Reservations Agent
- Black River
- Negotiable
- Permanent
- Added 24/04/2024
- Closing 24/05/2024
- Hilton HR Dept
Principle Responsibilities & Position Purpose: Provide support to the Commercial Director or Reservation Manager in assisting, coordinating and handling reservation.
Essential Functions:
Average Percent of Time
35 | % | - Answers calls, returns e-mails and voicemails. Assists guest in booking reservations, by providing superior property knowledge. - Handling of online and OTA bookings |
15 | % | - Audits OnQ PM for reservations accuracy. Looks for special requests, coding issues and billing requirements. |
15 | % | - Reviews group pick up, assist in ensuring proper availability. - Monitors and charges No Shows and Late Cancels on a daily basis. |
15 | % | - Upselling of room types and room package |
10 | % | - Handling of prepayments and debiting credit cards |
10 | % | - Answers telephone and assists internal and external guests with requests. |
Supportive Functions
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the Commercial Director based upon the particular requirements of the Company:
Assists with special projects assigned by Management.
- Performs other duties and responsibilities as assigned or required by Management.
- Initiate and prepare reports as needed.
- Assist in other administrative duties as needed
OTHER DUTIES
Supports the Hilton Blue Energy culture through understanding, supporting and participating in all elements of Blue Energy. Demonstrates working knowledge of the service standards.
Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position. Team Members with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
SAFETY REQUIREMENTS
Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is their responsibility to report defective, damaged or lost PPE, or equipment that do not fit properly, to their Manager.
Complies with Health and Safety and fire procedures and regulations.
Able to follow and enforce all hotel standards, including safety procedures/standards and able to recognize and act in emergency situations as per disaster manual.
ORGANIZATIONAL RELATIONSHIPS
Positions directly reporting to this position (titles): None.
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job.
- Ability to handle multiple customer and operational demands with a high degree of professionalism, operating often with time sensitive deadlines.
- Ability to use time management skills to complete tasks timely meeting required deadlines.
- Interpersonal skills to provide overall guest satisfaction for internal/external guests.
- Ability to work under pressure and deal with stressful situations during busy periods.
- Skilled with the use of multi-line telephones and with voice mail.
- Proficiency in the use and operation of computer systems: Word, Excel, PowerPoint, and other systems (i.e., Access, Outlook, and other relevant programs).
- Office machine experience: fax, photo copiers with sorting and stapling ability.
- Knowledge of alphabetical filing systems.
- Excellent communication skills to include the ability to read write and speak the English language to fully comprehend guest requests, memos, proposals, general correspondence and similar written materials.
- Ability to effectively deal with internal and external guests, some of which will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information to resolve conflicts
QUALIFICATION STANDARDS
EDUCATION
Higher School Certificate.
Degree from a recognised institution preferred.
EXPERIENCE
At least 2 years of experience in guest contact areas of the hospitality industry.
