• Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
• Identify guest reservation needs and determine appropriate room type.
• Verify availability of room type and rate, explaining guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests.
• Answer questions about property facilities/services and room accommodations.
• Utilize sales techniques to maximize revenue.
• Input and access data in the reservation system.
• Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, wholesale reservations) by entering the correct code and rate into the reservation system.
• Follow proper escalation procedures when addressing guest concerns.
• Follow all company policies and procedures, maintain a clean and professional appearance, and ensure confidentiality of proprietary information.
• Welcome and acknowledge guests according to company standards, anticipate and address their service needs, assist individuals with disabilities, and show genuine appreciation.
• Communicate with others using clear and professional language, answering telephone calls with appropriate etiquette.
• Develop and maintain positive working relationships with colleagues, support the team in achieving common goals, and respond appropriately to their concerns.
• Comply with quality assurance expectations and standards.
• Perform other reasonable job duties as requested by supervisors.