Hotel reservation agent job description

Greets all guests with the proper introduction, and makes them feel welcome; answers telephone promptly, with a pleasant voice; attends to all guest inquiries; maintains accuracy in cashiering; assists guests with problems, complaints or special needs; effectively generates reports according to shift; provides rate information for future or current dates; processes casino status changes on guest folios; attaches needed paperwork to all checked out folios; keeps stations neat and well stocked with supplies.
ESSENTIAL JOB FUNCTIONS:



Process check-in and check-out transactions for guests Registers guests to room while receiving all pertinent information accurately. Perform guest registration and room assignments, accommodating special requests whenever possible. Pre-register and block reservations. Take same day reservations and when necessary future reservations following hotel rate structures and selling strategies. Respond to inquiries and complaints in an efficient, courteous and professional manner to achieve maximum customer satisfaction Assist guests with questions about the city and property Assist guests with booking dinner, show, etc... when necessary Assists with guest service recovery when possible Maintains and Upbeat and Positive attitude at all times Responsible for being apprised of current events in hotel to assist guests Acts a liaison on behalf of the guest to expedite guest requests Maintains a professional and courteous attitude towards all guests (internal and external) Anticipating guests needs and guest expectations Handle guest check-in and check-out in accordance to hotel credit and cash handling policies in an efficient and friendly manner. Perform other tasks as assigned by supervisor or manager. Troubleshoot all in-room movie / phone / billing problems. Resolve customer complaints and answer guest inquiries in connection with hotel services, in-house events, directions, local attractions, etc. Cancel room reservations according to procedures. Balance $1000 bank daily. Prepare key packets, ensure miscellaneous brochures are fully stocked.



QUALIFICATIONS:



Strong Interpersonal and communication skills. Proficient in a second language would be beneficial. Self-starter with strong problem solving ability

One year experience in front desk or guest service field; 6 months experience in basic computer knowledge; team Player; excellent oral and written communication in English; heavy telephone volume; must be able to tolerate secondary smoke; close knit environment, with constant co-worker involvement; must be able to complete several tasks at once with accuracy; must be able to stand for entire shift (an average 8 hour shift).



PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:



Ability to perform reaching, stooping and /or crouching motions repeatedly Must be able to communicate verbally Must be able to stand for extended periods of time Must be able to lift 25lbs.


At Caesars Entertainment, Inc., our Team Members create the extraordinary. We are the largest casino-entertainment company in the U.S. and one of the world's most diversified casino-entertainment providers. Since beginning in Reno, Nevada, in 1937, Caesars Entertainment has grown through the development of new resorts, expansions and acquisitions. Our resorts operate primarily under the Caesars , Harrah's , Horseshoe and Eldorado brand names. We focus on building loyalty and value with our guests through a combination of impeccable service, operational excellence and technological leadership. The company is committed to its Team Members, suppliers, communities and the environment through its PEOPLE PLANET PLAY framework.

Our Caesars family is driven by our Mission, Vision and Values. We take great pride in living these values - Together We Win, All In On Service and Blaze the Trail - every day. Our mission, "Create the Extraordinary". Our vision, "Create spectacular worlds. That immerse, inspire and connect you. We don't perform magic; we create it with excellence. #WeAreCaesars". If you are ready to create some magic, we invite you to explore our dynamic, yet unique, career opportunities.

As a Hotel Agent you will be responsible for completing arrival and departure transactions for guests checking in/out of the hotel. Additionally, hotel agents are resources for all guest questions with an upbeat and positive attitude and is the first line of defense when resolving guest complaints.

The Reservation Agent provides timely and accurate service to potential guests making reservation inquiries for the Limelight Aspen, Limelight Ketchum, Limelight Snowmass, The Little Nell and Residences at The Little Nell. Serve as highly motivated team member ensuring guest inquiries and sale leads are answered in appropriate fashion for the department as a whole.
Essential Job Functions

• Answer inbound guest calls providing expert advice and exemplary guest service
• Demonstrate a highly professional manner and provide the highest quality of guest service
• Assist in completing the daily functions of the reservation's office based on workload and business volumes
• Use available resources to research various reservation situations and guest issues
• Qualify callers by asking questions regarding the desires they have for their lodging
• Close the caller by asking for the booking at the appropriate moment in the call, or obtain the caller's name, address, and phone number for follow-up efforts
• Close sales and communicate guest needs to elevate guest experience beyond expectation
• Email confirmations and information regarding reservations made, or information requested
• Respond to all inquiries (email or phone message) within 24 hours
• Maximize occupancy by monitoring availability and placing new reservations adjacent to existing reservations
• Achieve and maintain Forbes 5 Star; 5 Diamond reservation standards
• Report to shift on time. Successfully manage time clock entries per department schedule
• Attend meetings as required and take notes as needed
• Complete tasks and projects delegated by management and assist other departments as business volumes and staff levels demand

Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
• Problem solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully. Develops alternative solutions
• Customer service - Responds promptly to customer needs; Responds to requests for service and assistance; Takes ownership of assigned tasks
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions
• Motivation - Demonstrates persistence and overcomes obstacle; Measures self against standard of excellence;
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality

Additional Job Duties
• Make Manager aware of guest's comments and complaints
• Report to work in a neatly groomed and acceptable manner as outlined in the employee handbook
• Report to shift on time
• Comply with all policies and procedures for the Reservation Department, The Little Nell, and the Aspen Skiing Company
• Is familiar with hotel fire and safety procedures. Assist in emergency and security procedures as directed by management
• Complete tasks and projects delegated by your supervisor and assist other departments as business volumes and staff level demand

Property Info
Named one of the best hotels in San Diego by Conde Naste Traveler and US News and World Reports, Solamar is a vibrant urban refuge. Located in San Diego's Gaslamp Quarter, Solamar boasts 235 restful rooms, designed with an unmistakable San Diego vibe; a rooftop pool and delectable dining destinations. Upper East and Jsix, our modern American restaurants, are leaders in local and sustainable sourcing of ingredients uniquely combined to create a delectable dining experience.

Position Info
The Night Auditor position verifies and balances entries and records of financial transactions reported by various hotel departments during day.

Duties will include:
Follow proper audit procedures to balance the hotel's daily revenue and expense transactions.
Identify the causes of out-of-balance situations in a timely manner.
Produce various reports for management.
Take initiative to correct errors to prevent re-occurrence.
Follow the hotel's recommended guest arrival and departure procedures.
Answer guests' questions about the hotel services and amenities.

Qualifications:

• Prior cash handling experience necessary
• High School graduate or G.E.D. equivalent
• Ability to communicate effectively with the public and other Team Members
• Read, write and speak English fluently
• Strong computer skills

About Us Davidson Hospitality Group is an award-winning, full-service hospitality management company overseeing hotels, restaurants, dining and entertainment venues across the US. A trusted partner and preferred operator for Hilton, Hyatt, Kimpton, Marriott, and Margaritaville, Davidson offers a unique entrepreneurial management style and owners' mentality that provides the individualized personal service of a small company, enhanced by the breadth and depth of skill and experience of a larger company. In keeping with the company's heritage of delivering value, Davidson is comprised of four highly specialized operating verticals: Davidson Hotels, Pivot, Davidson Resorts and Davidson Restaurant Group.
In keeping with the company's heritage of delivering value to its owners and team members, Davidson offers a rich benefit program with a variety of benefits designed to enrich the lives and well-being of our team members and their families.

• Three Tiers of Medical Coverage
• 24/7 Healthcare Concierge
• 24/7 Teledoc service
• Maternity Program
• Cancer Program
• Free Maintenance Medications
• Vision Insurance
• Dental Insurance
• Company Paid Life Insurance, Long Term Disability, and Short Term Disability
• Life Insurance Buy Ups
• Short Term Disability Buy-Up
• Critical Illness
• Accident Insurance
• Hospital Indemnity
• Home and Auto insurance
• Legal Assistance
• Pet Insurance
• Hotel Discounts
• Tuition Reimbursement
• EAP Program
• Emergency Travel Assistance
• Paid Time Off (vacation, sick, bereavement, and Holidays).
• 401K Match
• Team Member Service Awards
• Complimentary Parking

Working at Davidson is like nowhere else. It's less of a job, more of a calling. It's part career, part revolution. Because whatever you do here, you play a part in helping redefine the way quality hospitality is delivered to our guests, our clients, our partners, and each other.

EOE AA- Minorities/Females/Vet/Disability/Gender Identity/Sexual Orientation

Davidson Hospitality is a drug free workplace. Pre-employment drug test and background check required. We participate in E-Verify.

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