Reservations Agent

Dream Inn; Santa Cruz (CA); On-site; USD 40,000 - 56,000; Full time

Job summary

Dream Inn in Santa Cruz is seeking a Reservationist to handle guest reservations, answer calls, and assist with yield management. You will learn hotel policies, manage room blocks, and communicate with the sales and front desk teams to ensure guest satisfaction.

The role requires a friendly, proactive approach, strong organizational skills, and the ability to work weekends and holidays in a busy hospitality environment.

Qualifications

• Customer service experience and courtesy when handling guests.
• Strong communication and organizational abilities.
• Ability to work in a fast-paced hotel environment.

Responsibilities

• Answer phone calls promptly and courteously.
• Process reservations and enter data into the system.
• Understand hotel policies, rates, and promotions to assist guests.
• Coordinate with departments to fulfill guest requests and maintain yield.

Skills

Customer service

Communication

Team player

Initiative

Organizational skills

Presentation skills

English language

English fluency

Education

High school diploma or GED

1-2 years related work experience

Tools

Microsoft Office

Job description

I. Position Summary

The Reservationist position is responsible for assisting and processing all future reservation requests as directed with maximum input and room revenue objectives of the hotel. Always maintains the highest possible performance standards to satisfy the needs of the guest.

II. Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answers all phone calls promptly and in a courteous manner within three rings.
• Treats all guests with courtesy and respect.
• Strictly follows a policy of selective selling; weigh the value of each request and follow yield management strategies.
• Operate the computer and fax machines.
• Handle daily correspondence, respond to inquiries and make reservations when needed. Enter all the incoming reservations processed into the computer.

III. Additional Responsibilities

• Knowledgeable of all different packages, promotions, corporate rates, group reservations and all extra benefits provided to the guests by the sales department.
• Familiar with the facilities and layout of the hotel including suites and parlors as well as the meeting rooms, amenities and special services.
• Have a working knowledge of the sales office and the front desk areas and how they relate to reservations.
• Understand all hotel reservation procedures and policies, i.e. cancellation policy, deposit requirements, etc.
• Handle reservation requests from other departments and know how they are to be tallied and billed.
• Able to address and respond to questions, complaints and problems related to hotel reservations in the same efficient manner.
• Be aware at all times of the selling status and rates of all packages.
• Understand “Yield Management” and utilize suggestive selling strategies to maximize room revenue.
• Know how “to close” the sale.
• Performs other miscellaneous tasks as assigned by management.

IV. Competencies/Proficiencies

• Customer/Client Focus
• Communication Proficiency
• Team Player
• Initiative
• Organizational Skills
• Presentation Skills

V. Supervisory Responsibility

This position does not manage direct reports.

VI. Position Type And Expected Hours Of Work

This position can be designated as a full time or part time status. Due to the nature of the hospitality industry, they will be required to work a flexible schedule that meets business and operational demands. Thusly, their schedule will include weekends and holidays.

VII. Work Environment

This position operates in a closed office environment and routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. This position also operates in the lobby and within the back-of-the house, environments which can be hectic and noisy.

VII. Travel

No travel is required during working hours for this position.

IX. Preferred Education and Experience

One year of previous customer service experience is preferred.

• High school diploma or GED
• 1-2 years related work experience

X. Additional Eligibility Qualifications

• Outgoing personality
• Strong organizational skills
• Strong communication skills
• Salesmanship mentality
• Professional speaking voice
• Customer Service oriented
• Team Player
• Computer skills
• Clear knowledge of the English language

XI. Other Duties

This job description is not designed to cover or contain a comprehensive listing of all of the activities, duties or responsibilities that are required of an associate for this job. Further, duties, responsibilities and activities may change at any time with, or without, notice.