Full job description

JOB OVERVIEW:

Provide prompt, courteous and efficient handling of all requests for reservations, reservations changes, cancellations and hotel information.

REPORTS TO: Reservations Manager, Reservation Supervisor and Director of Revenue Management.

SUPERVISES: N/A.

WORK ENVIRONMENT:

• Position involves working in different areas of the hotel, to include public, administrative and back-of-house areas. Job involves working:
• under variable noise levels.
• Indoors and occasionally outside the hotel performing sales calls.
• around fumes and/or odor hazards.
• around dust and/or mite hazards.

KEY RELATIONSHIPS:

Internal: Staff in ResCom, Front Desk, Sales & Catering, Housekeeping and Engineering.

External: Hotel guests/visitors, other local hotels, and potential local customers.

ESSENTIAL JOB FUNCTIONS

• 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.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge of:
  • all hotel facilities/services, hours of operation.
  • all guest room layouts, bed types, decor, appointments and locations.
  • room availability for any given day.
  • restricted dates, rates and room types.
  • all room rates, packages and promotions.
  • specific arrangements between hotel and travel agencies and Central Reservations Office.
  • entertainment/special events scheduled in the hotel.

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