Reservations Agent

Ocean Place Resort & Spa - Long Branch, NJ (30+ days ago)3.7

This department has a direct impact on the overall guest experience, and is responsible for ensuring 100% satisfaction at the start of every guests inquiry into staying or returning to the resort. Your memory is sharp, you have a knack for matching people with experiences, and you're quick on your feet. Frequent guests and VIPs know you because you're on top of the property's offerings and "get" their needs. Your mind races with possibilities and you love the challenge of making the most out of each for hotel profit and sales goal wins. It's not just a job. It's an incredible opportunity to gain sales knowledge and impact the bottom line.

The Reservation Agent offers superior customer service to guests with complete knowledge of room accommodations and hotel services, while efficiently addressing guests’ needs.

Main source of information to sell and communicate the hotel services, availability, room amenities, rate or package offers, local activities. Communicate clear rates, availability and special offers to in a conversational manner with professional phone skills.
Provides prompt, courteous and efficient handling of all incoming calls and assistance of outgoing calls.
Maintains all incoming faxes in prompt and professional manner and in accordance with company standards ensuring accuracy and attention to detail at all times.
Strong ability to multi-task. Assist with Front Offices needs as requested
Ability to process a check in and check out at the front desk.
Assist Reservation Group Coordinator with group reservation as needed.
Connect with people in a meaningful way, actively listen and apply VoicePro techniques to capture transient and outside sales. Know your VIPs and frequent guest members.
Maintains and responds to the reservations email box with professionally written correspondence to all guest emails with promptness.
Maintains an empty voice messaging in box and handles all direct voice mail messages same day they are received if during business hours.
Handles and maintains all guests inquires for credit authorizations and ensures reservations are updated with proper communication to the front desk and accounting.
Works closely with other departments to promptly execute guests’ service requests, including requests for maintenance, culinary, or guest service needs. Handle PBX operator calls if needed.
Ensure bookings are guaranteed and no show charges/late cancelation charges are applied where appropriate.
Ability to process a check in and check out at the front desk.


Education, Experience and Skill Requirements:
Previous experience in a similar position preferred.
High school diploma or equivalent preferred.
Proficient computer skills with proficiency in Microsoft Office required.
Understanding / proficiency in Opera is preferred.
Superior interpersonal and communication skills required.
Business hours are Monday through Sunday, 8 AM to 8 PM; weekend and evening availability is essential for this role. Weekly scheduling is flexed based on seasonality and hotel demands.

Physical Demands:
Team member will be required to sit for long periods of time.