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Reservations Agent

Company: The Colony Palm Beach Hotel
Location: Palm Beach
Posted on: November 16, 2021

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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