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
