Reservation Agent

SERVPRO of Saginaw / Bay City; Kissimmee (FL); On-site; USD 17,000 - 25,000; Full time

Benefits offered by this job

Health insurance

401(k)

Employee discounts

Job summary

SERVPRO of Saginaw / Bay City is seeking a hotel front desk associate to deliver exceptional guest service. You will check guests in/out, manage PBX calls, take reservations, and provide concierge assistance with a friendly, professional approach.

You will ensure accurate billing, verify rates and market segments, and support VIP or group arrivals. Strong English communication and multitasking are essential for success.

Qualifications

• Six months minimum experience in hospitality or related field.
• Must be able to pass pre-employment screening (background check, drug test).
• Full availability including days, evenings, nights, weekends and holidays.

Responsibilities

• Check-in/out guests with accuracy and courtesy.
• Handle PBX calls and message service professionally.
• Input reservations and verify rates, codes and market segments.
• Process prepaid reservations and reconcile billing.
• Provide guest information and concierge services as needed.
• Maintain shift checklists and ensure billing accuracy.

Skills

PBX operations

Reservations input

Guest service

Billing accuracy

English proficiency

Attention to detail

Concierge service

Communication

Tools

PBX system

Reservation software

Job description

Benefits:

• Health insurance
• 401(k)
• Employee discounts

JOB DESCRIPTION:

Responsible for providing quality guest service as it pertains to checking in/out of hotel guests; PBX operations to include mail/message service; taking hotel reservations; and concierge services in a gracious and professional manner. Position demands accuracy with daily accounting procedures, account billing, and reservations.

ESSENTIAL DUTIES:

• Manually input reservations into the system that do not directly interface into the property’s system with precision and accuracy
• Establish relationship with online travel agencies and guests to ensure accurate rates and reservations are input into the system
• Ensure settings in the system are correct for reservations that interface with the property’s system
• Ensure all rates, rate codes, market segments and market source codes are correct for each reservation
• Complete billing on all pre-paid reservations arriving for the day
• Review house and PM accounts
• Input group blocks, group rooming list reservations and provide sales with a group rooming list for each group
• Provide excellent guest service to guest inquiries about the hotel property and provide competitive rates
• Reconcile invoices from third party companies to ensure accurate billing and commissions are paid
• Monitor hotel availability to avoid overselling rooms at the property
• Check-in and check-out hotel guests in a confident, professional, and friendly manner
• Initiate courtesy call after check-in to ensure guest is satisfied with accommodations as well as offer any assistance
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
• Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
• Review arrivals noting special requests and blocking rooms as necessary for VIP and group arrivals - ensuring billing accuracy
• Complete all items as listed on shift checklists
• Bucket checks to be performed by each shift to verify data as it pertains:
• 1. Guest name
• 2. Guest address
• 3. Room rate
• 4. Date of departure
• 5. Number of guests in room
• Ensure proper credit card procedures are followed at all times to include checking ID matches credit card information, credit card is swiped, and guest signature on registration slip
• Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift
• Issue guest safety deposit boxes as requested.
• Advise guests of any messages, mail, faxes, etc. received for them
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities
• Take, record and relay messages accurately, completely and legibly
• Offer detailed information on the voice mail system to callers and guests wishing to leave messages
• Accept and record wake-up call requests
• Any and all duties assigned by management

MINIMUM REQUIREMENTS:

The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must have minimum of six months experience working in related field (hospitality preferred)
• Must have reliable transportation
• Must be able to pass pre-employment testing (i.e. drug test, background check, etc)
• Must have full availability and be able to work days, evenings, nights, weekends, and holidays

KNOWLEDGE / SKILLS / ABILITIES:

• Ability to read, write and speak English (multi-lingual a plus)
• Ability to hear, understand, follow and give written and oral instructions
• Ability to deal with stressful conflicts involving groups of people, individuals, and co-workers
• Ability to work with large groups of people, and age groups
• Ability to plan, organize and conduct a wide variety of activities
• Ability to work harmoniously with fellow employees and guests
• Follow all company policies and procedures
• Ensure uniform and personal appearance are clean and professional
• Thank guests with genuine appreciation
• Speak with others using clear and professional language
• Develop and maintain positive working relationships with others
• Abilities (<8 hours per day) reach, bend, twist, pull, push, grasp, walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bending
• Ability to frequently (<4 hours per day) lift up to 30 pounds of weight to chest height