United States Job Openings
CityGate Hospitality
Part-Time Hotel Arista Reservations Agent
Naperville
PART TIME
September 12, 2024
Reports to: Reservations Manager
Status: Non-Exempt
Role Summary
Reservations Agents are responsible for providing prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information.
Responsibilities:
Books rooms for the guests in an efficient, accurate manner.
- Confirms, modifies, and cancels reservations as needed.
- Provides specific information on room availability, rates, upgrades, packages, amenities, and other information requested by the customer as needed.
- Remains available to field incoming calls in order to meet call-efficiency standards.
- Determines the need to request special considerations in regards to room rate and package inclusions. Follows-up on these requests with the Reservations Coordinator, thereafter relaying the status of such requests to the customer.
-
Maintains complete knowledge of:
- All hotel facilities/services, hours of operation
- All guest room layouts, bed types, décor, and locations
- Room availability for any given day
- Restricted dates, rates, and room types
- All room rates, packages and promotions
- Specific arrangements between hotel and travel agencies and corporate reservations centers
- Entertainment/special events in the area at any given time
- Anticipates customers’ needs through open ended questions and maximizes rate for each reservation.
- Accommodates special requests and designates as such in the system to coordinate execution.
- Access guest history records to best service customers; maintains accurate information in guest history files.
- Sets up proper billing accounts (ie room, tax, incidentals, tax exempt and direct/special billing).
- Reviews all previous days’ reservations.
- Enters all Third Party Reservations.
- Performs daily rate and market segment code audits for in house reservations.
- Promote and sell holiday and other packages to callers requesting reservations on designated dates.
- Assist callers with dining room reservations and amenity orders.
- Completes daily rate and occupancy call around of our competitive set.
- Process requests for mailing brochures, correspondence, and package information.
- Maintains a professional and courteous attitude at all times while maintaining control of each call.
- Explains guarantee and cancellation policies to customers; assign confirmation/cancellation numbers and relays this information to the caller.
- Qualifies and fields group or LNR related inquiries to the Sales Department.
- Monitors and maintains wait lists daily.
- Performs other duties as requested by the Director of Revenue Management.
Minimum Qualifications:
Education
- High school diploma or equivalent education required. Bachelor’s degree preferred.
- Prior experience with hotel room reservations preferred.
- Experience with Opera Property Management System preferred.
- Excellent written and verbal skills.
- Strong organization, multi-tasking, prioritizing, and teamwork skills.
- Exert physical effort in lifting/transporting up to 15 pounds.
- Must be able to sit at a desk for up to 8 hours per day. Walking and standing are occasionally required.
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