6f75fc29_ra_Resort_Group___Job_Openings__Type
[Posted] 02/08/2011 [Job Title] Reservations Agent Reservations Agent Category: Sales and Admin Type: Year Round Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information while maximizing conversion of reservation calls. Process all related responsibilities as outlined in the specific timeframe allotted. 1. Maintain Complete Knowledge of a. All resort facilities/services, hours of operations. b. All guest room layouts, bed types, decor, appointments and locations. c. Room availability for any given day. d. Revenue management codes and offering of packages, rates and promotions. e. Entertainment, special events scheduled in the resort and surrounding areas. f. Knowledge of Web-site and its offering. g. Computer and manual systems. 2. Maintain complete knowledge and comply with all hotel and departmental policies, procedures and guiding principles. 3. Access all functions of computer system according to established procedures and standards. 4. Set up work station with necessary supplies and resource materials; maintain cleanliness throughout shift. 5. Answer telephone calls within 3 rings, using correct salutations and telephone etiquette. Accurately peg all calls according to guidelines provided. 6. Answer email request within 24 hours of receipt, using correct written salutations and correspondence etiquette. 7. Apply sales training techniques taught during initial training and additional training to all telephone calls. 8. Process all reservation requests, changes and cancellations received by phone, fax, mail, internally and through central reservations system or travel agencies. 9. Ascertain callers’ needs through open-ended questions. 10. Create positive effective selling environment. 11. Obtain all designated information to book a reservation. 12. Provide reservation PMS system appropriate coding and typed dialogue for all guests’ information and requests. 13. Enthusiastically describe room accommodations and all amenities. 14. Access guest history records to best service guests; maintain accurate information in guest history files. 15. Accommodate special requests and designate such in system. 16. Sell the appropriate rated room to meet the guest’s needs. 17. Promote and sell holiday and other packages to callers requesting reservations on designated dates. 18. Verify availability before confirming any reservation. Suggest alternate dates for sold-out dates. 19. Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller. 20. Relay accurate information on transportation arrangements; document time of arrival on reservation. 21. Obtain email, mailing address, phone number on all reservations. 22. Set up proper billing as necessary. 23. Verify all reservation information with caller to ensure accuracy. 24. Input correct information into proper fields to inform other departments of pertinent information (traces, add remarks, special service fields). 25. Send prospect guest information. 26. Legibly document all information for manual reservations on designated form. 27. Input all manual reservations into the system within 1 hour of system availability. 28. Designate code and apply appropriate travel agency commission. 29. Research disputed unpaid travel agency commission. 30. Review telephone coaching calls with Supervisor identifying “did well” and “do different” and accept positive reinforcement from coach and supervisor. 31. Support the Terra Resort Group, Inc.’s environmental commitments by having the knowledge, skills and values to be a leader in the global goal of “greening” the hospitality industry. 32. Watch for safety hazards and report them immediately to your Department Supervisor. Apply for this job online » [Category] Sales and Admin [Type] 
Year Round
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Y e a r R o u n d
Terra Resort Group | Job Openings
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