Reservations Agent


Melia Orlando Suite Hotel
Celebration, Florida


Employment Type: Seasonal
  1. Ensure guests receive a consistent and professional welcome and goodbye from the hotel via telephone.
  2. Book and process all guest reservations for individuals, groups and/or wholesalers (either via telephone, fax, intranet, email, mail internally and through travel planners/corporations).
  3. Follow the hotel established guidelines, standards and scripts using the hotel’s reservations system and procedures.
  4. Up-sell rooms where possible to maximize hotel revenue.
  5. Process cancellations, updates on changes and revise guest reservations requests for the hotel according to policy and procedures.
  6. Maintain knowledge of current rates, rate changes and all promotions; assist in rooms forecasting.
  7. Respond appropriately to guest complaints.  Ensure to make appropriate service recovery gestures according to established guidelines of the hotel and company.
  8. Maintain accurate filing system for all reservations, groups and ensure that each group block is traced.
  9. Create and update group block notes to provide relevant data pertaining to all group reservations and coordinate with other departments as needed to provide group reservation information and group needs as specified in contract.
  10. Maintain complete knowledge and comply with all departmental policies and service procedures.
  11. Maintain complete knowledge of POS and manual systems.
  12. To respect any confidential information received regarding guests, staff and management.
  13. Maintain a clean and organized work area.
  14. Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
  15. Maintain positive guest relations.
  16. Be up-to-date with all Hotel features and local attractions/activities to respond accurately to any guest inquiry.
  17. May assist by performing other duties as needed.
  18. Ensure uniform and personal appearance is clean and professional, and maintain confidentiality of proprietary information.
  19. Successful completion of the training/certification process.

 

 

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