Our reservations agents will be responsible for all guest reservations. As a reservations agent you will be responsible for creating and maintaining all reservation records accurately as well as promptly processing guest’s requests, confirmation, cancellations, and modifications. In this position you will be responsible for creating guest loyalty by providing professional, polished, and unparalleled service when assisting guests in creating their experiences. We are seeking individuals with an outgoing and upbeat personality.
Key Responsibilities
- Processes reservations via Email/ telephone/GDS/Travel Agent
- Update All guest information in PMS system
- Update all no-show, same-day cancel, early departure and unexpected stay-over patterns
- Send confirmation arrival and departure Emails
- Knows the type of rooms available as well as their location and layout.
- Knows the selling status, rates.
- Knows the credit policy of the hotel and how to code each reservation.
- Email all letters of confirmation/Arrival and Departures
- Communicate pertinent reservation information to the front desk.
- Processes cancellations and modifications and promptly relays this information to the front desk.
- Understands the hotel's policy on guaranteed reservations
- Processes advance deposits on reservations.
- Tracks future room availabilities on the basis of reservations.
- Prepares expected arrival list for front office use.
- Assists in preregistration activities when appropriate.
- Makes sure that All Guest Profiles are kept up to date
- Imports all Daily pick up information from PMS to Pick up report Concierge
- Assist FD in Handling All Guest Concierge requests
- Be familiar with all properties/venues/restaurants operating on the property as well as off property
- Be Familiar with all ongoing events in Detroit
Skills & Qualifications
- Use of Windows
- Good English skills verbal and written
- Good phone etiquette
- Good Email skills
- Great communicator
- Great multi tasker
- Adaptability: coping with the diversity of customers and their needs
- Good relationship skills
- Able to work a flexible schedule-weekend and holidays
A Plus
- Bi Lingual/multi lingual a plus
- Prior Hotel reservation experience
- Familiar with Fashion brands
- Good general level of education
- Customer service experience
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