Reservations Agent
Trump International Hotels Management LLC
Vancouver
2 months ago

Position Overview :

The Reservations / PBX Agent answers all reservation related inquiries in a friendly, professional and courteous manner, employ sales techniques in order to secure reservations for guest accommodations and hotel services in an efficient manner consistent with Trump International Hotel & Tower standards of quality.

Maximizes yield opportunities by following set selling strategies, using effective up selling and suggestive selling methods.

Answer and direct phone calls, radio requests, messages and faxes in an efficient, courteous and professional manner to achieve maximum guest satisfaction.

Position Responsibilities :

  • Book guest reservations for individuals and / or groups via telephone, email or fax from within the hotel in accordance with established standards and reservations scripts using the hotel's reservations systems;
  • process reservations from sales, reservations centers, travel agencies, online travel agents and wholesalers

  • Up-sell rooms where possible according to established procedures to maximize revenues; utilize yield management strategies to ensure a full house whenever possible
  • Accurately enter all reservations and rooming lists into the property management system
  • Ensure all extranet sites are accurately updated with confirmation numbers in a timely manner
  • Process cancellations, revisions and information updates on changes
  • Ensure hotel functions and services are up to date to ensure efficient response to guest inquiries
  • Provide accurate information about the city and surrounding attractions when asked by guests; hotel-specific information sheets and brochures to guests as requested
  • Greet guests in a friendly and courteous manner during all interactions
  • Handle all guest interactions with the highest level of hospitality and professionalism
  • Print and file reports
  • Filing of correspondence
  • Post deposits, No-Show and cancellation charges
  • Stay apprised of current rates, rate changes and all hotel promotions
  • Process and investigate travel agent commissions
  • Investigate rate discrepancies and report finding to Reservations Manager
  • Sell and process gift certificate for all hotel outlets
  • Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests and assisting guests in all inquiries in connection with high-
  • speed Internet service, telephone and facsimile services, hotel services, hours of operations, key hotel personnel, in-house events, directions, etc

  • Utilize telephone switchboard, computer systems (e.g. property management, and radio systems), high-speed Internet system and facsimile machines
  • Accept and deliver wake-up calls, messages and facsimiles in a timely manner
  • Pass on requests in a timely and accurate manner to appropriate associates
  • Operate PBX as the main command centre in the event of an emergency
  • Attend all scheduled shifts in accordance with the schedules
  • Perform other duties / tasks and projects as assigned
  • Job Requirements :

  • Self motivated, decisive, responsible and driven to achieve goals
  • Strong interpersonal skills, exceptional oral and written communication skills
  • Ability to effectively deal with internal and external customers, while exercising high levels of patience, tact and diplomacy
  • Prepare official correspondence on behalf of management for both external and internal communications verbally and in writing
  • To be fluent in English both written and verbal. Proficiency in other languages would be an asset
  • Must possess clear, concise written and verbal communication skills
  • Proficient in Word, Excel and Outlook
  • Ability to follow time and attendance and key sign out procedures
  • Ability to work well under pressure
  • Ability to work flexible hours, including days, evenings, nights, weekends and holidays (including overtime) when required
  • Ability to sit for extended periods of time and continuously perform the essential job functions
  • Must be organized, task oriented and possess excellent attention to detail
  • Ability to work well in a team environment
  • Ability to respond properly to any hotel emergency or safety situation
  • Comply with Trump International Hotel and Tower Vancouver work rules and standards per the associate handbook and as directed by management
  • Ability to follow and enforce all safety policies and procedures within work area
  • Must adhere to the appearance and grooming policy
  • Must have a passion for delivering outstanding luxury service
  • Work harmoniously and professionally with co-workers and management
  • Education & Experience

  • Minimum 3 years working experience in hospitality or tourism related industry, preferably with hotel Reservations / Front Office
  • Proficiency in HMS, SynXis and extranets required. Experience with Delphi would be an asset
  • College / University education in Hospitality preferred or equivalent experience
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