Reservations Agent

Montage Hotels
Baltimore, MD
May 17, 2018
May 21, 2018
Accountant, IT
Full Time
ESSENTIAL FUNCTIONS:Job duties include; although are not limited to:Providing excellent customer service to all guests and taking reservations using proper Pendry verbiage, ensuring to adhere to Pendry standardsAccurately inputting and organizing reservation information via rooming lists, internet, travel agency requests, sales department, and reception with appropriate follow upAccommodating in-house guest requests, ensuring a high level of guest satisfactionMaintaining accurate logs of special requests and ensuring that requests are blocked in PMS or front office systemAnswering and directing in-bound calls to the hotel and frequently using email and fax systems, coordinating and responding to mailed correspondenceUnderstanding the selling strategy for the hotel by knowing the status of room inventory and following itProcessing rooming lists accurately as well as all changes and cancellations for group reservationsPreparing group guest lists prior to arrivalControlling and blocking rooms as well as pre-blocks for special groupsEnsuring that all reservations transferred to PMS or front office system are accurateAggressively selling hotel rooms to maximize transient room revenue using up-selling and yield management techniques per company policyMemorizing hotel facilities and giving clear directions to the hotel for inquiring guestsQUALIFICATIONSHigh school Diploma or equivalent requiredMinimum of two (2) years experience in a customer service role requiredPrevious experience working in an upscale hotel preferredExcellent telephone etiquette and verbal and written communication skills requiredKnowledge of Microsoft Office products such as Word, Excel, and Outlook requiredPHYSICAL REQUIREMENTSMost work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems. Must be able to sit at a desk for up to 6 hours a day. Walking and standing are occasionally required. Must be able to lift up to 15 lbs. on a regular and continuing basis. This position requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability, and visual acuity.In the United States we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.