POSITION DESCRIPTION

POSITION TITLE: Reservation Sales Agent DEPARTMENT: Rooms

FLSA Status: Non-Exempt

POSITION REPORTS TO: Guest Service Manager or Revenue Manager

POSITIONS SUPERVISED: None

POSITION PURPOSE

Books guest requests to secure rooms with the property management system in a prompt, courteous and accurate manner to maximize hotel revenues.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Ensures proper verbiage is used when answering the phones and selling hotel rooms.
• Books guest reservations for individuals and/or groups that are requested either by phone or from within the hotel. Using the reservations system; processes reservations from the Sales Department, Home Office Sales Department, Reservations Centers or Travel Agencies/ Wholesalers.
• Up sells rooms where possible according to established procedures to maximize hotel average room rate; utilizes yield management strategies to ensure a full house whenever possible.
• Processes cancellations, revisions and information updates on changes; processes guest reservation requests for other hotels within the hotel system.
• Provides accurate information about the city and the surrounding attractions when asked by guests; mails hotel-specific information sheets and brochures to guests as requested.
• Stays abreast of current rates, rate changes and all promotions: assists Revenue Manager in rooms forecasting. Completes daily logs to record the number of bookings and cancellations.
• Runs daily reports such as Yield Management Report, Arrivals Report, Cancellation Report, etc.
• Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.
• Provides a professional image at all times through appearance and dress.
• Follows company policies and procedures.

Note: Other duties as assigned.

QUALIFICATIONS

EDUCATION/CERTIFICATION: High School Graduate or equivalent

Valid Drivers’ License

EXPERIENCE REQUIRED:

Customer service, sales or receptionist experience.

SKILLS/ABILITIES:

Interpersonal skills.

Computer skills.

Typing.

Oral communication.

Selling skills.

Customer service.

PHYSICAL AND COGNITIVE REQUIREMENTS OF THIS POSITION

This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.

Must be able to communicate in English for the effective performance of this position.

Safety Sensitive – Requires a high level of alertness.

The major responsibility in this position is to reserve rooms for guests in order to maximize hotel revenues, therefore an employee in this position spends a significant portion of his or her workday speaking and listening, usually while sitting at a desk.

The vast majority of time is spent listening or talking on the telephone, and using a keyboard to type in reservation information. This is typically done while sitting down.

Reading and writing abilities are used often when reviewing and processing guest reservations or daily reports.

Problem solving and reasoning abilities are utilized some of the time.

Basic mathematical abilities are utilized some of the time.

WORKING CONDITIONS:

Will be required to work nights, weekends and holidays.

Will be required to work in fast paced environment.

May be asked to work overtime.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.