Reservations Agent

SUMMARY: Process all reservation requests, changes, and cancellations received by phone, email or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for taking, recording, and cancelling reservations for the resort.
• Accommodate and document special requests.
• Input and access data in reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.
• Answers reservation inquiries and gives details about the resort and current promotions.

• Communicate with the Front Desk regarding reservation updates and changes.
• Assists in training of new staff members.
• Assists Front Desk Agents when short staffed.
• Maintain all printed material and supplies. Requisition when needed.
• Adjust errors in reservations and field guest complaints/issues.
• Access the hotel property management system (Maestro) for any needed guest information.
• Be proficient in Navis usage.
• Perform the 7 non-negotiables as taught by Navis for all calls. 
• Complete additional duties as assigned by the Reservations Manager.
• Coordinate with other departments to ensure quality guest satisfaction.
• Fully versed in all Seascape guest rooms and facilities including special room attributes.
• Attend and participate in all required meetings.

• Support safe work habits and contribute to a safe working environment at all times.
• Follow directions, get along with co-workers and supervisors, treat co-workers, supervisors and guests with respect and courtesy, contributes to a positive and rewarding team environment and refrains from abusive, insubordinate and/or violent behavior.
• Perform other related duties as requested by the supervisor.

QUALIFICATIONS, SKILLS & ABILITIES:

• Must be a team player with strong communication skills and the ability to multi-task.
• Requires good communication skills, both verbal and written.
• Exceptional organizational skills.
• Ability to act independently with minimal supervision.
• Ability to communicate customer needs and resolve complaints independently.

EDUCATION AND/OR EXPERIENCE:

• High school graduate or equivalent vocational training certificate. 
• Two year’s related hotel/resort industry experience and/or training.

LANGUAGE SKILLS:  

• Ability to read, comprehend and provide instructions, both written and verbal.

COMPUTER SKILLS (FOR ADMINISTRATION OR MANAGEMENT POSITIONS):

• Must possess computer skills, including, but not limited to, Microsoft Word, Excel, and Outlook.
• Maestro experience preferred but not required.

CERTIFICATES & LICENSES:

• Must provide valid document(s) to work in the US.
• Valid California Driver License is required (for specific positions).

WORK ENVIRONMENT:
The work environment at Resort ranges from winter time lows of 30 degrees to summer time highs to 80+ degrees. While performing these duties the employee may be exposed to outdoor and inclement weather conditions.

PHYSICAL DEMANDS:
While performing the duties of this job, the employee must be able to:

• Use hands to finger, handle, or feel; and talk or hear. 
• Specific vision abilities required by this job include close vision.
• Lift 25-50 lbs. (for specific positions)
• Sit, stand and walk for long periods of time.
• Reasonable accommodations made to enable individuals with disabilities to perform the essential functions.