Cluster Reservations Agent

• Process all cluster reservation requests, changes, and cancellations received by phone, fax, or mail
• Identify guest reservation needs and determine appropriate room type
• Verify all reservation information with callers to ensure accuracy
• Verify availability of room type and rate
• Explain guarantee, special rate, and cancellation policies to callers
• Accommodate and document special requests
• Answer questions about property facilities/services and room accommodations
• Follow sales techniques to maximize revenue
• Input and access data in reservation system
• Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system
• Perform general office duties related to reservations
• Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual
• Report accidents, injuries, and unsafe work conditions to manager
• Follow all company policies and procedures
• ensure uniform and personal appearance are clean and professional
• maintain confidentiality of proprietary information
• protect company assets
• Welcome and acknowledge all guests according to company standards
• anticipate and address guests’ service needs
• thank guests with genuine appreciation
• Speak with others using clear and professional language
• prepare and review written documents accurately and completely
• answer telephones using appropriate etiquette
• provide assistance to coworkers, ensuring they understand their tasks
• Develop and maintain positive working relationship with others
• support team to reach common goals
• Comply with quality assurance expectations and standards
• Move, lift, carry, push, pull and place objects weighing less than or equal to 10 pounds without assistance
• Perform other reasonable job duties as requested by Supervisors
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters)
• Follow company and department safety and security policies and procedures to ensure a clean, safe and secure environment
• Report work related accidents, or others injuries immediately upon occurrence to manager/supervisor
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel
• Protect the privacy and security of guests and coworkers
• Maintain confidentiality of propriety materials and information
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures
• Provide assistance to coworkers, ensuring they understand their task
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one’s voice, using the caller’s name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call
• Speak to guests and co-workers using clear, appropriate and professional language
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property
• Talk with and listen to other employees to effectively exchange information
• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness
• Support all co-workers and treat them with dignity and respect
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality
• Actively listen to and consider the concerns of other employees, responding appropriately and effectively
• Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds with assistance
• Performs other duties as assigned to meet the business need

At least 1 year of related work experience