PM Shift Reservations Agent - Luxury Hotel

Sage Restaurant Group; Detroit (MI); On-site; USD 2,159,000 - 3,075,000; Full time

Benefits offered by this job

Medical, dental, & vision insurance

401(k) with employer matching

Health savings and flexible spending

Life and AD&D insurance

Employee Assistance Program

Hotel/Restaurant discounts

Employee Referral Bonus Program

Job summary

Shinola Detroit is seeking a Reservation Agent for the PM shift to deliver friendly, courteous service and accurate reservations for guests and groups. You will sell rooms, gather guest details, and maintain up-to-date reports to support forecasting and staffing.

The role requires excellent English communication, basic PC skills, and the ability to handle multiple calls with patience and tact. Responsibilities include operating the reservations system, upselling to maximize occupancy,

Qualifications

• Must have basic customer service skills and PC operation.
• Must be extremely adept communicator and fluent in oral and written English.
• Must have ability to detect and trace computer and manual errors when reviewing reservations data for report preparation.
• Must be able to use tact and understanding when dealing with demanding customers.
• Must be able to memorize facts and figures.
• Must be organized and display patience when handling more than one call at a time.
• Must be friendly, enthusiastic and helpful.

Responsibilities

• Responds to telephone inquiries and reservation requests by explaining product, amenities and service options in order to sell rooms.
• Gathers needed information from customer in order to confirm reservation.
• Negotiates rates and upsells rooms in order to increase occupancy and maximize revenues.
• Promotes the hotel and its services in order to capture customers and increase revenues.
• Operates reservations system by entering and accessing data in order to provide callers with accurate information.
• Duties will include manual and computerized skills and completion of daily checklist functions.
• Provides accurate and up-to-date manual and computerized reports on daily and monthly room reservation information in order to assist management with forecasting, tracking and staffing.
• Enters all special room requests into computer system and alerts front desk staff of special requests in order to ensure department follow-through and guest's satisfaction.
• Keeps up-to-date on all local and hotel functions and services in order to efficiently respond to telephone inquiries.
• Inputs group and tour reservations as they are received from the sales department in order to best utilize hotel facility and maximize revenues.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Manages resources including franchise systems, yield systems and tracking systems.
• Answering all hotel calls acting as a hotel operator.
• Required to have flexible availability working between 7am to 11pm for either AM, MID and PM shifts on a rotation basis as needed.

Skills

Customer service

English fluency

PC literacy

Communication

Attention to detail

Multitasking

Friendliness

Education

High school diploma or equivalent

Job description

Shinola Detroit is seeking a Reservation Agent for the PM shift to deliver friendly, courteous service and accurate reservations for guests and groups. You will sell rooms, gather guest details, and maintain up-to-date reports to support forecasting and staffing.

The role requires excellent English communication, basic PC skills, and the ability to handle multiple calls with patience and tact. Responsibilities include operating the reservations system, upselling to maximize occupancy,