Reservations Agent Resume Samples

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S Nader

Shanelle

Nader

8845 Bahringer Mountains

Dallas

+1 (555) 300 6832

8845 Bahringer Mountains

Dallas

Phone

p +1 (555) 300 6832

Experience Experience

San Francisco, CA

Reservations Agent

San Francisco, CA

Willms LLC

San Francisco, CA

Reservations Agent

Assists Revenue Manager and Senior Revenue Manager in identifying potential stop sell dates for wholesale reservations
Performs other tasks and special projects as requested by Revenue Manager and Reservations Manager
Perform other tasks or projects as assigned by hotel management and staff
Liaise with Front Office Manager or Finance Manager for all reservations requiring credit approval
Inform Manager of any Special Attention, VIP guests and assist CIS Leader in obtaining arrival times for VIPs or Special Attention guests
Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee
Assists Sales, Meetings & Conventions Managers with reservation requests and rooming lists. Maintains accurate records and documentation for all reservations

Detroit, MI

Group Reservations Agent

Detroit, MI

Roberts-Russel

Detroit, MI

Group Reservations Agent

Process Employee Comp requests; handle Friends & Family requests with guidance from Department Head or Assistant Manager
Provide excellent customer service to a variety of clientele through personalized conversations
Working knowledge of various office equipment
Working knowledge of Microsoft Office and the Internet
Make certain all files are current and in order
Answer all reservation requests in a courteous and efficient manner using the principles of Benefit and Feature selling whilst adhering to all the criteria as laid out in the Marriott Reservation Test Call Format
Worked varied shifts, including weekends and holidays

present

Philadelphia, PA

Seasonal Reservations Agent

Philadelphia, PA

Crist-Jast

present

Philadelphia, PA

Seasonal Reservations Agent

present

Maintaining a safe, hazard free and environmentally friendly workplace
Assist callers with general questions or complaints they may have
Perform test calls to competition & Global Reservation Centre
Provide front desk personnel at assigned properties check in schedules and any other pertinent information
General office work, i.e. photocopying, filing, faxing, etc
Assist guests regarding hotel facilities in an informative and helpful way
Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities

Education Education

Bachelor’s Degree in Courtesy

Colorado State University

Bachelor’s Degree in Courtesy

Skills Skills

Maintain a high level of knowledge pertaining to policy and procedure and communicates knowledge effectively to all personnel when applicable
Good knowledge and a passion to succeed in a fast paced quality environment
A highly professional telephone manner and excellent communication skills
A highly professional telephone/e-mail manner and excellent communication skills
Be knowledgeable about hotel services, products and amenities
Answer all incoming calls in less than three rings in a professional and friendly demeanor following Destination call quality and brand standards
Strong Hotel computer systems and adding machine knowledge
Ability to share all possible hotel and waterpark knowledge as trained
Ability to perform basic arithmetic
You'll be an approachable person and have a real passion for providing connecting and seamless service to ensure a memorable guest experience

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Lead Reservations Agent Resume Examples & Samples

Demonstrate an unyielding passion for the guest experience, company culture, mission and vision by resolving guest and partner issues with a mutually beneficial outcome
Manage call volume to achieve departmental goals, which include: assisting agents, communicating with backup resources, and taking calls while following an established sales script to convert bookings
Communicate with guests, employees, and other departments in a positive, productive, and efficient manner
Support agents through coaching and training to increase knowledge and performance
Provide feedback to management regarding both positive and negative issues impacting departmental performance
Inspire trust and build strong relationships across business units such as Front Desks, Guest Services, Mountain Operations (Ski School, Vail Resorts Retail, Ticket Office), Call Centers (ISD, IED, Online), Travel Services, and the Training Department
Call center, hospitality, and/or sales experience – required
College Degree – preferred
Previous supervisory experience – preferred
Computer skills: data entry, Microsoft Office, property management software (Tour Partner, RPOS, LMS) - preferred
Must be able to work on the phone and computer for long periods of time
Excellent time management and attention to detail
High level of interpersonal communication and customer service skills

Reservations Agent Resume Examples & Samples

Assist prospective and existing guests to build complete Ski School reservations
Convert opportunities into sales in order to meet conversion goals and drive Ski School revenue and occupancy goals
Provide excellent customer service to a variety of clientele through personalized conversations
Follow up on all sales leads and inquiries in a timely manner
Ability to use different systems efficiently while entering accurate data
Use questioning and listening skills that support effective telephone communication
Demonstrate an ability to take direction by following an established sales script while continually adapting to ongoing coaching and feedback
Property management software experience preferred: RPOS
Excellent command of the English language, both written and spoken
Flexible schedule, exceptional time management and attention to detail
High level of interpersonal communication and a focus on customer service skills

Reservations Agent Resume Examples & Samples

Process Advance Deposits checks and credit card
Proper time card punches
Telephone Etiquette, Handle incoming phone calls and special guest requests regarding individual reservations
Report to work on time dressed in neat, clean appropriate casual business attire and follow proper personal hygiene standards. Follow proper uniform standards, including name tag and Brilliant card
Understand and practice Marriott’s high standards of hospitality
Practice teamwork and respect toward your fellow associates and always maintain a positive attitude
Maintain a proactive, professional and aggressive position toward hospitality, and always use appropriate vocabulary
Always greet guests that come within the 15/5 rule. Always avoid slang or jargon of any kind
Ability to effectively use the L.E.A.R.N. technique for dealing with guest complaints
Be knowledgeable about the hotel information, local attractions, restaurant and transportation available around the hotel, as well as in house activities, in order to answer inquiries
Be knowledgeable about the hotel layout and services. Be aware of the hotel’s outlets and departments’ hours of operation. Be familiar with the location of guests’ rooms as well as their amenities
Attain a high knowledge base on all market codes and corresponding rates
Attain a high knowledge base on all special requests codes, both Global and local
Retains an organized and courteous disposition under pressure and is always focused on the guests’ needs. Is able to organize and administer procedures in case of PMS downtime or system outage
High proficiency with MARSHA and PMS systems
Process MARSHA queues
Understand the importance of the guests’ privacy and confidentiality at all times
Complete required training classes, including New Hire Training, and Service Excellence
Be able to work quickly and efficiently under pressure according to business demands. Multi-tasking
Each associate is expected to carry out all reasonable requests by management that the associate is capable of performing
Clear exceptions file
CTAC Processing
Handle incoming phone calls regarding individual reservations
Arrivals/Front desk alert file. 1-31 days, daily file 2-12 months, monthly file
Process Owner condo requests and reservations
Process credit card authorization forms and tax exempt forms
Basic Computer Skills – Using basic hardware and software (e.g., personal computers, word processing software, internet browsers, Microsoft office, etc
Must be able to communicate effectively in English, both written and verbal. -required
Must be able to add, subtract, multiply, or divide quickly and correctly. -required
Must be able to interact, develop and sustain productive customer and associate relationships; actively seeking information to understand and address audience’s needs. -required
Bilingual in Spanish or other languages. -preferred
One year customer service. -preferred
One year Front Desk Agent experience. -preferred
Marriott Front Desk experience. -preferred
Experience with the following computer systems: P.M.S., MARSHA, Outlook, Internet, Excel, Word, Guestware or Oscar. -preferred
Must be able to sit or stand for long periods of time. -required

Group Reservations Agent Resume Examples & Samples

Assist conference attendees by building complete reservations, offering all available essentials
Learn details about a variety of products and services offered and accurately relay that knowledge to our guests
Demonstrate an ability to take direction by following an established script
Able to adapt to ongoing coaching and feedback
Call center, hospitality or sales experience preferred
Data entry preferred
MS Office Suite knowledge preferred
Property management software experience preferred: Tour Partner, RPOS, LMS
Must have excellent command of the English language, both written and spoken
Must be able to work on the phone for long periods of time
Must have a flexible schedule, exceptional time management skills, and attention to detail
High level of interpersonal communication and a focus on customer service skills is a must
The ability to multitask is required

Reservations Agent Resume Examples & Samples

Provide our “Experience of a Lifetime” customer service while maintaining attention to detail when booking lessons
Selling/up selling all ski school lessons for advanced bookings
Be able to help guests select the correct lesson(s) for their vacation
Give guest detailed expectations regarding their check-in at the Ski & Ride School
Give general resort information, rentals, food and beverage, activities, how to get to base facilities
Ability to navigate the Internet to find information on behalf of guests
Ability to arrive on time, regardless of weather conditions to Stagecoach Lodge: 375 Quaking Aspen Rd, Stateline, NV 89449

Lead Reservations Agent Resume Examples & Samples

Ability and desire to work a flexible schedule including early mornings, weekends & holidays is required
Help oversee front line staff of 5
Be able to monitor phone interactions between staff and guests
Be able to travel from Stagecoach lodge to the California or Gondola locations for meetings, trainings, and supply needs
Will work with all departments to obtain information for resort info on phone calls
Assist in the training of staff on all Ski & Ride School products and reservation systems
Help to resolve guest issues in the best interest of the guest and the company
Assist in compile call volume data and report on daily calls and sales
Answer phone calls and provide guest service and convert opportunities into sales
Ensure that all policies and procedures are being followed consistently and report agent disciplinary issues to management
Assist in employee reviews, mid and end of season
Ability to work at Stagecoach Lodge regardless of weather and road conditions, work shift can start between 7:00am and 7:30am. Stagecoach lodge is located at the top of Kingsbury Grade. 375 Quaking Aspen Road, Stateline, NV 89449. Bus service is not always available

Reservations Agent Resume Examples & Samples

You'll be an approachable person and have a real passion for providing connecting and seamless service to ensure a memorable guest experience
Dynamic, vibrant, confident and professional personality
Minimum of 2 years previous experience in a hotel reservations environment
Previous experience in managing group reservation blocks and enquiries is also desirable
A strong working knowledge of a Property Management System, preferably Opera
Highly developed interpersonal and communication skills both written and verbal
Superior decision making skills
Ability and willingness to manage multiple tasks, conflicting deadlines and varying guest situations
Strong teamwork skills, self development focus and a passion for delivering superior results
You must also meet the legal requirements to work in this country

Reservations Agent Resume Examples & Samples

Luxury hotel Sales and/or Operations background preferred (minimum of 3 years). Proven sales conversion track record a plus
Position based in Los Angeles
RSA’s are accountable for ensuring defined quotas and goals are met and to ensure their conversion and direct sales activities are focused on generating the highest possible RevPar and revenues for other departments for the overall hotel’s success

Reservations Agent Resume Examples & Samples

Capture sales from in-coming reservations calls and coordinate details of each reservation. Complete internal reservation forms
Run daily reports for department, operational departments, Sales & Marketing, General Manager, Department Head
Answer General Reservations e-mail, retrieve and distribute mail and process brochure requests
Handle guest complaints in accordance with Four Seasons policy
Process WRO, Trust, Internal Reservations, and FIT reservations
Run appropriate reports checking for special requests and hard blocking any rooms that are not hard blocked for special requests inform Manager of any Special Attention, VIP guests and assist CIS Leader in obtaining arrival times for VIPs or Special Attention guests
Monitor Front Desk reservations made night prior, address any reoccurring issues
Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival
Process Employee Comp requests, handle Friends & Family requests with guidance from Department Head or Assistant Manager
Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee
Respond according to the crisis management plan to any resort emergency or safety situation

Reservations Agent Resume Examples & Samples

Run appropriate reports checking for special requests and hard blocking any rooms that are not hard blocked for special requests, inform Manager of any Special Attention, VIP guests and assist CIS Leader in obtaining arrival times for VIPs or Special Attention guests
Comply with Four Seasons Category One and Two Work Rules and Standards of Conduct as set forth in EmPact. (5%)
Experience required by position is from 2 to 3 years of employment in a related position
Experience in Middle East Countries preferred
Ability to read, speak and write English, Arabic would be a great asset

Reservations Agent Resume Examples & Samples

Handle a large amount of incoming calls
Provide exceptional service accordingly to standards
Detail Oriented; multi-task

Reservations Agent Resume Examples & Samples

Fluency in English and French is required. Knowledge of foreign languages is advantageous
European applicants are preferable (French country)
Hospitality education is preferable, however, not essential if applicants have previous relevant work experience

Reservations Agent Resume Examples & Samples

Enter all inquires into the appropriate customer database
Computer data entry of 35 wpm
Must speak English

Reservations Agent Resume Examples & Samples

Excellent communication skills (verbal, listening, writing)
Excellent communication skills essential to secure information necessary to complete reservation
Good selling techniques – upselling and special target dates
Knowledge of the Marriott/Renaissance brand
Promote effective alternate booking service with other Marriott Hotels by actively making reservations when hotel unable to accommodate

Reservations Agent Resume Examples & Samples

Answer department telephones; assist callers with social lodging reservations
Perform data entry, including entering group blocks of sleeping rooms and group rooming lists into the computer
Input and ensure accuracy of package breakdowns
Prepare group account list
Post and track advance deposits
Maintain travel agent file
Calculate no-show rooms revenue
Provide information regarding guests and groups to Front Office associates
Perform general office duties including typing, data entry, filing, and answering telephones
Provide support to operator, front desk, and bellstaff as needed and directed
This position requires a minimum formal education of a high school diploma, GED, or equivalent experience
A minimum of six months of job-related experience preferably within a full service hotel/resort/conference center
Must be able to work variable shift, weekends, holidays, and special events, as needed
Physical Demands: The physical demands described here 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. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend and use hands to handle objects, tools or controls. Must be able to lift up to 25 lbs. The employee frequently is required to talk or hear

Reservations Agent Resume Examples & Samples

Answer department telephones promptly, in an attentive, courteous and efficient manner
Assist callers with lodging reservations
Perform data entry, basic accounting functions with deposits and refunds
Book room reservations while focusing on maximizing room revenue and average rate; upsell when possible
Enter reservations, deposits and refunds according to standard operating procedures
Requires a minimum formal education of a high school diploma, GED, or equivalent experience
A minimum of six months of job-related experience is preferred with a full service hotel/resort/conference center
Physical Demands: The physical demands described here 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. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend and use hands to handle objects, tools or controls. Must be able to lift up to 25 lbs. The employee frequently is required to talk and hear

Reservations Agent Resume Examples & Samples

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 hotel, rate, etc. Promote Crescent and brand-specific marketing programs. Assign reservations based on guest preferences and availability
Read, retrieve, communicate and verify information including confirmation number to caller. Input and retrieve data using a computer reservation system and utilizing codes for efficiency
Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc. Know, understand, and communicate applicable deposit and guarantee policies as requested. Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out
2-3 years previous Reservation Agent experience in a luxury hotel. Marriott experience preferred

Reservations Agent Resume Examples & Samples

The Reservations Agent shall steer the incoming room bookings in accordance with the hotel’s service objectives and procedures so that occupancy is optimized. The Reservations Agent has responsibility for all inquires in connection with individual room bookings
Maintains a high level of product and service knowledge in order to explain and sell services and facilities to guests
Prepares and maintains files, reports, letters, memorandums and other relevant business documentation
To perform any other duties as required by the Management
Good verbal & written English is a plus

Reservations Agent Resume Examples & Samples

Answer phones and make reservations as requested
Enter reservations received by fax or email into the reservations system on a timely manner
Answer all inquiries about the resort, amenities, facilities and other information as requested
Familiar with the on going rates structure, promotions and packages
Trained and guided by Revenue/Reservations Manager for upsell program
Able to handle any shop calls for enhancing the service and the standard of the reservations department
Ensure that all guest details provided are entered accurately into the reservations system
Respond quickly and efficiently to prospective guest requests
Ensure all reservations and correspondence are filed and updated on a daily basis
Able to proceed and follow up with payments either through bank transfer, credit card or cash transactions
Able to assist Front Office for guest handling as requested
Ensure a professional and friendly phone presence ensuring compliance with hotel guidelines at all times
Always keeps the office clean and tidy
In addition, other duties as may be required as directed by your Manager
Previous reservations or hotel experience in a luxury hotel environment
Excellent communication skills, both written and spoken
Excellent typing and computer skills
Good knowledge of email and the internet
Proven attention to detail and ability to respond quickly and efficiently to prospective guests requests
Good knowledge of and proven experience with reservations and sales systems

Reservations Agent Resume Examples & Samples

To enter room reservation requests using the Property Management System
To enter rooming lists while ensuring accuracy, as required
To update reservations ensuring a flawless check in and check out process
To ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities
To answer telephone and email inquiries in a timely manner

Reservations Agent Resume Examples & Samples

Ensures knowledge of all current rate offers
Answers calls within three (3) rings
Processes all reservations (individual and group rooming lists), booking changes and cancellations into Opera
Ensure accurate reservations entries by checking for duplicate bookings and looking through guest history, and ensuring hotel standards are implemented
Complied with the LQA Standards when corresponding with a guest over the phone
Maintain a positive relationship with all guests, vendors, and colleagues
Ensure to block rooms with special requirements such as connecting rooms, handicapped rooms, suites; flag service requests and liaise with the appropriate departments
Ensure all fields in the reservations screen, guest profiles, and company/agent attachments are encoded accurately; as well as guest information
Implements procedures on the proper handling of group bookings as soon as the block flows through from the Sales and Catering System, until the group departure. Ensures all details on the Group Information Sheet and contract are acted upon
Assists with the printing and/or preparation of required daily reports
Ensures reservation confirmations are sent within the same day the reservation is created
Ensures all bookings of arrivals three (3) days out are checked for accuracy of details
Responds to all inquiries from all channels (email, fax, internet) within the same day the correspondence was received
Maintains an efficient filing system of all guest correspondence, and relevant Reservations documents e.g Corporate and Agent contracts, etc
Keeps the Reservations Manager and Director of Revenue informed of any pertinent feedback/information received regarding clients and the market
Implements Revenue Management selling strategies such as upselling, recommendation of hotel facilities, and restrictions recommended by the Ideas System and/or the Director of Revenue
Attends meetings and training programs as required
Maintains cleanliness and orderliness in the work area
Comply with hotel and department policies and procedures at all times
Carry out other duties as and when assigned by the Management of the Hotel and department
Previous Reservations experience preferred
Excellent communication skills, both written and verbal required
Presentable, well groomed with leadership quality
Ability to work well under pressure and independently in a fast paced environment

Reservations Agent Resume Examples & Samples

Accountable for maximizing revenue by converting reservation enquiries in accordance with the hotel selling strategy, and providing an excellent standard of customer service
To answer all incoming reservation enquiries, by telephone, fax or email, in a timely manner, to the agreed departmental standard, and wherever possible convert them into bookings
To be fully knowledgeable in the operation, functionality and standards required in using Opera and Delphi
To adhere to the minimum rate / minimum stay selling strategies, as implemented by the revenue team, whilst always attempting to gain the highest possible revenue advantage for the hotel
To input reservations into Opera reservation system, ensuring all details are accurate and complete in line with agreed departmental standards
To update any special requests and billing details in Opera
To give a polite and friendly response to all incoming telephone enquiries
To be fully aware of the hotels facilities and to pass information on to the customers, and to maximize hotel revenue by taking every opportunity to up-sell products and hotel services wherever possible
To process all enquiries and reservation confirmations on the same day as receipt
To maintain accurate filing systems for all correspondence within the department
To build a good rapport with customers / regular bookers on the telephone to encourage future loyalty and business opportunities
To identify potential sales leads for the sales team to develop future accounts
To be aware of the hotels financial targets and the contribution made by the reservations team in achieving those targets
To ensure a high degree of personal skills, accuracy and attention to detail, and a positive attitude
To perform as part of a team, assisting colleagues where necessary and carrying out relevant duties as requested by the Reservations Supervisor and Regional Director of Revenue
High School Diploma or equivalent required. College Degree in Business, Hospitality, or Related field preferred
One to two years in a public contact position, preferably in an upscale or lifestyle brand hotel
Hotel reservations experience gained in the Middle East preferable
Enter and locate work related information using computers and/or point of sale systems
Strong verbal and written communication skills in English with Arabic and other languages preferred

Hotel Reservations Agent Resume Examples & Samples

Provide our clients with the best hotel deals
Offer prompt, accurate and courteous service to clients
Assist clients with reservations, transfers and changes
Respond to client questions, concerns and billing inquiries with the highest degree of professionalism
Secure new client sales and retention through exceptional customer care
Flexible availability including mornings, evenings, and weekends as needed
Be vocal with idea generation; speaking-up fuels discussion, ideation and group-think. 98% ideas may fly by the wayside – but your impenetrable spirit allows the other 2% to soar! Your voice defines the value you bring to the organization
Have the maturity to work on goals at hand, but also the ability to consider overall strategies

Reservations Agent Resume Examples & Samples

Has knowledge of detailed procedures in handling room booking
Keep up to date information of hotel services, promotions, events, outlet operational hours and ensure all staff are familiar with such information and instructions given
Supervise hotel reservations and co-ordinate all reservations input

Reservations Agent Resume Examples & Samples

Responsible for taking hotel reservations from guests
Handle telephone enquiries, accepting reservations and input the reservations in the computer system
Provide efficient and courteous telephone service to guests and callers

Reservations Agent Resume Examples & Samples

Manage the calls effectively and quickly according to the hotel standards
Handles Reservations and Reservation enquiries in a prompt and effective manner
Review arrivals, departures, VIP list and Food & Beverage Event Sheet to familiarize with the ongoing hotel status and activities
Handles guest complaints tactfully and pass on to the Reservations Manager or Duty Manger immediately for follow- up

Reservations Agent Resume Examples & Samples

Responsible in providing the most efficient and courteous hotel reservations service and to undertake other duties and responsibilities as required by Management
Answer General Reservations e-mail, retrieve and distribute mail, verify all reservation information with callers to ensure accuracy
Process Worldwide Reservations Office (WRO), Trust, Internal Reservations, and FIT reservations

Reservations Agent Resume Examples & Samples

Respond to enquiries about hotel products and services by telephone, fax, email etc
Determine guest needs and quote the appropriate room and rate as per requirements
Accurate input of booking information into the OPERA Reservation System
Arrange accommodation, visas and activities for leisure, corporate & wholesaler’s guests
Has an understanding of Groups – including cut-off dates, blocking and booking policies
Sell the Raffles Group products and services using up-selling techniques
Understand Revenue management strategies, sell levels and sell directed rates and apply these methods as per available hotel inventory
Has full knowledge of hotel facilities and services to promote its products and services
Process amendments to reservations such as extensions, early departures, etc
Record special billing arrangements for groups and conventions
Coordinate and communicate with all other departments to ensure a smooth operation
Type a variety of documents such as letters, memos and minutes
File and organize a variety of documents and maintain stationery and office supplies
Prepare monthly staff attendance report for Payroll Clerk
Perform duties and responsibilities in a confidential manner when applicable
Adhere to the hotel’s occupational, health and safety policies
Report any equipment failures/problems & repair requests to Maintenance Department
To participate in any training/development programs as recommended by supervisor
Diploma from School for Tourism & Hotel Management
Minimum 1 - 2 years experience preferably in guest services/tele-marketing

Reservations Agent Resume Examples & Samples

Book and enter room reservation requests using the Property Management System (OPERA)
Previous luxury hotel experience preferred
Previous Property Manager System (OPERA) experience preferred

Reservations Agent Resume Examples & Samples

Answer all reservation enquiries in a prompt and professional manner, ensuring all potential guest needs are identified and options are proactively suggested
Maximize room rates for all reservations through effective upselling techniques
Ensure all reservation details are correctly entered into Opera Property Management System, and all guest information is accurately maintained
Ensure all reservation confirmations are accurately issued within 24 hours, making special note of all personal guest preferences
Update reservation traces, accurately enter rooming lists, run daily reports and complete daily shift task lists
Maintain complete knowledge of all aspects of the hotel, including, however not limited to, features and services provided and their hours of operation, room types, layout, appointments and location, as well as daily group/VIP activities
Immediately take ownership of all guest issues as they arise, documenting and following through to their full resolution
Communicate pertinent guest information and requests to the appropriate department for immediate action
Perform additional duties, as assigned
Exceptional organizational skills and demonstrated ability to multi-task and prioritize in a fast-paced work environment
Must be self-directed, motivated, and demonstrate exceptional customer service, interpersonal and problem solving skills
Excellent ability to communicate clearly, concisely, and openly in all interactions (verbal and written)
Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity
Demonstrated ability to work with maximum accuracy, efficiency and attention to detail
Proficiency in Microsoft Office, Opera Property Management System, HotSOS, GoConcierge, and Givex software
Ability to maintain a flexible schedule to meet the business needs of a 24/7 hotel environment, including weekends, evenings and holidays

Reservations Agent Resume Examples & Samples

Enthusiastically and with a smile, answer all incoming calls in an attentive, courteous, and efficient manner
Share your personal passions and knowledge of the services, amenities, facilities, hours of operation, and the local area and attractions with our guests get them excited about their visit
Engage the guests to understand their preferences and book room reservations while focusing on maximizing room revenue and average rate using standard rate quoting scenario at all times. Up sell rooms when possible
Collaborate with the Sales Department concerning group bookings
Enjoy multi-tasking at a fast pace while ensuring accuracy and efficiency
Flexibility. This is a demanding business and we look for flexibility with work days and hours, but it’s also a lot of fun!

Reservations Agent Resume Examples & Samples

Answers all reservations telephone calls, e-mails and faxes efficiently in a friendly manner, using clear English communication. When processing e-mails or listening to callers, ensures a clear understanding of their inquiries and requests. Promptly provides accurate information regarding availability of accommodations and other requested information. Assists other departments such as Sales, Membership and Front Office with reservation related questions
Assists the local Reservations Desk at HRW with questions, problems or concerns that arise concerning reservations made at the hotel
Other tasks as assigned by management and supervisors
Communicate information about the Spa, hotel restaurants and other related services to guests and book reservations over the phone
Accurately input reservation information
Learn and demonstrate approved sales techniques
Answer phones efficiently in a friendly manner in compliance with hotel standards
Be knowledgeable about hotel services, products and amenities
Assist with room arrangements for guests

Reservations Agent Resume Examples & Samples

Ensure yield exemptions are investigated and analysed and new business opportunities are identified
Assist the Sales team by providing an analysis of statistics and yield information that identifies potential new business, markets and trends
Prepare a three-month market segment outlook and maintain on a daily basis by monitoring actual results versus forecast for plan achievement
Outline risks and opportunities relative to meeting rooms versus Guest room availability to present at weekly meetings
Record and analyse all refused, lost, cancelled and waitlisted business for both Guest rooms and Conference & Banquet (C&B) meeting space
Assist in identifying and maximising all possible opportunities and minimising any risks
Support the revenue manager in completing and analysing month end reports
Commitment to delivering a high level of customer service
Ability to work under pressure and under own initiative
Previous experience in sales role with the ability to close a sale
Knowledge of local market
Knowledge of hospitality
Passion for sales and for achieving targets and objectives

Cluster Reservations Agent Resume Examples & Samples

Respond, positively, to sales inquiries to develop future sales leads
Identify sales leads, as appropriate
A highly professional telephone manner and excellent communication skills
Intermediate computer proficiency
Previous experience in a Reservations environment, preferred

Reservations Agent Resume Examples & Samples

Respond to all reservation email requests and incoming calls in a courteous, efficient, professional and friendly manner in adherence to Fairmont Hotels & Resorts standards
Ensure that the Reservation Daily Check List is completed
Maintain good working relationships with Global Reservations Centre, Travel Agents and external/internal Guests
Assume responsibility for reservation duties as assigned
Manage all aspects of FIT Reservations
Liaise with Tour & Travel Sales Team, and with Tour Distribution & Services
Client contact for rooms-only bookings initiated through Sales, Conference Services, Accounting and Front Office for small groups
Ensure the accuracy of reservation-related details for all small groups
Liaise with Accounting when needed on deposits, commissions, and credits/rebates
Attend departmental meetings as well as client related meetings as required
Participate as an effective team member of the Reservations team
Certificate/Diploma/Degree in Hospitality Management an asset
Strong keyboard skills, 40 WPM
Excellent telephone manner mandatory - must enjoy working on the phone and talking to guests/travel agents/internal colleagues all day
Sales experience an asset
Previous reservations experience an asset
Previous experience with Opera (Micros-Fidelio) an asset
Good working knowledge of Microsoft Excel, Word and Email
Able to work as a contributing member of a team as well as independently
Ability to work fluctuating shifts

Group Reservations Agent Resume Examples & Samples

Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards
Maintain complete knowledge of correct maintenance and use of equipment
Use equipment only as intended
Maintain positive guest relations at all times
Remain familiar with and accurately answer questions regarding all aspects of the property, including, but not limited to: all hotel services/features and local attractions and activities
Resolve guest complaints, ensure guest satisfaction
Monitor and maintain cleanliness, sanitation, and organization of assigned work areas
Provide excellent customer service consistent with the company’s core service standards and brand attributes
Promoting, booking and confirming room reservations for the property
Promoting, booking and confirming small group business for the property
Cultivate return business by expressing our philosophy of hospitality
Answer multi-phone lines, assist callers with questions or direct calls to the appropriate areas
Partner with Contact Center for all details involving room reservations
Quote rates and give accurate descriptions of rooms and suites
Input group rooming lists for Sales and Wholesale Companies
Book Executive reservations as requested
Review and complete Credit Card Authorization forms for the Property
Change, cancel, and reconfirm existing reservations as necessary
Seize every opportunity to refer to sister properties if sold out
Up-sell premium view rooms and suites whenever possible
Send guest correspondence as needed
Access all functions of the computer system
Explain guarantee and cancellation policies to callers as well as assign confirmation and cancellation numbers and relay such to caller
At least 6 months of experience in handling multi phone lines
At least 6 months of experience in guest service
Ability to work on multiple projects
Working knowledge of various office equipment
Have interpersonal skills to deal effectively with all business contacts
Working knowledge of Microsoft Office and the Internet

Reservations Agent Resume Examples & Samples

Enjoy meeting guests on the phone, eagerly provide assistance with creating their unscripted discovery
Answer all incoming calls in less than three rings in a professional and friendly demeanor following Destination call quality and brand standards
Rock it by achieving hotel monthly individual and team conversion goals
Stay in the know with all communication and hotel information
Engage and ensure appropriate guest follow up takes place in a timely and proper fashion
Provide detailed notes and comments in Voice Agent regarding guest requests to ensure a smooth arrival experience at the front desk
Assist with group rooming lists or 3rd party reservations as needed
Maintain rate structures and rate integrity and a 90% or higher on Aspire Shop calls
Tell our story and be a cultural ambassador who positively participates in our sales team environment
Bring “Fun” to work every day
Basic knowledge of Microsoft Office software suite
Must be able to type 35 wpm
People person – must possess a professional, positive presentation and strong motivation to provide exceptional customer service
Ability to thrive and succeed in a fast-paced, demanding work environment; must be flexible to changes in direction and routine
Ability to read, comprehend instructions and multitask
Ability to use office equipment in an effective and efficient manner
Bi lingual - required. English, Spanish, Cantonese and Portuguese a plus
Ability to work as a team-player and accept assignments from multiple individual

Reservations Agent Resume Examples & Samples

Excellent phone & verbal communication skills
Minimum of 2 years of previous hotel reservations and or front desk experience
High school diploma or equivalent vocational training certificate
Ability to perform basic arithmetic
Fluency in English both verbally and non-verbally
Fluency in a foreign language preferred
Knowledge of OPERA and Delphi is preferred
Life Insurance
Long term Disability

Reservations Agent Lake Tahoe Cruises Resume Examples & Samples

Cleans rooms and beds and restocks room supplies; cleans rooms in prescribed manner as requested
Monitors linen supplies in rooms and replenishes linen if necessary
Cleans refrigerators as required

Reservations Agent Resume Examples & Samples

Having a strong working knowledge of Zephyr Cove Resort and all its services. Boat cruises, Marina, Spooner Summit, Lodging and Campground, Group Sales & Snowmobiling
Assist customers with any and all questions or concerns
The ability to answer and maintain calls on a multi-line phone system
Be able to create reservations for all services offered on property
Ability to Check-in and out all reservations for the property
Enter information into guest reservations quickly and accurately
Maintain a balanced cash bank and follow proper cash handling procedures
Respond to and resolve all guest concerns
Promote upgrades and all other services on property using upselling techniques
Ability to use walkie talkie and base radios while maintaining radio etiquettes
Use all resort property in a responsible and safe manner
Each independent position will have a set of job specific responsibilities as well
RCSA’s may be utilized by other departments when needed
Upholds all guest service standards
Abides by all Aramark policies and procedures
Some College preferred
Computer Experience
Customer service experience is a must
Ability to pass pre-employment background check & drug screening
Ability to prove eligibility to work in the United States

Reservations Agent Resume Examples & Samples

Strong interpersonal, organization and administrative skills
Passion for delivering excellent service
Knowledge of Boston local attractions and leisure activities relevant to luxury travellers
Works harmoniously and professionally with Co-workers and Supervisors
Ability to multi-task in a high-volume environment, utilizing a variety of computer systems to book both room and dining reservations
Excellent written and verbal grammar
Role requires ability to work flexible hours including evenings and weekends
Have the ability to demonstrate your unique personality and service style while achieving the brand standards that make us Four Seasons
Have career growth opportunities both within Four Seasons Hotel Boston and worldwide with our company

Reservations Agent Resume Examples & Samples

Good communication skills, attention to detail, customer service skills
Excellent telephone skills, clear and professional grammar and tone
Prefer previous selling experience for up-selling duties
Clear and legible handwriting
A strong working knowledge of hotel services desirable
Ability to effectively interact with management staff and other employees in a professional manner
Possess basic computer skills

Reservations Agent Resume Examples & Samples

Answers telephone inquiries promptly and professionally and provide immediate and courteous telephone response when booking and scheduling Spa treatments
Responds to common email and personal email – especially when in relation to guest requests - in a timely manner
Be knowledgeable about all aspects of Willow Stream treatments and the facility to ensure guests are provided with accurate information and inquiries are responded to in complete detail
Ensure that attention to detail is accurately maintained with each guest reservation and all guest requirements or issues are clearly stated to ensure effective pass on
Able to contribute to a team environment by assisting Spa colleagues and co-workers in all Willow Stream departments related to the Spa Reservations office
Work with related Hotel departments to ensure efficiency in meeting guest’s needs
Meet and/or exceed booking quotas and promotions in the Spa
Ability to promote Hotel services and amenities to encourage an exceptional resort experience
Work in a non-supervised environment and take ownership for independent decisions made in the best interest of the guest
Cross train with Spa Experience Coordinators and Boutique Coordinator and assist at Spa Reception and the Spa Boutique as required
Develop and maintain strong product knowledge of all Spa products used in Willow Stream in order to better assist guests in treatment selection and promote product retail sales
Become proficient in Spa Soft, and various other computer programs related to Spa Reservations office (including, but not limited to, Hotel Property Manager, Secure Pay, Outlook, Royal Service Manager, Profile Plus)
Adherence to Standard Operating Procedures
Maintain accurate records as required by provincial regulations
Attend monthly Spa Reservations departmental communication meetings
Adherence to Spa Emergency Procedures/Safety Manual
Ensure guest satisfaction at all times by ensuring that safety and service is always the Spa’s first priority
Maintain office files and records
To carry out any other reasonable duties and responsibilities as assigned
Computer literacy in Spa Soft, Word, Excel, Keyboard/Data entry
Effective communication skills (verbal & written) and ability to demonstrate excellent phone etiquette
Post Secondary education in Hotel/Hospitality industry or equivalent work experience in a Spa or Hotel setting
Effective organization skills
High team orientation and desire for interaction with a diverse group of employees and guests
Empathetic tendencies and compulsion to exceed guest and colleague expectations
Second language an asset
Willing to work shift work and varied days off on occasion
Safety oriented First Aid

Reservations Agent Resume Examples & Samples

Sell guestrooms and tee times to groups and individual callers
Provide all information requested by the caller in an efficient, friendly and informative manner
Process advance payments on all reservations
Prepare and update reports as needed
Liaise and maintain excellent relationships with Sales and other departments as required
Be knowledgeable of Key Accounts and their contracts
Answer telephone and email inquiries in a timely manner (within 24 hours)
Participate in the Chateau Whistler’s environmental program and department specific initiatives in working towards sustainable operations
Be Health & Safety conscious and actively involved in maintaining a safe work environment
Previous Front Office or Reservations experience is an asset
Working knowledge of Concepts, Opera is an asset
Professional telephone manner and demeanor with a natural response "smile" on the phone
Demonstrated numerical aptitude with strong selling and assertiveness skills is a must
Strong business communication skills (composing faxes, letters, etc.)
Must be able to work a variety of shifts and a varied schedule
Post-secondary education in a tourism or hospitality field is desired
Knowledge of a second language is an asset

Reservations Agent Resume Examples & Samples

Increases and optimises room sales in line with the brand and hotel's sales policy
Provides a friendly and personal welcome for guests
Makes every effort to meet customers' needs to conclude a sale

Reservations Agent Resume Examples & Samples

Because of the fluctuating demands of the Resort’s operation, it may be necessary that each Associate perform a multitude of different functions; therefore, as an essential part of your position, you will be expected to help others when the occasion arises, just as other Associates are expected to help you. Accordingly, you may be expected to perform other tasks as needed or as directed
Adhere to all of the various written mandatory standards of operations, policies and procedures, manuals, memos, oral instructions, etc. All of which go to make up the essential functions of this job
Maintain proper lines of communication with all departments to ensure that all details are communicated
Develop working knowledge of all departments, the Resort, and its amenities
Develop working knowledge of the competition
Properly convey rate and package information within approved limits to maximize and protect overall resort revenue yields
Maintain a clean and organized workspace
Responsible for answering all incoming inquiries and requests
Responsible for booking all accommodations reservations
Essential and professional use of telephone service with use of proper telephone etiquette in regards to service industry
Proper and precise tabulation of all reservation bookings and clerical needs thereof
Take advanced activity reservations for all social member/guests. To include but not limited to golf, spa, dining, transportation and tennis
Complete various correspondences when warranted
Continuous training with the property management system and amenities reservations systems
Maintain proper amenity reservation documents to ensure proper communication of amenity bookings and presentation of an accurate itinerary for each social member/guest
Complete appropriate follow up phone calls to confirm amenity reservations
Assist Group Reservation Coordinators with overflow work as deemed necessary

Reservations Agent Resume Examples & Samples

Book and enter room reservation requests using the Opera Central Reservations System and Property Management System
Enter rooming lists while ensuring accuracy as required
Update reservations ensuring a flawless check-in and check-out process
Offer dedicated support to the Sales & Marketing team
Meet and exceed personal and team revenue goals on a monthly, quarterly and yearly basis as applicable
As directed, participates in site visits to agency offices and other hotels
Flexibility to work weekends and holiday as needed

Seasonal Reservations Agent Resume Examples & Samples

Answer incoming calls promptly and provide guest with information on accommodations that would best suit their vacation needs
Convert telephone inquiries into reservations, maintaining acceptable performance statistics and acceptable level of errors
Assist callers with general questions or complaints they may have
Telemarketing, public relations, computer key-board training helpful

Reservations Agent, Group Resume Examples & Samples

Manage scheduling of monthly Reservations Communications Meeting
Complete bi-weekly the office staffing schedule (subject to approval by Director of Reservations)
Provide administrative support to Director of Reservations and action items as required in an efficient and professional manner
Respond to all reservation requests and incoming calls in a courteous, efficient, professional and friendly manner in adherence to Fairmont Hotels & Resorts standards
Respond to all faxed reservation requests in a courteous, efficient, professional and friendly
Ensure Reservations email box is responded to in an efficient manner by all Reservations Sales Agents as well as by Senior Reservation Agent & Administrator
Convert reservation sales calls to actual bookings
Assist with entering Group Reservation Rooming Lists/housing bureau forms as required
Assist with Internet Reservations and housing processes
Maintain good working relationships with Global Reservations Centre, Travel Agents and external /internal Guests
Blocking guestrooms for incoming reservations based on specific guest requirements
Ability to work cohesively as part of a team

Reservations Agent Resume Examples & Samples

1 year previous reservations experience
Knowledge of Operations front/back of house
Previous experience in High Volume Call Center
Must be able to type 40 wpm
Comprehensive computer and analytical skills
Proficient in Microsoft Word, Excel, Internet, Lotus Notes and Delphi
Detail oriented organizational skills and thinks strategically

Reservations Agent Resume Examples & Samples

Assist Reservations Manager in maximizing room revenue, average room rate and occupancy percentage through efficient yield management
Ensure all guest’s requests are answered i.e. brochure requests, confirmations etc
Knows the selling status, rates, and benefits of all packages plans
Make and confirm reservations
Make restaurant, transportation, or entertainment reservation, and arrange for tours
Assist the Reservation Manager to operate an efficient reservations department ensuring highest occupancy is achieved
Operate wait list on busy days to ensure maximum occupancy
Show prospective clients around the hotel
Getting information about areas of interest in order to target more clients in particular seasons

Reservations Agent Resume Examples & Samples

Contribute to our environment with a positive and friendly attitude
Demonstrate exceptional Reservations knowledge
Communicate with team members to ensure the highest level of personalized service
Reservations Agents sell the hotel and provide information to prospective guests, capture sales from the incoming calls and coordinate details of each reservation
2 – 3 years of experience in Reservations
Strong command of the English language
Successful candidate must possess legal work authorization in (Location)

Reservations Agent Resume Examples & Samples

Monitor and analyze rooms inventory and increase average rate
Help with staffing needs at the front desk and train agents on the operations of the reservation department
Attend meetings to support business operations
Calculate and prepare room pick-up reports
Initiate and prepare reports as required
Handle all reservations aspects of a group, monitor room block, rooming lists, VIP and other accommodations, and client correspondence relating to reservations
Support revenue management strategies
Manage all aspects of reservations including: processing rooming lists, revisions, cancellations, modifications
Manage all Courtesy and Social Room Blocks
Complete group set up and all that entails (group summary sheet, rates, shoulder nights, packages, taxes, routing special requests)
Collaborate with CP and Sales regarding group contracts and resumes to ensure groups are set up in compliance (rates, packages match what is contracted)
Support FOM in management of all LNR accounts
Manage/ oversee hotel inventory and support FOM in sell out/ over sell situations- open/close inventory, balance room type inventory, etc
Communicates effectively with all team members
Promotes Brand Culture
All other duties as assigned by management
One year experience as a Guest Service Agent or experience in a comparable service position
Must have the availability to work flexible hours (weekends) based on the occupancy demands of the center
Can read, understand, and clearly speak English

Reservations Agent Resume Examples & Samples

Only candidates holding valid work authorization for the US will be considered for the position.*
Comply with Four Seasons’ Work Rules and Standards of Conduct
Ability to analyze, prioritize, organize and follow up with a strong sense of urgency
Excellent interpersonal and communication skills, both in person and by telephone
Strong working knowledge of computers including but not limited to windows and keyboard
Skills and Ability to learn and master multiple software systems
Must be organized with the ability to handle multiple tasks
Previous hotel experience in a Reservations, Front Office, Sales and Marketing is

Reservations Agent Resume Examples & Samples

Respond to queries received by all forms of medium within a 24 hour time frame
Ensure Guest details remain confidential
Ensure contracted and negotiated rates remain confidential, only being disclosed to the rightful personnel
Sell rooms at a rate above the minimum sell rate as stipulated by the Reservations Manager
Maximize revenue on all reservations by upselling room types and promoting other hotel services and facilities accessible to the Guest
Constantly reviewing the performance and operations of yourself and the department, through monitoring JDP results, and achieving forecasted budgets, average monthly rates, and monthly occupancy percentages
Answer all incoming calls within three rings, using the Swissotel Sydney greeting standards
Respond to incoming faxes and emails within 24 hours of being received
Assist Guests with general enquiries, providing accurate and detailed information
Process and confirm all reservation requests according to procedures
Arrange and follow up any special requests and VIP bookings

Wholesale Reservations Agent Resume Examples & Samples

Answering phones in a call center environment while entering data into a computer at the same time
Providing excellent customer service and accurate information on all aspects of properties, activities, and amenities to wholesalers
Working as a team to complete daily tasks
Perform work with a high degree of accuracy- required
Must be willing to work weekends and holidays as needed - required
Able to work on the phone for long periods of time

Reservations Agent Resume Examples & Samples

Being attentive to Guests
Accurately and promptly fulfilling Guests requests
Maintain a high level of knowledge which affects the Guest experience
Assist guests with issues and complaints, with empathy and a focus on guest satisfaction
Key Performance Objectives set annually (as per IHG policy)
Process compliance as the indicated compliance in the Standard Operating Procedures
Lead Handover Quality
Other Events KPIs
Repeat sale or upselling revenue
Customer feedback/satisfaction
Good communication and negotiation skills
Ability to take initiative, meet deadlines and commitments, and complete tasks and projects as required
Strong organisational skills required to maintain electronic and paper filing systems
Maintain a high level of knowledge pertaining to policy and procedure and communicates knowledge effectively to all personnel when applicable
Demonstrates clear and effective verbal and written skills for the purpose of obtaining and conveying information to clients, technicians, management and team members as well as producing reports
Excellent PC skills (including MS Office)

Reservations Agent Resume Examples & Samples

O Convert, quickly, inquiries into contracted business
O Previous experience in a Reservations environment
Good organisational and administration skills
Previous experience in the Reservations function within the hotel/leisure sector

Groups Reservations Agent Resume Examples & Samples

Maximisation of group accommodation sales and hotel revenue opportunities
Ensure the complete administration and execution of all group bookings, following global standards
Generate and develop sales leads and contact potential clients to build business relationships
Manage administrative requests as directed by the Management Team
Ensure highest quality of standards for relationship building, customer service, selling techniques, and billing and processing contracts
Communicate efficiently and effectively with departments in the hotel to ensure a seamless guest experience
Professional & friendly telephone manner

Reservations Agent Resume Examples & Samples

Convert bedroom accommodation enquiries into bookings on the phone, in person or by letter
Record and process using a computer bookings system, cancellations and amendments via phone, fax or email promptly and in line with company standards
Promote and sell the hotel products and services
Record and manage bookings
Prepare reports using computerised reservation systems and other computer software such as Word and Excel

Reservations Agent Resume Examples & Samples

Processing and inputting of all hotel reservations into the Opera Software, with a focus on Group reservations
Promote and maintain good public relations with PCO’s, Travel Agents and Commercial Organizations and solicits business for the hotel
Loading of availability in the PMS and across various distribution channels
Managing and reviewing of all guest history – merging guest profiles for FITs & Groups
Reconfirmation of all guest arrivals prior to arrival at the hotel
Processing commissions weekly
Review and processing of hotel no show arrivals

Reservations Agent Resume Examples & Samples

Responsible in providing efficient handling of room reservations and responding to guest’s needs
Promptly responds to guest inquiries and upsells accommodations to maximize room revenue and occupancy
Meshes all reservations daily and provides accurate occupancy rate at all times
Ensures accuracy and completeness of pertinent details of all reservations
Handles group tours / conventions from the initial blockings to the rooming list

Reservations Agent Resume Examples & Samples

Know-how of creating memorable experience for our guests from the booking phase already
Communication with most of the departments on a daily basis
Assisting sales with group reservations
Understanding and review of online reservations
Selling property features such as spa, restaurant and concierge services

Reservations Agent Resume Examples & Samples

Previous significant experience in a related position
Strong Hotel computer systems and adding machine knowledge
Fluent English (written, spoken and reading)
Applicants must hold a valid work authorisation
Run appropriate reports checking for special requests and hard blocking any rooms that are not hard blocked for special requests
Inform Manager of any Special Attention, VIP guests and assist CIS Leader in obtaining arrival times for VIPs or Special Attention guests
Perform other task or projects as assigned by Hotel Management

Reservations Agent Resume Examples & Samples

Answer the telephones professionally and cheerfully, including transferring and routing misdirected calls and taking messages
Complete a room reservations for any given time period knowing what types of accommodations, rates and special services are available. In addition, the ability to properly code all said reservations as to the rate type, source, travel agent, Sabre, etc
Reason what a potential guest is looking for in room accommodations and participate in problem solving situations while keeping the Reservations Manager well informed
Utilize the guest recognition program to ensure maximum accuracy and recognition
Utilize the computer system in retrieving, updating and inputting room reservations
Process internal reservations, management reservations, reservations from the Central Reservations Office, employee complimentary requests, rooming lists, group blocks, travel agent discounts, telexes and faxes
Perform other tasks or projects as assigned by hotel management and staff

Reservations Agent Resume Examples & Samples

Book room reservations while focusing on maximizing room revenue and average rate using standard rate quoting scenario at all times. Up sell rooms when possible
Enter reservations into the computer according to standard operating procedures
Communicate and work closely with the Sales Department concerning group bookings
Maintain availability calendar and communicate all relevant information to the operations staff
Maintain accurate files and reports
Complete forecasts as required by management
Post no-show revenue daily, if required at property
Process travel agent checks, if required at property
Communicate availability to wholesalers
Review Reservations logbook and Guest Request log on a daily basis
Send confirmations
Process advance deposit/balance sheet
Research travel agent commissions

Reservations Agent Resume Examples & Samples

Assist in the day-to-day operations of the Reservations Department
Produce quotations and written confirmation to all clients
Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business
Ensure Team Members are developed effectively, maintain a thorough understanding of hotel facilities and processes, and generate a culture of high quality standards for relationship building, customer service, selling techniques, and billing and processing contracts
Ensure bookings are guaranteed and no show charges/late cancellation charges are applied where appropriate; and Reservations policies and procedures are followed to ensure Guest satisfaction
Monitor the appearance, standards and performance of the Reservations Team with an emphasis on training and teamwork
Assist in the recruiting, managing, training and developing of the Reservation team
Relevant degree or other qualification in a business discipline

Group Reservations Agent Resume Examples & Samples

Capture sales from in-coming reservations calls and coordinate details of each reservation
Complete internal reservation forms
Run daily reports for Reservations department, operational departments, Sales & Marketing, General Manager & Department Head
Call to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations

Reservations Agent Resume Examples & Samples

Minimum 6 months of customer service experience, preferably in a call center environment
Able to navigate multiple computer systems and show proficiency with Microsoft Office programs
Must be able to handle large call volume of travel inquiries
Team-centric and positively motivated to delight our guests
Possess drive/initiative to complete tasks on a timely basis
Able to exercise good judgment in making decisions
Able to prioritize multiple tasks, have a sense of urgency to complete tasks while being detail-oriented and professional
Exceptional listener with exceptional communication skills
Enjoy talking to different people on a daily basis

Core Reservations Agent Resume Examples & Samples

To take reservations amendments and handle general enquiries regarding bookings for Four Seasons Westcliff. To do this in a pleasant manner as an ambassador for the hotel product
To be able to understand availability and room types knowing their layout
To be fully conversant with the computer system (Opera) and its operations. To have a complete understanding of the reservation procedures to be able to complete them while delivering Four Seasons standards
To be fully familiar with the Four Seasons Hotel Westcliff and Johannesburg city
To be able to handle same day reservations and handle private order requests
To carry out any other duties as requested by the Revenue and Reservations Manager or any other member of management
To perform any other duty outside the normal daily/ weekly routine, but within the overall scope of position
To report punctually at shift commencement time
To never leave the Reservation department unattended during working hours
To keep all cancellations updated
To be able to understand, update and process payments in the Travel Agents commission system
To be able to handle problem calls promptly and efficiently and fill in the glitch report for follow up
To be responsible for handling groups and setting up group reservation blocks
To handle specific requests
To be responsible to book a car transfer with the concierge
To be comfortable and skilled at marketing and selling our accommodations and services according to the needs of the guest
To recognize return guests who call
To have a full understanding of room type availability and overbooking
To be fully familiar with all of our rates and packages
To be focused on the needs of the customer and be sensitive and accommodating to their requests

Reservations Agent Resume Examples & Samples

Previous customer relations experience required
Previous Experience with S&C Manager preferred
Strong interpersonal skills and problem solving abilities

Reservations Agent Resume Examples & Samples

Responsible for recording and processing all reservation inquiries made by phone, fax, or email accurately and efficiently and to convert to a sale whenever possible in order to meet hotel targets, including rooms, restaurants and golf club reservations for Crowne Plaza
In addition to promoting the desired work culture in line with the 5 core values of the IHG Winning Ways and at par to the InterContinental Hotels Group Service Standards and Brand ethos
Maintains a regular pattern of sales calls and ensures no calls are left unanswered, when received through our Automatic Call Distribution system (ACD)
Maintains high quality of correspondence and accuracy of information input into reservations while ensuring timeliness of correspondence
Maintain high Signature test call scores
Process amendments to reservations such as extensions, early departures, etc. based on availability and strategies

Rooms Reservations Agent Resume Examples & Samples

Make room reservations for the Leisure/Group/Tour & FIT segments as assigned within the department. Each segment has its own tasks and processes
Efficiently produce and execute daily reports for segments, auditing reservations and updating as needed
Promote hotel services and amenities to encourage an exceptional resort experience
Replying to enquiries/emails in the Reservations Common inboxes in a timely manner
Correspond with guests/clients via fax, email or telephone phone while monitoring Reservations voicemail regularly
Correspond with guests/clients via fax, email or telephone phone while monitoring Group Services voicemail regularly
Review Site Inspection, FAM, BDT and Rooming List forms to ensure accuracy of room reservations
Ensure CRS & PMS inventory is balanced daily
Review information on Fairmont.com website and other third party booking websites to ensure accuracy of information for our hotel
Work closely with Sales, Front Office and Accounting teams to ensure all client expectations are met and/or exceeded
Assist with duties within other Reservations Segments (Leisure, Tour & FIT & Groups) when required
Assist with other duties as assigned. As a member of the Rooms Division, you may be asked to fill into other departments as needed due to staffing levels
Active ambassador for our guests, the hotel and community
Follow and Champion all Health & Safety Policies within department
Previous reservations experience is an asset
Previous sales experience is an asset
Second language is an asset
Must display strong analytical, organizational and administrative skills to be able to deal with multiple priorities simultaneously
Passion for hotel operations with a strong attention to detail
Working knowledge of Opera Property Manager System (PMS) is an asset
Working knowledge of Central Reservations System (CRS) is an asset
Strong communication, interpersonal and problem solving skills
Excellent written and verbal skills required
Strong computer skills with a working knowledge of Word, and Excel
Professional Presentation with ability to work well under pressure in a fast paced environment
Must be willing to work shifts (including split shifts) and varied days off on occasion

Reservations Agent Resume Examples & Samples

Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniques
Promote the Hotel’s (and ICHG generally) products and services
Maintain a high level of product and service knowledge about all ICHG Hotels in your region
Develop and maintain a regular pattern of sales calls
Prepare and execute action plans which increase reservation sales and associated business
Record and process reservations made by phone/fax/email
Accept wait list reservations
Manage “no show” reservations by investigation and recording of same
Liaise with Front Office Manager or Finance Manager for all reservations requiring credit approval
Monitor reservation levels and inform Managers of current and future occupancy rates
Prepare reports as requested (eg to travel agents, business houses etc)
Prepare reservation sales reports

Reservations Agent Resume Examples & Samples

Ideally with a university degree or diploma in Hospitality or Tourism management
Minimum 1 or 2 year work experience Reservations Agent/Officer or Guest Service Agent/Officer
Excellent in English
Opera PMS knowledge
Administrative Skill
Interpersonal skill
Hyatt experience is advantage

Reservations Agent Resume Examples & Samples

Maximisation of accommodation sales and hotel revenue opportunities
Ensure the complete administration and execution of all reservations, following Hilton global standards and internal hotel procedures
Keep Revenue Analyst informed if there is any potential clients to maximise opportunities

Reservations Agent Resume Examples & Samples

Responsible for assisting customers with travel requests by answering incoming calls and matching the features and benefits of Alaska Airlines to the needs of the passengers
Answer customer's inquiries regarding all aspects of their travel on Alaska Airlines or one of our travel partners
Ability to handle customer questions, complaints, and inquiries with the highest degree of courtesy and professionalism to resolve customer issues with first call resolution
Assist customers with technical website and mobile navigation needs
Make new reservations and change existing reservations on scheduled domestic and international flights
Perform both computer and inbound/outbound telephone related tasks
Demonstrated proficiency and agility with adopting, utilizing and navigating new and rapidly changing technologies and applications on handheld and other multi-media devices required
Demonstrated knowledge and aptitude to use computers and related technology skillfully required
Fluent in Spanish highly preferred
Must have strong customer service skills and a professional and pleasant phone demeanor
Must possess exceptional verbal and interpersonal communication skills in order to assist customers and interact with coworkers
Proven ability to continually learn and understand changing job-related policies and procedures, company products, services and promotions in an efficient manner required
Adaptable to performing work according to set procedures required

Reservations Agent Resume Examples & Samples

Responsible for taking reservations and accurately inputting into the computer system and handle all guests’ special requests in a professional manner
Carrying or lifting items weighing up to 10 pounds
Use a keyboard to operate reservations system, etc

Reservations Agent Resume Examples & Samples

Perform daily checks to ensure a smooth arrival experience for the Guests
A highly professional telephone/e-mail manner and excellent communication skills
Attention to details and critical thinking
Eagerness to learn and develop

Seasonal Reservations Agent Resume Examples & Samples

Responsible for individual reservations through the telephone and central reservation system and act as secondary contact for wholesale companies
To answer guest inquiries regarding rates, special packages, and general information of surrounding area
General office work, i.e. photocopying, filing, faxing, etc
Perform test calls to competition & Global Reservation Centre
Ensuring inter-departmental communication and co-operation in the interest of better guest satisfaction
Maintaining a safe, hazard free and environmentally friendly workplace
Participation on one hotel committee
Engaged and active participation in Turning Moments in to Memories for Our Guests using the Reservations Motto
Knowledge of Property Manager/ Opera computer systems an asset
Knowledge of IRIS/Micros Fidelio Reservation Systems an asset
Knowledge of communication equipment i.e. fax machine; phone
Must have friendly, courteous telephone etiquette
Work well independently, as well as in a team
A desire to learn and advance in Reservations or Sales
Knowledge of hotel and surrounding area an asset
Strong analytical skills as well as ability to make decisions independently is essential
Must be proficient with Windows, Word and e-mail applications and also be familiar in learning new technology

Remote Reservations Agent Resume Examples & Samples

Requires ability to work a flexible schedule including nights, weekends, and holidays as needed to support the needs of the business
The shift will be Wednesday - Sunday 1:30pm - 10:00pm PST
Requires the ability to work from a remote location with a quiet office environment
Requires computer less than three years old, reliable internet connection. For PC we require Windows Vista or higher with at least 2GB of Ram. For Mac/Apple we require OSX 10.6 or higher. A headset will be provided for your use with our custom built internet based phone system

Cluster Individual Reservations Agent Resume Examples & Samples

Handling new reservation requests via email and telephone
Checking all transient reservations and keeping the reservation systems up to date
Having excellent knowledge about the hotel facilities and use the hotel USPs in order to maximize sales
Draft and send out room offers, confirm reservations towards our guests and bookers
Be in compliance with the Hilton credit policy
Keep up with our accurate digital filing system
Warrant our Guest Satisfaction promise by using the Hilton service standards
Regularly attend the revenue conference calls being the representative of the Reservations department
Monitoring the room availability of our hotels and in case of "full house" situations ensuring our front office team is fully informed about our commercial strategy in order to achieve 100% occupancy
Being our expert from the in-house cluster Reservations department towards the "International Reservations & Customer Care Team" with a specialization for one or more of our Cluster Hotels
Dealing with revenue-related activities, such as developing and loading various "rate plans" in the system. Tracking, opening and/or closing room availability for our travel agents
Boost the room sales for our hotels in cooperation with the full Hilton Reservations Team and maximize results through upselling and cross-selling
Hospitable attitude
Commercially strong
Representative
Decisive
Preferably one year experience in a similar position
Fluent English and Dutch language skills

Reservations Agent Resume Examples & Samples

Working knowledge of Opera, Microsoft Office
Minimum 2 years experience in Hotel or Resort, as Reservations Agents
Luxury hotel or resort background preferred
Understands the local culture and have worked in the region

Reservations Agent Resume Examples & Samples

Processes reservations by mail, telephone, telex, cable, fax or central reservation systems referral
Processes reservations from the sales office, other hotel departments, and travel agents
Knows the type of rooms available as well as their location and layout
Knows the credit policy of the hotel and how to code each reservation
Creates and maintains reservation records by date of arrival and alphabetical listing
Determines room rates based on the selling tactics of the hotel
Prepares letters of confirmation
Communicates reservation information to the front desk
Processes cancellations and modifications and promptly relays this information to the front desk
Understands the hotel's policy on guaranteed reservations and no-shows
Processes advance deposits on reservations
Tracks future room availabilities on the basis of reservations
Helps develop room revenue and occupancy forecasts
Prepares expected arrival list for front office use
Assists in preregistration activities when appropriate
Monitors advances deposit requirements
Handles daily correspondence. Responds to inquires and makes reservations as needed
Makes sure that files are kept up to date
Maintains a clean and neat appearance and work area at all times
Promotes goodwill by beings courteous, friendly, and helpful to guests, mangers, and fellow employees
Walk around with the client and ensuring that they secure whatever services they are in need of
Making arrangements for clients travel programs
To be fully aware of and adhere to health and safety, fire and bomb threat procedures
Willing to undertake any reasonable request made by management in any other areas of the house
Configuring rates on the hotels property management system
Must speak, read, write, and understand English
Being able to communicate in Russian is an advantage
Previous hotel-related experience desired. Experience in Hotel software and their functionalities

Reservations Agent Resume Examples & Samples

Books wholesale reservations and inputs Groups and Convention rooming lists for all properties
Answers phone calls in a cordial and professional manner. Assists guests with new reservations, modifications, and cancellations
Assists Sales, Meetings & Conventions Managers with reservation requests and rooming lists. Maintains accurate records and documentation for all reservations
Researches questions from Front Desk and Business Management related to guest disputes
Assists Revenue Manager and Senior Revenue Manager in identifying potential stop sell dates for wholesale reservations
Assists in clearing waitlists at all properties
Performs other tasks and special projects as requested by Revenue Manager and Reservations Manager
Must be flexible to work any day of the week
1-2 years experience in the hospitality industry and previous phone sales required
Computer experience required with knowledge of MS Outlook, Word and Excel
Knowledge of VOICE and Journeys systems preferred

Reservations Agent Resume Examples & Samples

Capture sales from in-coming reservations calls and coordinate details of each reservation. Complete internal reservation forms (40%)
Run daily reports for department, operational departments, Sales & Marketing, General Manager, Department Head (2%)
Answer General Reservations e-mail, retrieve and distribute mail and process brochure requests. (5%)
Handle guest complaints in accordance with Four Seasons policy. (2%)
Process WRO, Trust, Internal Reservations, and FIT reservations (15%)
Call to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations. (10%)
Run appropriate reports checking for special requests and hard blocking any rooms that are not hard blocked for special requests, inform Manager of any Special Attention, VIP guests and assist CIS Leader in obtaining arrival times for VIPs or Special Attention guests. (5%)
Monitor Front Desk reservations made night prior, address any reoccurring issues (2%)
Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival. (3%)
Process Employee Comp requests, handle Friends & Family requests with guidance from Department Head or Assistant Manager (5%)
Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee. (5%)
Respond according to the crisis management plan to any resort emergency or safety situation. (1%)
Assist with all guest inquiries within the sales and marketing department, including assisting with high telephone volume and walk-in site inspections
Assist with the development of all direct sales presentation material for both travel industry and group sales
Assist Group Rooms Coordinator in processing rooming lists or introduction letters (1%)

Reservations Agent Resume Examples & Samples

Provides answers that are adapted to customers' needs, taking the accommodation possibilities into account
Rapidly identifies the new customer and modifies the sales pitch accordingly
Informs customers about the services on offer at the hotel and encourages use
Is familiar with the local area around the hotel, including the competition
Suggests other Mercure or Accor hotels to customers if the hotel is full.

Reservations Agent Resume Examples & Samples

Previous reservations experience; hotel and resort experience a plus
Must have great customer service skills as well as phone and computer knowledge
Excellent English communication skills are required; other language skills are a plus
Candidate must be able to multitask and have a flexible schedule that will enable them to work both morning and evening shifts as well as weekends and holidays

Reservations Agent Resume Examples & Samples

Process all inbound individual reservations calls
Process outbound individual reservations calls
Create or revise all individual / group reservations in the Property Management System or manual forms, using the Hollywood Gaming System and any other property information necessary to accurately create reservation
Read all memos, emails, and be aware of all Casino, Hotel, and Event Center promotions and events
Process all customer questions accordingly utilizing all system and information provided
Using superior customer service skills, respond to customer direct mail and promotional concerns and issues to promote a return visit
Generate new casino accounts and create gaming cards for arriving bus patrons and hotel package customers
Keep work station in a clean and orderly fashion
Adhere to defined readiness standards as established by Management
Adhere to defined call quality, efficiency, call adherence, and productivity standards as established by Management
Effectively respond to issues that arise by thinking quickly and reacting based on knowledge of policies and procedures
Assist in reports and other necessary paperwork
Monitor rooms and special event blocks so as not to exceed planned capacities
Act as a liaison between related departments to ensure maximum guest and department satisfaction
Assist with telephones/reservations when activity demands
Handle customer request and/or complaints
Promoting a positive, professional and friendly attitude to guests throughout the reservations process
Read, write legibly, understand and speak English
Minimum of a high school diploma or G.E.D.; prefer Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience
Cast Member is regularly required to stand; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms. The Cast Member is occasionally required to walk; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear

Reservations Agent Resume Examples & Samples

 Assist with new and existing reservations on AA and AA partners via phone
 Actively sell AA products and services
 Provide accurate information regarding flights, fares, destinations, products and special offers
 Assist with AAdvantage related queries or issues
 Assist with baggage related queries or issues
 Provide flight reprotection as a result of schedule changes or flight irregularities to ensure efficient service recovery by finding viable alternatives that meet customer requirements
 Liaise with internal customers from other AA locations
 Keep updated on company policies, procedures and technologies by attending ongoing training and reading daily bulletins and other communications to ensure changes are implemented timely and effectively
 Review own performance and coaching sessions using Compass and NICE tools
 Provide feedback on system issues

Reservations Agent Resume Examples & Samples

Written and verbal communication skills in English
Able to develop rapport with colleagues and management staff
Ability to work cohesively with co-workers as part of a team
Ability to promote positive relations with all hotel guests and patrons
Able to exercise good judgment with difficult guests
Understanding and ability to work in a multi-cultural environment

Resort Reservations Agent Resume Examples & Samples

Fully bilingual (English and Spanish)
Previous experience in similar position
Able to stand for long periods of time (mostly, during the entire shift)
Able to work flexible shifts, including rotating shifts, nights, weekends and holidays. *Able to work independently and as a team player
Quick thinking and problem solving skills
Self motivated, driven

Reservations Agent Resume Examples & Samples

Previous Reservations and/or Front Office at a luxury property preferred
High Volume Call Center
Experience with Opera PMS preferred
Reading, writing, and oral proficiency in English is a MUST

Reservations Agent Resume Examples & Samples

Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers
Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program
Follow “up selling” techniques and sales strategies in order to maximize property revenue
Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts)

Reservations Agent Resume Examples & Samples

Manage the general reservations e-mail inbox
Contact guests to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations
Run appropriate reports checking for special requests or those requiring procedural actions, hard block key room assignments, inform Manager of any reservation requiring Special Attention
Assist GRS in guest recognition efforts by pre-clearing reservations to identify existing return guest profiles and acknowledge those requiring VIP or Special Attention
Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guest’s arrival

Reservations Agent Resume Examples & Samples

Answer General Reservations e-mail, retrieve and distribute mail and process brochure requests. Review upcoming reservations daily for up-sell potential and contact guests to offer up-sell to an upgraded accommodation
Run appropriate reports to check for special requests and hard block any rooms for special requests, inform manager of any Special Attention, VIP guests and assist CIS Leader in obtaining arrival times for VIPs or Special Attention guests
High school education or equivalent experience required
We are looking for an individual with excellent personal presentation and interpersonal skills
Previous reservations experience, front office or a high volume call center with a luxury hotel company is preferred
Good problem solving ability and proficiency in Opera is preferred
Fluency in reading, writing, and spoken English is also required
The ability to remain calm under pressure is essential and applicants must have a flexible schedule with the ability to work all shifts, weekends and holidays
Must already be legally permitted to work in the United States. Visa sponsorship is not available

Reservations Agent Resume Examples & Samples

Sell the hotel products and services using up-selling and suggestive selling techniques
Promote the Hotel’s (and IHG generally) products and services
Maintain a high level of product and service knowledge about all IHG Hotels in your region
Prepare reports as requested (e.g. to travel agents, business houses etc)

Temporary Reservations Agent Resume Examples & Samples

Answer all incoming calls promptly, in an attentive, courteous and efficient manner
Answer guest inquiries about hotel services, facilities and hours of operation
Handle all special reservations, to include V.I.P. reservations, packages and discounts
Book and block rooms using hotel standards for Group Rooming Lists and Booking Agreements
Attend and give input on trends and opportunities to maximize revenue
Monitor daily sales activity and alert Guest Services Manager of sold out nights, group status and possible problem situations
Be able to perform all duties of Guest Services Agent and assist at front desk as needed
Call for occupancy at area hotels
File reservations and group contracts
Process brochure requests
Forecast packages according to hotel standards
Experience in a hotel or a related field preferred. Opera experience preferred

Reservations Agent Resume Examples & Samples

Process telephone, fax and email reservations according to room and rate availability, ensuring that full and accurate details are obtained and input accordingly into Opera
Update reservations, to input and record cancellations and amendments, making sure all bookings are accurate
Deal with travel agent bookings, vouchers and credit requests, ensuring that the hotel’s policy is adhered to at all times
Type letters, fax and email confirmations and check details and requirements for accuracy
Promptly send all email, fax and letter confirmations
Print Synxis regularly and log all queue numbers
Process all Synxis reservations and messages ensuring that all bookings are accurate
Regularly and correctly file all correspondences for present, past and future months
Consistently update guest history records using the defined Jumeirah abbreviations and add any new or relevant data as necessary
Update the Daily Pick Up report on a daily basis and attend morning meetings
To be full conversant with Opera, reservations and Synxis reservations worldwide reservations system
Ensure all handover issues and items to be followed up are detailed in the diary or passed on to the relevant department and resolved promptly
To be fully conversant with rate groups, and sales accounts procedures
To be able to produce a weekly forecast report for the current and future month
Set up inventory groups and input rooming lists
Liaise with Sales and other departments when dealing with VIP guests, sales leads and rate requests
Cross check the next day Opera/Synxis arrivals report
Liaise with Sales and Banqueting for any enquiries with regard to room reservations, conferences and other functions
Excellent level of English
Competent computer skills, word, excel, power point, Opera (desirable)
Excellent communicator at all levels
Effective organisational skills; able to prioritise tasks and self manage demanding workload
Friendly, approachable and professional

100

Reservations Agent Resume Examples & Samples

Ensure that reservation telephones are attended at all times during scheduled hours and the team is complying with the set standards of salutations and telephone etiquette
Ensure that the minimum response time is maintained for all reservation requests. Instant update on detailed information in PMS and reservation system to maintain Guest Satisfaction
Good attention to details with the right attitude and passion to maintain excellent working relationships with the clients
Ability to work as part of a diverse team with colleagues from different viewpoints, cultures and countries

101

Senior Reservations Agent Resume Examples & Samples

Answer telephone and email inquiries in a timely manner
Ability to advise guests on Metro Vancouver, its history, activities and attractions
Must be able to type 40 words per minute

102

Resort Reservations Agent Resume Examples & Samples

Candidate should have reliable transportation to and from resort
Refined written,verbal communication skills and ability to multitask required
Must be comfortable and proficient working with a computer for the duration of the shift as well as as on the phone

103

Reservations Agent Resume Examples & Samples

Previous travel or industry related experience preferred but not required
The schedule will be Thursday - Monday, 10:00am - 6:30pm EST. The schedule is subject to change based on business needs
Requires the ability to work from our Ellijay office

104

Reservations Agent Resume Examples & Samples

We are looking for candidates who have previous reservations experience
Excellent command of the English language, ideally with a second language
Requires a high level of attention to detail and problem solving skills, as well as a passion for customer service
A robust benefit plan, including medical, dental, vision, life insurance, 401(k) and paid time off

105

Reservations Agent Resume Examples & Samples

Answer phone calls and assist caller/guest
Make reservations of social, group, Barton Creek Members, and third parties
Implement Moments of Service (MOS) on every call
Change/cancel reservations
Book tee times and spa appointments in Resort-Suite
Check voice-mail/in-box
Post advance deposits and route billing
Process confirmations
Process and research travel agency commissions
Review arrivals and social groups
Contact web reservations to book activities
Email relevant correspondence with appropriate departments
Make detailed reservation notes to ensure accuracy
Previous experience in a Luxury Hotel Customer Service / Reservations (preferred)
Experience with Delphi, Opera ORS, and Opera PMS (preferred)
Previous experience using passkey, nomadixcms, and iMeeting planner app (preferred)
Proficient computer skills on Microsoft Office, Excel, and Word
Excellent and professional communication skills
Highly detailed, and able to maintain excellent organizational skills – while working in a fast pace environment

106

Reservations Agent Resume Examples & Samples

Make reservations
File Reservations and back-up
Handle mail/correspondence
Post advance deposits
Process 800 number reservations

107

Reservations Agent Resume Examples & Samples

Answer all phone calls promptly and in a courteous manner
Be knowledgeable of current rates, promotional specials, hotel operations and other information necessary to answer guest inquiries
Know the layout of the hotel including all room types, suites and meeting rooms
Have a complete working knowledge of the reservation functions in the hotel
Be aware at all times of the selling status of the hotel
Have a complete knowledge of our special rates and packages and know which benefits are included in each
Be knowledgeable of all promotions and be able to process reservations accordingly
Secure all required information from the guest when making a reservation
Understand and follow reservation policy pertaining to guarantees, cancellations and no-shows and communicate them clearly to each guest
Process all advance deposits on future reservations, and post each deposit to guest’s reservation. Run necessary reports daily
Maintain and audit TA commission processing
Assist in maintaining third party and wholesaler extranet sites
Handle daily correspondence; respond to inquiries and make reservations as needed
Be aware of, and adhere to the rules and regulation of the hotel and the Reservations department
Create and maintain positive relationships with all other departments and know how they relate to the reservations department
Perform daily office duties and any other projects assigned by managers

108

Reservations Agent Resume Examples & Samples

Accurate input of Reservations into system
Input Reservations within specified time periods
Maximize potential room revenue by following specified selling guidelines
Respond to guest calls in a timely manner
Property-wide departmental interaction
Raise the awareness of inventory issues
Knowledge of hotel services and events
Ensure an efficient and professional working environment with open communication
Strong keyboard skills preferred
Must be able to analyze situations and make decisions that meet and exceed the expectations of the hotel
Ability to learn and master multiple software systems required
Strong working knowledge of Microsoft Excel
Previous hotel experience in a Reservations, Front Office, Sales and Marketing or Accounting environment is preferred

109

Reservations Agent Resume Examples & Samples

To be fully aware of the national history of Ras Al Khaimah, places of interest, shopping areas, etc
To maintain professional confidentiality and never disclose any secrets pertaining to the Company
To ensure that the product standards are followed as trained
To input and answer all written correspondence (fax & email) and telephone inquiries within 24 hours of being received
To ensure that all reports are completed on a daily basis and filed for reference
To be aware of the Hotel occupancy and average room rate today, month to-date and performance against budget requirements
To conduct a daily audit of tomorrows arrival file to ensure accuracy
To ensure complimentary vouchers are received from internal departments (wherever applicable) and are filed immediately
To maintain high level of guest telephone contact skills while promoting the Hotel, our Restaurants, and the Spa through good selling and communication skills
To achieve an optimum level of occupancy and average room rate to best yield revenue and to ensure budgeted targets are met
To be fully conversant with all market segment and rate plans, together with special rates and packages
To maximize room revenues, and create additional revenue, by utilizing effective Upselling techniques
To liaise daily with the Reservations and Revenue Manager regarding business on the books and the strategy for the day
To deal with faxes, correspondence checking (VIP’s, regular guest …), group allocations, and to respond to guest requests on a daily basis
To handle customer queries and complaints relating to the Reservations Department
To achieve targeted scores in all Test Call programs assisting the Hotel to maintain its ratings
To ensure Profiles are maintained, merged and updated on a regular basis to provide accurate
Company, Agent and Individual Guest information as directed by the Reservations Coordinator
To maintain the Reservations files in an up to date and accurate manner
To work closely with Front Desk and Events to maximize Guest Satisfaction

110

Reservations Agent Resume Examples & Samples

Excellent training and development opportunities
Meals while on duty and laundering of hotel uniform
Competitive Wage and benefits

111

Reservations Agent Resume Examples & Samples

Make room reservations correctly in the hotel system
Maintain and communicate knowledge of all room rates, packages and promotions
Maintain and monitor room availability for any given day
Have knowledge of
All departmental policies/service procedures/standards
All functions of the computer systems
All hotel facilities/services, hours of operation
All guest room layouts, bed types, decor, appointments, and locations
Restricted dates, rates and room types
Respond to incoming calls promptly and courteously
Responds to requests for service and assistance
Must have flexibility to work nights and weekends
Must be able to read and write fluent English
Ability to write simple correspondence
Stand less than 20% of the time
Walk less than 20% of the time
Sit up to 90% of the time
Lift up to ten pounds
Push / pull up to 10 pounds

112

Reservations Agent Resume Examples & Samples

Direct incoming U-Haul equipment to dealerships and moving centers to fill every confirmed reservation
Assist in controlling rental equipment inventories within the assigned marketing company geographic area
Monitor current competitor rates and maintain inventory records
Update, review, and audit inventory reports

113

Reservations Agent Resume Examples & Samples

Answer General Reservations e-mails, retrieve and distribute mail and process brochure requests
Run appropriate reports checking for special requests and hard blocking any rooms that are not hard blocked for special requests. Inform Manager of any Special Attention, VIP guests and assist CIS Leader in obtaining arrival times for VIPs or Special Attention guests
Monitor Front Desk reservations made night prior; address any reoccurring issues
Process Employee Comp requests; handle Friends & Family requests with guidance from Department Head or Assistant Manager
Three to twelve months of previous Reservations and/or Front Office experience required or High Volume Call Center

114

Group Reservations Agent Resume Examples & Samples

Answer all reservation requests in a courteous and efficient manner using the principles of Benefit and Feature selling whilst adhering to all the criteria as laid out in the Marriott Reservation Test Call Format
Process all transactions of reservations by fax, letter or email where necessary
Handle all reservation requests from other departments in the hotel by crib sheet and maintain files on these requests
Process rooming lists and group blocks within the MARSHA and OPERA systems. Indicate all special requests and billing procedures
File and process reservations correspondence
Make certain all files are current and in order
Previous hotel front office or reservations experience is preferable
Previous customer service experience is essential
A capability and commitment to delivering high levels of customer care
A positive attitude and excellent communication skills
Competency in the use of Fidelio
Excellent command of English and one other European Language (preferably French) is desirable

115

Reservations Agent Resume Examples & Samples

Call to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations. Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival
Run appropriate reports checking for special requests
Answer phone calls in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions
Accept and deliver wake-up calls, messages and facsimiles in a timely manner

116

Reservations Agent Resume Examples & Samples

Pleasant speaking voice, excellent verbal and written communication skills
Ability to type 30 words per minute accurately
Previous reservations/PBX/Front Desk experience desired

117

Seasonal Reservations Agent Resume Examples & Samples

Book and enter room reservation requests using the Central Reservation System
Update and detail reservations ensuring a flawless check in and check out process
Liaise with Global Reservations, Sales and other departments as required
Answer telephone and email inquiries in a timely, professional and personalized manner
Previous Property Manager System and/or Central Reservations System experience an asset

118

Reservations Agent Resume Examples & Samples

To have a complete knowledge of the hotel product and services including room types, relative features, food & beverage outlets, and guest facilities along with any promotions within the hotel
Be fully aware of the hotel’s selling strategy, rates and booking status
To develop and maintain a close and harmonious working relationship with all departments within the hotel
Effectively organise the workflow in the Reservations office
Attend to emails, faxes and phone calls in a timely manner, working within a 24 hour turnaround
Answer telephone calls within three (3) rings
Fully understand and adhere to hotel policies and procedures
Be fully competent in inventory management, ensuring inventory is maintained regularly
To have a thorough understanding of Marriott Rewards, Club Marquis and Marriott Miles programs
When required, process and maintain Group allocations and rooming lists. Record any changes and pass on all information accurately to all departments concerned. Liaise with the Sales & Marketing department on all groups
Attend training sessions and meetings as required
Have a good understanding of Front Office and Sales & Marketing operations and how they relate to Reservations
Ensure the office is kept clean and tidy at all times
Understand the MARSHA system, calling up bookings throughout the day and sourcing Marriott Miles / Rewards information through this system
Research and process ‘No-Shows’ on a daily basis
Post cheques to accounts and keep all necessary paperwork
Assist the Sales & Marketing department with telemarketing agents and companies
Conduct ‘Competitor Calls’ weekly
Confirmation and filing of all reservation correspondence
Assist guests and associates with Business Center requirements, as and when required
The Hotel requires that you will follow established Workplace Health and Safety rules and regulations and demonstrate duty of care to all of our associates
Perform any other duties as requested by Senior Management

119

Reservations Agent Holiday Inn Old Sydney Resume Examples & Samples

Tertiary qualifications in Hospitality or Business studies are desirable
Excellent communications skills over the telephone
Experience in a Property Management System, Opera or similar
A second language would be an advantage

120

FHP Reservations Agent Resume Examples & Samples

Assists owners with reservations in all Fairmont Zimbali Properties
Create Reservation presentations with good promotions and distribute that with owners
Update rate codes in PMS
To distribute availability within circle of our owners
Update the Department on the Rental Chart
To prepare Monthly Report for Reservations made
Update of Reservation chart with the later changes
Update PMS system with rooms and later changes
Attending to calls and responding to emails e-mails in a timely manner
To ensure the property is always 100% occupied
Perform tasks of a reasonable nature as and when requested by Management
Previous customer related experience required / 3 years experience in a similar position
Ability to surpass targets and goals
Dedication, enthusiasm, pro-activeness, and commitment to being the best
Flexible and committed to work, schedules may be varied at times and may include weekends
Highly responsible and reliable

121

Reservations Agent Resume Examples & Samples

HIlton OnQ PMS experience required
Pleasant speaking voice Bilingual preferred
Previous reservations and PBX experience
Must be able to type accurately (30 words per minute)
Responsible for taking reservations and accurately inputting into the computer system
Answer inquiries of room rates, outlets and room locations
Interact with Group Rooms Coordinator on bookings
Activate “manual system” in the event of system downtime
Keep up to date with knowledge of phone system
Handle all guests’ special requests in a professional manner
Post advance deposits and keep accurate records of deposits
Complete all necessary projects by the assigned times
Complete documents as directed and to specifications

122

Group Reservations Agent Resume Examples & Samples

Assist conference attendees by building complete reservations offering all available essentials
Data entry experience preferred
MS Office Suite experience and knowledge required

123

Reservations Agent Resume Examples & Samples

Strong Communication skills (verbal, listening, writing)
OPERA, MARSHA, IMS, Microsoft Office and other operating systems
Physically fit

124

Reservations Agent Resume Examples & Samples

To execute in a timely manner all correspondence for guest reservation requests
To maintain accurate and current room information in all account files-PM, myFairmont Reservations
Process all group rooming lists accurately and efficiently
Ability to type 40 w.p.m
Desire to work and grow in the hospitality industry
Previous front office and/or reservations experience required
Previous guest service experiences a must
Must have high level of professionalism and must work well with others
Must be flexible with the ability to sustain a high level of productivity and efficiency at all times
Must display strong analytical, organizational and administrative skill to be able to deal with multiple priorities
Exceptional ability to work under deadline pressure
Strong computer literacy with Word, Excel and Outlook would be an asset
Knowledge of PM and Iris would be a plus but not compulsory
Post secondary education Hospitality Degree/diploma a must
Able to work shifts, holidays and weekends

125

Reservations Agent Resume Examples & Samples

Take calls to assist guest needs with reservations including modifications and cancellations
Offering recommendations which will maximize revenue and guest stay satisfaction
Maintain a high level of professionalism when speaking with customers
Requires the ability to work in a high call-volume environment
Advanced verbal and written communication skills
Excellent phone etiquette skills
Intermediate experience working with basic computer programs (MS Office, Outlook, etc)
Must be able to become proficient on Omni Hotel’s reservation system
Prior Call Center experience a plus

126

Reservations Agent Resume Examples & Samples

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 listen effectively and to speak English clearly over the telephone
Ability to access, read and accurately input information using a moderately complex computer system
Ability to establish and maintain effective working relationships with employees, customers, and patrons
Ability to follow written and or verbal instructions in English
Ability to input 40 WPM on a computer keyboard
Ability to communicate effectively in English in writing

127

Reservations Agent Resume Examples & Samples

Listen and communicated effectively and use selling strategies to close sales
Record all reservations neatly and accurately on prescribed forms
Update guest history records, travel agency/company records on a regular basis
A working knowledge of hotel operations
Ability to operate computer equipment

128

Reservations Agent Resume Examples & Samples

Excellent customer relations and telephone manners
Can handle rotating shifts or longer working hours
Knowledge of Opera system is a plus

129

Reservations Agent Resume Examples & Samples

Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended
Maintain complete knowledge of
All guest room layouts, bed types, decor, appointments and locations
Room availability for any given day
All room rates, packages and promotions
Specific arrangements between hotel and travel agencies, corporate reservations center
Entertainment/special events scheduled in the hotel
Set up work station with necessary supplies and resource materials
Answer telephone calls within ___rings, using correct salutations and telephone etiquette
Process all reservation requests, changes and cancellations received by phone, fax, telex, mail, internally and through corporate reservations center or travel agencies
Ascertain callers' needs through open-ended questions
Describe room accommodations and all amenities
Obtain all designated information to book a reservation
Accommodate special requests and designate such in system
Access guest history records to best service guests; maintain accurate information in guest history files
Maximize rate for all reservations
Promote and sell holiday and other packages to callers requesting reservations on designated dates
Assist callers with dining room reservations and amenity orders
Verify availability. Suggest alternate dates for sold-out dates
Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller
Relay accurate information on transportation arrangements from airport to hotel; input and document such requests
Set up proper billing accounts (i.e., sharewiths, room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits
Verify all reservation information with caller to ensure accuracy
Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message)
Document all information for manual reservations on designated form
Input all manual reservations into the system
Obtain approval from Front Desk management for same day reservations on near sell-out dates
Process confirmation letters
Designate and apply appropriate travel agency commissions
Initiate deposit refunds for non-group reservations
Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department
Create individual files and group masters with designated information for each group booking received from the Sales Department. Update changes received from Sales
Set up group room blocks in the system. Book group reservations against the room block
Input group rooming lists
Monitor group cut-off dates and review with Sales or group contact
Review group resumes and convey all pertinent information in the system to appropriate personnel
Monitor and maintain wait lists daily
Process requests for mailing brochures, correspondence and package information
Compile and maintain information for daily/weekly/monthly reports
Review status of assignments and any follow-up action with on-coming Agent
Experience: Minimum one year’s experience as a reservations agent, preferably for a

130

Reservations Agent Resume Examples & Samples

Convert telephone & email inquiries into reservations
Utilize Lead Management System for proficient guest follow up & selling
Outbound sales efforts
Utilize the local Property Management System for rates and confirming guests
Assist Existing Guest Reservations as necessary
Knowledge of NAVIS Narrowcast applications a plus
Ability to manage sales leads a must
Telephone sales experience

131

Reservations Agent Resume Examples & Samples

This is a part time position. The schedule will be Saturday - Sunday 9:00am - 6:00pm EST. The schedule is subject to change based on business needs
The position is based in our Key West office
Check guests in and out

132

Reservations Agent Resume Examples & Samples

High School Graduate
Sales Work and Goal Driven experience required
Computer literate
Sales skills a must

133

Reservations Agent Resume Examples & Samples

Answering and responding to reservations queries by telephone, emails and online within targeted timeframes
Successfully converting telephone enquiries into bookings and making cancellations
Perform daily tasks
Complete reports/checklist’s on a daily basis
Accurate inputting of bookings
Liaising with travel agents
Updating vouchers
Assisting with group bookings
Drive Accor loyalty programs
Participating in department meetings and maintaining a positive relationship with Front Office departments

134

Reservations Agent Resume Examples & Samples

You must have a proven track record as a Reservations Agent and or relevant experience
Excellent verbal and written communication skills in English and French language is essential
Strong knowledge of systems such as Resaweb and Opera
Good knowledge and a passion to succeed in a fast paced quality environment
A reservations agent must develop relation with guests/colleagues is the essence in this prestigious concept and you will demonstrate a maximum flexibility in all aspects
To maximise hotel revenue and guest satisfaction by receiving, handling and processing guest reservations under the direction of the revenue reservations Manager
To ensure departmental performance is in line with the Hotel’s guidelines and business plan as well as contributing towards achieving department goals
To ensure Sofitel reservations’ standards and guidelines as well as maintain and enhance performance and service delivery
To enhance, innovate and maintain a 5 stars reservations’ service as provided by Signature Standards, as well as achieving a targeted score of 90% and higher

135

Reservations Agent Resume Examples & Samples

Respond to all Room Reservation, Rate Offering and Hotel Information inquiries promptly and professionally via telephone, fax and/or E-mail
Reserve hotel accommodations for guests in the Leisure, Business Travel, Convention/Association, Corporate Meetings and Wholesale (FIT & IMM) market segments
Accurately record all required reservation information in the Central Reservations System (MyFairmontReservations) and/or the Property Management System (Property Manager)
Review and update reservations interfacing between the CRS and PMS
Ensure reservation confirmations are issued promptly and accurately
Monitor and review Waitlisted Reservations to help maximize Room Revenues
Provide support to our colleagues at Fairmont Global Reservations Centre
Monitor and track special promotions and communicate information to various operational departments
Ensure all paperwork and confirmation letters are filed on a daily basis
Adhere to the hotel’s vehicle handling and safety policies while driving hotel and guest vehicles
Minimum 1 year Front Office, Reservations or Sales experience required
Typing skills, approximately 40 words per minute
Property Manager, MyFairmontReservations, FH&R Intranet and Microsoft Office applications experience an asset
Excellent knowledge of hotel facilities and surrounding areas
Excellent communication in the English language and organizational skills including exceptional email and phone etiquette
Ability to work cohesively with fellow colleagues as part of a team with minimum supervision

136

Reservations Agent Resume Examples & Samples

Prepare daily arrivals, inclusive of daily memos
Process advanced deposits
Attend to correspondence receipts
Research daily reservations/refunds
Respond to brochure requests
Handle Gift Certificate inquiries, sales, and processing
Be up-to-date on current offerings within hotel, waterpark, and local area
Be sure supplies and equipment is adequate and organized
Be up-to-date of all special event packages and rates
Answer room reservation calls and be prepared to give rates and describe rooms and various packages
Print confirmations for guests, check over for accuracy, and mail out
Input rooming lists
Run arrivals for current day
Complete call-tracking sheets
Be aware of availability of Hotel for current day verses competing hotels and their rates
High School diploma or equivalent
Computer experience
Prior customer services experience required
Must be able to speak, understand, read and write English
Should have an enthusiastic and service-oriented attitude
Basic knowledge of OPERA System preferred
Ability to share all possible hotel and waterpark knowledge as trained
Ability to handle multiple tasks in a fast paced environment
Knowledgeable of property and waterpark information
Possess organizational skills and attention to detail
Must be able to work weekends, holidays, and other shifts as necessary
All other duties assigned or necessary to support the park as a whole

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