Reservations Agent

Company: Careerbuilder-US
Location: Kirkland
Posted on: January 23, 2023

Job Description:

Job Description

Opportunity:

The Woodmark Hotel & Still Spa is looking to Hire a Full Time Reservations Agent!
Reservations Agent - Reservations - Full Time - Must have open availability to work evenings and weekends.
Pay:
$21.00 / Hour
$2,500 Sign on Bonus: $1,250 paid after 90 days of successful employment; $1,250 paid after 6 months of successful employment.
For You:
Be part of a luxury revolution in the hospitality space.
When you become a Team Member at the Woodmark Hotel & Still Spa, youre empowered to share your craft side by side with passionate and talented people inspired to create incredible guest moments every day.
If this approach aligns with your passions, join us at a place where your voice and opinion is an integral part of the next generation of hospitality.

Perks and Benefits:
The Woodmark Hotel & Still Spa offers qualifying Team Members these unique perks & benefits.
Perks ALL Team Members:
Easy access to work - centrally located in Kirkland, Washington
$5 credit towards team member meal for each day worked.
Team member appreciation events and recognition celebrations.
Carillon Point property discounts and perks.
LifeMart discount program through ADP
Benefits Full Time Team Members:
Medical, Dental, and Vision Insurance.
Group Life Insurance
401(k) Plan
PTO
Team member Assistance Program

Our Guest Experience:
Our property inspires guest to feel peaceful yet adventurous in an escape that will immerses them in the natural beauty and authentic flavor of the Pacific Northwest. We are located on the tranquil shores of Lake Washington; our destination invites guests to disconnect from the distractions of everyday and reconnect to themselves. We encourage guest to explore outdoor activities or simply stay in, our personalized approach to luxury invites guest to treat themselves to a new every day.
What We Are Looking For:
JOB DESCRIPTION
JOB TITLE:
Reservations Agent
FLSA STATUS:
Nonexempt
DEPARTMENT:
Reservations
REPORTS TO:
Assistant Reservations Manager
DIVISION:
Rooms
SUPERVISES:
N/A

SUMMARY:
The Reservations Agent is expected to make, confirm, and cancel reservations in a pleasant, professional, and efficient manner so as to create a positive guest impression and increase Hotel occupancy. They will monitor inventory, provide prompt & courteous handling of all requests for guest room reservations, and deploy sales strategies to maximize revenue, in order to ensure profitability of the Hotel.
The Reservations Agent will cross-train with the Guest Services department, to establish seamless communication and provide the highest quality of services. The Reservations Agent is expected to provide front desk coverage and support whenever needed.
The Reservations Agent shall strive to provide exceptional service to both internal and external guests at all times. They will be responsible for exemplifying the Woodmark Hotel & Still Spa Culture as well as promoting our hotel values of Honesty, Enthusiasm, Integrity, Accountability and Passion for Service.

ESSENTIAL JOB FUNCTIONS:
Answers incoming guest calls professionally
Books reservations for guests, ensuring accuracy in each reservation
Responsible for booking reservations at a targeted average rate, helping the property reach (ADR) targets.
Obtains less than 2% call abandonment on a monthly basis
Cancels or changes reservations as requested
Capitalizes on Up-selling to maximize night stays and maximize rates, through: positioning the product, sales techniques, and personal information to help the guest make an informed decision
Generates additional interest in all recreation / spa products, and promotes resort amenities / services as well as any special events
Responsible for tracking calls that are turn away
Maintain complete knowledge of: All hotel facilities / services, hours of operation
All guest room layouts, bed types, decor, appointments, and locations
Room availability for any given day, and suggest alternate dates for sold-out dates
All room rates, packages, and promotions
Specific arrangements between hotel and travel agencies / corporations
Entertainment / special events scheduled at the Hotel

Performs daily duties on the reservations report assignments
Anticipates and caters to the guests needs through proper training and tactical sales methods
Answer telephone calls within 3 rings, using correct salutations and telephone etiquette
Ascertain callers needs through open-ended questions
Obtain all designated information to book a reservation
Accommodates special requests and designate such in system, maintain records for all VIPs
Access guest history record to best service guests; maintain accurate information in guest history files
Explains guarantee and cancellation policies to callers; assigns confirmation / cancellation numbers and relay such to caller
Complies with the Woodmark Hotels PCI Policy
Designates and applies appropriate travel agency commissions
Sets up group room blocks in the system, and book group reservations within the room block
Inputs group rooming lists
Monitors and maintains waitlists daily
Maintains strong communication with Guest Services / Front Desk, as well as performing Guest Services / Front Desk responsibilities when needed, which include, but are not limited to: Registering guests into computer system, verifying registration, address and credit information
Accepting payment for guests both at the time of registration and check out
Provides general Hotel information for guests
Follows proper check-in / check-out procedures
Completes appropriate front office reports
Provides bell services for guests; performs Concierge duties as necessary
Up-sells other hotel services and amenities to guests
Follows established Woodmark Lost and Found Procedures
Communicates all pertinent information to the Front Office team
Follows set procedures on posting, charges, cashing checks, safe deposits and refunds
Remains alert, courteous and helpful to the guests and colleagues at all times
Anticipates guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day
Resolves guest complaints, ensuring guest satisfaction

Reports to work on time and according to posted schedule, maintains accurate time records
Maintains a professional appearance. Follows all Woodmark Hotel dress code standards
Always maintains a professional demeanor and attitude
Maintains constant awareness of safety issues and reports all safety incidents to on-duty supervisor
Attends appropriate department, division and hotel meetings
Performs other related duties as assigned by management
EXPERIENCE & EDUCATION:
High school diploma or equivalent required
Hospitality specialty degree or prior hospitality experience preferred
At least one year customer service experience preferred
Prior inbound calling experience preferred
JOB REQUIREMENTS:
Must be a United States citizen or possess a valid work permit
Must be at least 18 years of age
Must have a natural ability to interact with others
Must be able to work in a fast-paced environment
Possess a valid drivers license and have a clean driving record
Must have excellent phone etiquette
Must possesses excellent verbal and written communication skills
Must be able to read, write and speak English
Must have strong computer skills and working knowledge of Microsoft Office programs
Must be detailed-orientated and able to work well under pressure in a fast-paced environment
Must possess excellent listening and communication skills
Must be able to accurately follow verbal and written instructions
Must be professional in appearance and demeanor
Must have a passion for creating an exceptional experience for all guests
Must always ensure a teamwork environment
Ability to work a flexible schedule that may include evenings, weekends and holidays
Must have the ability to deal effectively and interact well with guests and associates
Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
WORKING CONDITIONS:
Must be able to stand on feet throughout the shift, with intermittent periods of walking
Must be able to frequently lift and carry up to 25 lbs at shoulder height
Must be able to occasionally push / pull up to 75 lbs
Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally
Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis
While primary an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, snow, heat)
Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, snow, heat)

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Keywords: Careerbuilder-US, Kirkland , Reservations Agent, Sales , Kirkland, Washington