Clerk-Reservations

POSITION SUMMARY

Process all reservation requests, changes, and cancellations received by phone, fax, or mail

Identify guest reservation needs and determine appropriate room type

Verify availability of room type and rate

Explain guarantee, special rate, and cancellation policies to callers

Accommodate and document special requests

Answer questions about property facilities/services and room accommodations

Follow sales techniques to maximize revenue

Input and access data in reservation system

Indicate special room reservation types (eg, complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system

Follow proper escalation procedures when addressing guest concerns

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers

Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation

Speak with others using clear and professional language; answer telephones using appropriate etiquette

Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees

Comply with quality assurance expectations and standards

Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance

Perform other reasonable job duties as requested by Supervisors

PREFERRED QUALIFICATIONS

Education: High school diploma or GED equivalent

Related Work Experience: No related work experience

Supervisory Experience: No supervisory experience

License or Certification: None