Taskforce Reservations Agent

Dream Downtown Hotel; New York (NY); On-site; USD 10,000 - 60,000; Full time

Job summary

A leading hotel in New York seeks a Reservations/PBX Agent to manage reservations, inquiries, and cancellations efficiently. The ideal candidate will demonstrate excellent customer service and multi-tasking abilities while maximizing room revenue. Responsibilities include handling phone calls, processing reservations, and collaborating with various departments to ensure guest satisfaction.

Qualifications

• Experience in handling reservations and inquiries.
• Knowledge of hotel services and facilities.

Responsibilities

• Answering phone calls and selling room accommodations.
• Managing guest orders and maintaining reservation accuracy.
• Collaborating with departments to meet guest needs.

Skills

Multi-tasking

Customer Service

Job description

The Reservations/ PBX Agent is responsible for handling reservations, inquiries, and cancellations in an attentive, courteous, and efficient manner, and quoting available rates to maximize room revenue.

1. Answering incoming external and internal phone calls in a friendly and efficient manner.
2. Selling room accommodations and addressing hotel inquiries via phone or email correspondence.
3. Managing the completion of guest and non-guest orders with the Housekeeping, Bell Staff, and Engineering Departments, using HOTSOS property system.
4. Maintaining knowledge of room rates, packages, and discounts available through the hotel website and third-party platforms.
5. Entering guest reservations from third-party websites and organizing/filing all reservation backups.
6. Reviewing prior day reservation activity and inputting any missing information or reservations.
7. Reviewing current and following day arrivals to ensure reservation notes, traces, billing, and overall accuracy.
8. Assisting with the execution of credit card authorization forms.
9. Selling all aspects of the hotel's services and facilities.
10. Providing guests with adequate information about the hotel and its services.
11. Processing all incoming reservations via phone, email, fax, or interdepartmental correspondence.
12. Processing special guest requests and updating reservations accordingly.
13. Resending guest transactional emails as necessary.
14. Maintaining potential and current guest profile information.
15. Following up on guest questions or issues to ensure satisfaction.
16. Demonstrating strong multi-tasking abilities and efficiency in operating multiple computer programs simultaneously.
17. Maintaining a professional appearance and a cordial attitude towards guests, employees, and staff at all times.
18. Collaborating with Front Office and Sales departments to meet guest requests and needs promptly.
19. Processing special billing requests.
20. Protecting guest and colleague privacy at all times.
21. Maintaining confidentiality of information.
22. Exemplifying the Dream Hotels Values and Brand Standards.

Salary Range: $20 - $22

Required: Preferred

Job Industries:

• Other