Job Description

Reservation Agent

Job Description:

At Casa Cipriani, the reservation agent is responsible for performing a variety of customer service and administrative duties to support the hotel's room reservation and revenue management objectives.

Essential Functions and Responsibilities of the job include but are not limited to:

• Responding to incoming calls and emails from guests in a prompt, friendly and professional manner, providing information about the hotel's rooms, rates, and services, and assisting with room reservations and inquiries. Ensure that all customer data is properly stored and protected.
• Utilizing the hotel's reservation system to efficiently manage room availability, rates, and packages, ensuring that the system is updated and accurate at all times.
• Processing room reservations, modifications, and cancellations, and providing guests with detailed information about the reservation process, policies, and procedures.
• Create and maintain an upscale and personalized pre-arrival process that improves the guests’ experience and the hotel revenue.
• Up-selling room categories and hotel services to guests, leveraging knowledge of the hotel's facilities, services, and special promotions to maximize revenue.
• Ensuring accurate billing and payment processes: You will be responsible for ensuring that the reservation is secured and correct.
• Maintaining a high level of knowledge about the hotel's facilities, services, and local attractions, and providing recommendations and information to guests as needed.
• Excellent organizational skills and attention to detail
• Ability to handle challenging situations and resolve customer complaints in a professional and timely manner.
• Collaborating with other departments, such as sales, housekeeping, and front desk, to ensure guests receive exceptional service and to resolve any issues that may arise.
• Ensuring that you are retrieving all the necessary relevant information to support the front staff in creating smooth and memorable experiences (arrival and departure time, special occasions, needs and preferences)
• Maintaining accurate and up-to-date records of guest information and reservations, including guest preferences, special requests, and payment information.
• Meeting and exceeding sales goals and targets, and actively seeking opportunities to increase revenue and maximize room occupancy.
• Adhering to hotel policies, procedures, and standards, including data privacy and security, and ensuring that all guest information is kept confidential.
• Should be knowledgeable, understanding, and adhere to Company Core Values and Mission Statement. Must lead by example.
• Perform Switchboard duties and direct calls as needed.
• Participating in training and development programs to improve job skills and knowledge.
• Performing other duties as assigned by the management team.
• Sales-oriented mindset, with a goal-driven approach to achieving targets and maximizing revenue.
• Flexibility to work varying shifts, including evenings, weekends, and holidays, as needed.
• Ability to work independently and as part of a team in a fast-paced and dynamic environment.

Qualifications:

• Education: A bachelor's degree in hospitality management, business administration, or a related field is often preferred.
• Work experience: Several years of experience in the hospitality industry, particularly in a reservations or sales role, is usually required.
• Customer service skills: Excellent communication and interpersonal skills, as well as a strong customer-focused approach, are critical in ensuring guest satisfaction.
• Technical skills: Proficiency in computer systems and software, including central reservation systems (CRS), global distribution systems (GDS), and Microsoft Office, is important.
• Sales and negotiation skills: The ability to sell rooms, packages, and services to potential guests, and negotiate rates and packages, is essential.
• Organizational skills: The ability to prioritize tasks, manage multiple tasks simultaneously, and maintain attention to detail is crucial.
• Problem-solving skills: The ability to analyze and resolve guest complaints, resolve conflicts, and make decisions under pressure is necessary.
• Financial management skills: An understanding of budgeting, forecasting, and revenue management, as well as the ability to analyze financial reports, is desirable.
• Teamwork: A strong ability to work collaboratively with other departments, such as front office, housekeeping, and food and beverage, is essential.
• Professionalism and integrity: A professional demeanor, strong ethical standards, and the ability to maintain confidential information is expected.
• Refined verbal and written communication skills.
• Minimum 2 years of progressive experience in a hotel or a related field requirement.
• Ability to work overnight, weekends, and holidays.
• Ability to stand or walk for long periods of time.
• Must be able to lift, push, and pull items up to 40 pounds.

All job requirements in the job description provided indicate the minimum level of knowledge, skills, and/or abilities deemed necessary to perform the job competently. Job description is an overview of the duties, responsibilities, and requirements of the position. Employees may be required to perform other job-related assignments as requested.

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