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Oversee accuracy of room blocks, reservations, and group market codes.
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Communicate company values and/or
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culture to new employees. Review and implement new Reservations procedures.
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Process all reservation requests,
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changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type.
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Verify availability of room type and rate.
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Explain guarantee, special rate, and cancellation policies to callers.
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Accommodate and document special requests.
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Answer questions about property facilities/services and room accommodations.
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Follow sales techniques to maximize revenue.
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Input and access data in reservation system.
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Respond to any challenges found for accommodating rooming requests.
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Set-up proper billing accounts according to Accounting
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policies. Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual.
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Assist management in training, scheduling, counseling, and motivating and coaching employees; serve as a role
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model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.
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Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
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Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation.
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Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
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Develop and maintain positive working relationships with others.
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Comply with quality assurance expectations and standards.
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Read and visually verify information in a variety of formats. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
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Perform other reasonable job duties as requested by Supervisors.
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Protect the privacy and security of guests and coworkers.
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Maintain confidentiality of proprietary materials and information.
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Follow company and department policies and procedures.
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Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
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Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
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Perform other reasonable job duties as requested by Supervisors.
▪ Address guests’ service needs in a professional, positive, and timely manner.
▪ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific
process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
▪ Anticipate guests’ service needs, including asking questions of guests to better understand their needs and
watching/listening to guest preferences and acting on them whenever possible.
▪ Assist other employees to ensure proper coverage and prompt guest service.
▪ Thank guests with genuine appreciation and provide a fond farewell.
▪ Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
