Reservation Agent - Lodging Hospitality Management

Reservation Agent

We are looking for an enthusiastic individual to answer telephone inquiries in a friendly and courteous manner, employ sales techniques in order to ensure and process reservations for guest accommodations accurately and in a timely manner consistent with Hilton’s high standards of quality. The position duties include: Promptly providing accurate information regarding availability, accommodation types, transportation to and from hotel, rate, etc. Assign reservations based on guest preferences and availability. Input and retrieve data with routine difficulty using a computer reservation system and utilizing codes for efficiency. Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc. Memorize and communicate applicable deposit and guarantee policies as requested. Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out. Enter rooming lists and input reservations on a daily basis and update changes that are made throughout the day. Work with the Sales department to assure all items are correct (routing, billing and group room blocks are managed). Check websites that do not interface and input reservations daily. Monitor room type availability, block guests in appropriate rooms due to requests. Review arrivals on a daily basis and assure that all room type requests are met for all guests when possible and watch future dates for possible concerns. Assure Diamond and Gold members are blocked correctly. Alert other departments of special requests, concerns or special need guests (Housekeeping, Front Desk, Food and Beverage). Monitor arrivals on a daily basis at least 2 times a day. Monitor and assist with the Nor1 upgrade system to manage room upgrades. Block group rooms (from airlines to family reunions) to assure that they are in the appropriate location in the hotel and make sure the requests of the groups are fulfilled (close to, next to, suite, double room, etc). Follow up on no shows and alert sales managers of group no shows and bill all no shows, handle phone calls with people contesting no show charges.

Previous hotel experience preferred.