POSITION SUMMARY
The Reservations Agent is responsible for the input and accuracy of all Room Reservations. The agent will exhibit a thorough knowledge of hotel billing and will maintain detailed and accurate records of guest preferences, reservation policy and procedure. They will continuously look for ways to improve each guest experience by providing prompt, courteous, and efficient handling of all requests for reservations, modifications, cancellations, and general hotel information received by phone, fax, mail, and electronic mail internally and externally.
ESSENTIAL FUNCTIONS
- Answer telephone calls within 3 rings, using correct salutations and telephone etiquette according to Halekulani standards.
- Effectively communicate with guests regarding all aspects of Halekulani and Halepuna.
- Describe room accommodations, room layouts and locations, rates, packages, all hotel amenities, facilities, services, and events to all potential guests to successfully sell hotel rooms.
- Create reservations, block allotments, and input group rooming lists into the PMS system.
- Maintain knowledge of group itineraries and events, as well as Property outlets and amenities.
- Explain guarantee and cancellation/deposit policies to guests and travel partners, create confirmation letters, credit card authorization forms and processing of deposits and wire transfers.
- Understand and communicate hotel availability throughout the year, managing wholesale inventory and cutoff dates, recognizing and suggesting opportunities or seeking management assistance when appropriate to maximize room nights, revenue, and guest experience.
- Maintain timely and thorough communication with other departments to fulfill guest requests, special circumstances, and follow through all requests to a resolution. Coordinate details with support departments (i.e. Bake Shop, Flower Shop, Chefs, etc.) to ensure awareness of guest events.
- Access and add to guest history records to best service guests and their preferences, maintain accurate information in guest files to ensure recognition.
- Provide team support or perform other related tasks as directed by the Reservations Manager.
- Maintain confidentiality of guest information and hotel data.
- Always maintain a clean and neat appearance in grooming and in the work area.
- Perform all other duties as may be required or assigned by the Reservations Manager.
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Resolve guest concerns ensuring satisfaction while remaining calm and courteous; notify management for correction, as appropriate.
Reports To: Reservations Manager
Supervises: None
EDUCATION/EXPERIENCE
- High school diploma or equivalent vocational training certificate.
- Experience in the hospitality industry, particularly Sales or Reservations.
- Fluency in Japanese is highly preferred.
- Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position.
- None
- Reading, writing and oral proficiency in the English language.
- Ability to anticipate guest needs; respond promptly and acknowledge all guests.
- Must be very detail oriented with reliable follow-up.
- Basic computer skills (Microsoft Word, Excel, Outlook, etc.) and knowledge and prior experience with hotel PMS systems.
- Excellent speech and hearing necessary for talking on the phone and general office work.
The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must remain in stationary sitting position throughout majority of the work shift.
- Continuous typing and computer use throughout majority of the work shift.
- Indoor, air-conditioned office
- Indoor/Outdoor, non-air conditioned
- Exposure to variable temperature conditions.
- Exposure to variable noise levels.
- Exposure to dust, chemicals, fumes, mites, and/or odor hazards.
- Exposure to fumes; dusts; chemicals; and odor hazards
- Flexible work schedule is a requirement for this position (any day &time)
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