Reservations Agent
Company: The Colony Palm Beach Hotel
Location: Palm Beach
Posted on: November 16, 2021
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Job Description:
Since 1947, The Colony Palm Beach has been the center of Palm
Beach social life hosting-- U.S. Presidents, European Royalty and
discriminating travelers from around the world. Be part of a
historic, luxury boutique hotel exhibiting polished charm and
ambiance only steps away from world-famous shopping and dining on
Worth Avenue and the crystal blue waters of the Atlantic Ocean.
For more information visit http://thecolonypalmbeach.com
The Colony Palm Beach is an Equal Opportunity Employer and a Drug
Free Work Place.
JOB OVERVIEW: Assist guests with booking and confirming
reservations. Responsible for providing attentive, courteous and
efficient service to all guests and callers.
ESSENTIAL JOB FUNCTIONS:
-Consistently offer professional, courteous and engaging
service.
-Ensure that all calls are responded to within 3 rings and using
correct greeting and telephone etiquette.
-Follow sales standards to achieve revenue goals according to
company guidelines.
-Provide accurate and thorough information on the resort's
accommodations, packages, promotions, services, and amenities.
-Assist guests with planning and booking hotel, restaurant, package
and special event reservations.
-Book and enter room reservation requests using the Property
Management System.
-Assign specific accommodations based upon feature and/or location
requests.
-Assist guests with inquiries about hotel facilities in an
informative and helpful way.
-Maintain complete knowledge of:
-All hotel features/amenities/services and hours of operations.
-Room availability and daily house count.
-All hotel restaurant food concepts, menu price range, dress code
and ambiance.
-All hotel room types, number/names, layout, appointments,
amenities and locations.
-All hotel room rates, special packages and promotions.
-Scheduled daily group activities, names and location of
meeting/banquet rooms.
-Local events, attractions, holiday schedules.
-Transfer calls, respond to guest inquiries.
-Update reservations ensuring an excellent and memorable guest
experience. Responsible for keeping accurate records about
bookings, payments, and any additional information that hotel staff
might need when interacting with a guest.
-Process payments and send payment information and confirmations to
the guest.
-Ensure revenue is maximized by up-selling guest rooms and
recommending hotel facilities and amenities.
-Assist the Sales Department with room blocks and group
bookings.
-Enter rooming lists while ensuring accuracy, as required.
-Provide support to guests who have already made a travel purchase
by confirming, changing or canceling reservations.
-Assists the Front Office Manager in the daily operations of the
front desk when needed (check-in, check-out, room moves, guest
requests, and other Front Office responsibilities).
-Fully comprehend and be able to operate all relevant aspects of
the hotel PMS and switchboard.
-Must at all times be attentive, friendly, helpful and courteous to
all guests, managers and all other employees.
-Monitor, track, and handle guest comments.
-Monitor and respond to guest complaints following the instant
pacification procedure and hotel's standards.
-Place orders and schedule amenities, gift bags, mail, ice or
special request items to be delivered to guest rooms in a timely
manner.
-Monitor and maintain cleanliness and working condition of
departmental equipment/supplies.
-Prepare work orders for equipment repairs and distribute to
Engineering.
-Maintain knowledge of all safety and emergency procedures, and
accident prevention policies.
-Report accidents, injuries, and unsafe work conditions to the
supervisor or manager.
-Successful completion of all required
trainings/certifications.
-Ensure that the appropriate level of confidentiality and security
for all guest and company information is achieved, aiding in
creating a feeling of comfort and confidence for guests.
-Comply with quality assurance expectations and standards.
-Perform other duties as assigned by supervisor.
SECONDARY FUNCTIONS:
-Assist with the daily operations of the Front Desk and
Switchboard, when needed.
-Assist Front Desk staff with guest room tours.
-Retrieve theater tickets, flowers and other items as
requested.
Keywords: The Colony Palm Beach Hotel, Palm Beach , Reservations Agent, Sales , Palm Beach, Florida
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