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.
- Perform other related duties as requested by the supervisor.
