Reservation Agent

Carter Hospitality Group, LLC; Kissimmee (FL); Sur place; USD 17 000 - 25 000; Plein temps

Avantages offerts par ce poste

Health insurance

401(k)

Employee discounts

Résumé du poste

Carter Hospitality Group, LLC in Kissimmee, FL is seeking a Front Desk/Guest Services Associate to check in/out guests, handle PBX operations, take reservations, and provide concierge services in a gracious and professional manner. Position requires accuracy in daily accounting, billing, and reservations.

Responsibilities include inputting reservations, coordinating with online travel agencies, ensuring accurate rates, completing prepaid billing, and delivering exceptional guest service while

Qualifications

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

Responsabilités

• Check in/out hotel guests with friendliness and accuracy.
• Handle PBX operations including mail/message service.
• Input reservations manually when not interfaced with the system.
• Ensure correct rates, codes, market segments for reservations.
• Complete billing on prepaid reservations and reconcile invoices.
• Maintain shift checklists and cash/credit procedures.

Connaissances

Guest service

Hospitality

Communication

Cash handling

Description du poste

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.

• 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 to:
• 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 have 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

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 to:
• 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 have 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 bendingAbility to frequently (<4 hours per day) lift up to 30 pounds of weight to chest height

Established in 2011, Carter Hospitality Group, LLC. is a family-owned hospitality company with 4 hotels and resorts as well as 3 wineries across the United States. Based in Orange County, California, the company manages and owns a portfolio of luxury properties including South Coast Winery Resort & Spa, Temecula, California; Carter Estate Winery and Resort, Temecula California; and Carter Creek Winery Resort & Spa, Hill Country, Texas. Carter Hospitality Group also serves as the owner-franchisee for Radisson Hotel Orlando Lake Buena Vista South, Orlando Florida. The company also owns the South Coast Winery in Temecula California, Carter Estate Winery in Temecula California and the Carter Creek Winery in Hill Country, Texas. For More information, visit us at CarterHospitality.com.

Purpose

Enriching lives by crafting exceptional environments and experiences.

Niche

We design, build and care for unique settings where communities thrive and memorable experiences come to life.

We are an Equal Employment Opportunity employer.