Reservation Agent

FAIRMONT; Washington (District of Columbia); On-site; USD 37,000 - 39,000; Full time

Benefits offered by this job

Competitive salary

Paid time off

Health insurance + 401K

Discounted Accor rates

Learning programs

Career growth

CSR opportunities

Job summary

FAIRMONT Washington, DC is seeking a Reservations Agent reporting to the Reservations & Revenue Manager to coordinate hotel room requirements, reservations, billing, VIPs and special requests in line with hotel standards.

The role handles reservation requests and calls, manages changes, deposits, fees, and works closely with Passkey and Conference Services to ensure rooming lists are accurate and billing instructions are correct. Must be US-work authorized.

Qualifications

• Must have excellent written and verbal communication skills and telephone manners.
• Organized, detail oriented and have a numerical aptitude.
• Strong typing and clerical skills, and ability to multitask.
• Knowledge of computerized Front Office systems with emphasis in Opera and Passkey.
• Proficient in Microsoft Excel and Word.

Responsibilities

• Respond to all reservation requests and calls in a courteous, efficient, professional manner.
• Follow-up on voicemails and emails in a timely manner.
• Handle changes, cancellations, billing, upgrading, etc for all guests.
• Process and charge advance deposits, no-show and cancellation fees.
• Coordinate with Passkey for group rooming lists and ensure accuracy of entries.

Skills

Excellent communication

Organizational skills

Numerical aptitude

Typing and clerical

Multitasking

Attention to detail

Microsoft Excel

Microsoft Word

Tools

Opera (Micros-Fidelio)

Passkey

Microsoft Excel

Microsoft Word

Job description

Job Description

Reporting to the Reservations & Revenue Manager, the Reservations Agent is responsible for effectively coordinating all hotel room requirements (group rooming lists, billing, VIP’s, special requests etc.) in accordance with established standards set out by the hotel and company.

Responsibilities:

• Respond to all reservation requests and incoming calls in a courteous, efficient, professional and friendly manner in adherence to Fairmont Hotels & Resorts standards.
• Follow-up on all voicemails and emails in a timely manner
• Responsible for changes, cancellations, billing, upgrading, etc for all guests
• Responsible for charging advance deposits, no-show fees and cancellation fees
• Process and follow up on special guest requests
• Liaise with Passkey to set up both call in and rooming list groups
• Confirm all information entered by Passkey is accurate, discrepancies are corrected and request that cannot be honored are communicated appropriately.
• Working directly with all clients to handle any additions/cancellations/changes.
• Liaise with Conference Services team and/or group contact to ensure accuracy of rooming lists and billing instructions.
• Assist in providing reservation related training to applicable operational departments
• Attend precon meetings when requested
• Review group resumes each week and double check VIP/staff reservations (rate, room type, billing, etc.) in PM for accuracy.
• Perform all duties per the Reservations Daily / Weekly / Monthly checklist.
• Maintaining and responding to all requests received in the Reservations email address.
• Research and support any / all Travel Agent commission inquiries
• Ancillary support to the Wholesale and Business Travel team as needed
• Lead by example in demonstrating high levels of guest service, teamwork and “stepping out of the box” where possible
• Support the hotel’s ongoing service and standards and philosophy.
• Attend monthly Marketing Department meeting
• Run daily reports and complete tasks, as needed, in the absence of the Revenue & Reservations Manager
• Other projects and duties as assigned.

WHAT IS IN IT FOR YOU

• Competitive Salary
• Paid Time Off
• Medical, Dental and Vision Insurance, 401K
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities

Rate of Pay: $26.50-28.30 per hour

Qualifications:

• Must have excellent written and verbal communication skills and telephone manners
• Organized, detail oriented and have a numerical aptitude
• Strong typing and clerical skills, and ability to multitask
• Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs (Opera) and Passkey
• Must be proficient in Microsoft Excel and Word.
• Previous front office and/or reservations experience is an asset.
• A passion for guest service.
• Detail oriented and
• Ability to work well under pressure and meet deadlines.
• Must be willing to work all shifts/days of the week
• Must be legally authorized to work in the United States without sponsorship.

Physical Requirements:

• Standing/sitting for long periods of time
• Ability to lift, carry, push, and pull up to 30 pounds

Additional Information

All your information will be kept confidential according to EEO guidelines.