Reservation Agent

The ideal candidate will have knowledge of OPERA, SynXis, and Passkey. Experience with Revinate is a plus. The candidate should also be comfortable using Microsoft Word and Outlook. Availability: 11:00 AM - 7:30 PM Office Schedule: Closed on Sundays

JOB SUMMARY: Reservations Agent will handle all incoming reservation calls and emails with efficiency and professionalism, be able to make reservations, modifications, and cancellations and answer questions on Portola Hotel & Spa's rates, hotel facilities, guestrooms, services and special promotions. Position requires continuous client contact via phone and email, attention to detail, time management, and functioning in both an administrative and technical capacity, as requested by management, to ensure that complete Guest satisfaction is achieved.

THE ESSENTIAL JOB FUNCTIONS OF THIS JOB INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:

• Remain informed of all departmental communications and events to provide friendly and professional service to guests and employees. Display complete knowledge of all hotel facilities and events, anticipating and responding to meet and exceed guest expectations.
• Through individual effort and teamwork, employees will ensure all guest contact is handled in a timely and professional manner. By anticipating guest needs, demonstrating sensitivity and responsiveness, we will ensure complete guest satisfaction and repeat business.
• Display thorough knowledge of all aspects of the Reservations Department. Ensure accurate and complete use of all systems to provide professional service to all guests.
• Display thorough working knowledge of all room rates and market codes. Demonstrate ability to determine appropriate discount rates.
• Demonstrate complete working knowledge of the Central Reservations System and Passkey to maximize hotel revenue. Exhibit technical understanding to ensure appropriate selling status.
• Work closely with Front Office and Sales Departments to obtain all necessary group information. Effectively communicate all necessary information to Front Office. Meet required deadlines.
• Adhere to all Portola Hotel & Spa policies and procedures with respects to cash handing, check cashing and billing. Ensure timely response to all needs and requirements of Accounting Department.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. Job responsibilities can change according to the operational needs of the business.

The Ideal Candidate will:

• Carry a friendly, energetic, personable demeanor and have a passion for great customer service, with a customer-first mentality.
• Have strong inter-personal skills and enjoy working in a team-environment and building great relationships with their coworkers.
• Must approach all encounters with guests and employees in an attentive, friendly, courteous and service oriented manner.
• Must be effective at authentic listening skills to, understanding, and clarifying concerns raised by guests.
• Must be able to work a flexible schedule that may include nights, weekends and holidays based upon company needs.

ADDITIONAL RESPONSIBILITES:

• Observe guidelines for using and maintaining all pertinent equipment. Promptly report all safety hazards and maintenance requirements.
• Observe safe work habits as outlined in Portola Hotel & Spa policies and procedures. Must wear required safety gear as mandated by the job. Strictly adhere to all hotel Security policies and promptly report suspicious behavior, unusual items or activities.

EDUCATIONAL / CERTIFICATION / LICENSE REQUIREMENTS:

High School Diploma / G.E.D.

REQUIRED KNOWLEDGE, SKILLS, & ABILITIES:

Must demonstrate fluency in the utilization of Word, Excel, and Email programs. Must be able to communicate professionally via phone and email, manage several email accounts, answer all incoming calls, manage a phone logging system, and process all incoming faxes as need in an efficient and timely manner. Must be able to demonstrate effective time management, high level of attention to detail, work well in a team, active listening, critical thinking and professional customer service skills

PREVIOUS EXPERIENCE REQUIRED:

Previous hospitality experience preferred. Sales experience a plus.