Reservation Sales Agent
To answer telephone inquiries in a friendly and courteous manner, employ sales techniques in order to secure and process reservations for guest accommodations in a timely manner consistent with Ayres Hotels’ high standards of quality.
Essential Functions and Responsibilities of the job include but are not limited to:
Read, retrieve, communicate and verify information including confirmation number to caller. Input and retrieve data with routine difficulty using a computer reservation system and utilizing codes for efficiency. Requires English writing skills in the event that the computer system is inaccessible and manual documentation of reservations is required.
Answer the telephone and greet prospective guests in a friendly manner using clear, verbal English communication. Listen to callers to understand inquiries and requests. Promptly provide accurate information regarding availability, accommodation types, transportation to and from the hotel, rate, etc. Promote packages and amenities. Assign reservations based on guest preferences and availability.
Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc. Memorize and communicate applicable deposit and guarantee policies as requested. Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when the hotel is sold out.
Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests using the message function of the moderately complex computer incoming faxes.
Use the photocopier to make copies of items as required.
Initiate reports and retrieve printed forms from computer printer.
Verify credit card authorizations for processing advance deposits.
Other duties as assigned by supervisor such as assisting PBX operators, inputting Sales group lists, or special reservations.
Ability to effectively deal with customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger to collect accurate information.
Ability to access, read and accurately input information using a moderately complex computer system.
Ability to establish and maintain effective working relationships with team members, customers and patrons.
Ability to communicate clearly, both orally and in writing in the English language.
Ability to input 40 WPM on a computer keyboard.
Ability to follow written and/or verbal instructions in English.
- Any combination of education, training or experience equivalent to graduation from high school or any combination of education, training or experience that provides the required knowledge, skills and abilities. High School diploma required.
- No prior experience required. Prior communications, reservations, hospitality and/or computer experience preferred.
- Ability to sit for long periods of time in a confined space and in close proximity to other team members to continuously perform essential functions.
- Ability to convey information and ideas clearly.
- Must maintain composure and objectivity under pressure.