Reservations Sales Associate
Destination Hotels & Resorts - Kirkland, WA

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Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information.

ESSENTIAL JOB FUNCTIONS
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Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
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Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
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Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
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Maintain positive guest relations at all times.
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Resolve guest complaints, ensuring guest satisfaction.
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Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
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Maintain complete knowledge of: o
All hotel facilities/services, hours of operation. o
All guest room layouts, bed types, decor, appointments and locations. o
Room availability for any given day. o
Restricted dates, rates and room types. o
All room rates, packages and promotions. o
Specific arrangements between hotel and travel agencies, corporate reservations center. o
Entertainment/special events scheduled in the hotel.
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Access all functions of the computer system.
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Set up workstation with necessary supplies and resource materials.
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Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
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Process all reservation requests, changes and cancellations received by phone, fax, telex, mail, internally and through corporate reservations center or travel agencies.
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Ascertain callers' needs through open-ended questions.
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Describe room accommodations and all amenities.
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Obtain all designated information to book a reservation.
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Accommodate special requests and designate such in system.
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Access guest history records to best service guests; maintain accurate information in guest history files.
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Maximize rate for all reservations.
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Promote and sell holiday and other packages to callers requesting reservations on designated dates.
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Assist callers with dining room reservations and amenity orders.
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Verify availability. Suggest alternate dates for sold-out dates.
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Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
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Relay accurate information on transportation arrangements from airport to hotel; input and document such requests.
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Set up proper billing accounts (i.e., room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.
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Verify all reservation information with caller to ensure accuracy.
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Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message).
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Document all information for manual reservations on designated form.
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Input all manual reservations into the system.
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Obtain approval from Front Desk management for same day reservations on near sell-out dates.
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Process confirmation letters.
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Designate and apply appropriate travel agency commissions.
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Initiate deposit refunds for non-group reservations.
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Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department.
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Create individual files and group masters with designated information for each group booking received from the Sales Department. Update changes received from Sales.
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Set up group room blocks in the system. Book group reservations against the room block.
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Input group rooming lists.
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Monitor group cut-off dates and review with Sales or group contact.
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Review group resumes and convey all pertinent information in the system to appropriate personnel.
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Monitor and maintain wait lists daily.
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Process requests for mailing brochures, correspondence and package information.
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Compile and maintain information for daily/weekly/monthly reports.
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Review status of assignments and any follow-up action with on-coming Agent.
Required Qualifications
  • Any combination of education and experience equivalent to graduation from high school or any other combination of training or experience that provides the required knowledge, skills and abilities.
  • Compute basic arithmetic.
  • Fluency in English both verbally and non-verbally.
  • Provide legible communication and directions.
Ability to:
  • perform job functions with attention to detail, speed and accuracy.
  • prioritize and organize.
  • be a clear thinker, remaining calm and resolving problems using good judgement.
  • follow directions thoroughly.
  • understand guest’s service needs.
  • work cohesively with co-workers as part of a team.
  • work with minimal supervision.
  • maintain confidentiality of guest information and pertinent hotel data.
  • suggestively sell.
  • input and access information in the property management system/computers.

Preferred Qualifications

Destination Hotels & Resorts - 23 months ago - save job
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