Cluster Reservations Agent

rESPONSIBILITIES:

• Answer all incoming calls promptly, in an attentive, courteous, efficient manner and maintaining excellent call audit scores.
• Answer guest inquiries about hotel services, facilities and hours of operation.
• Enter reservations into the computer according to standard operating procedures.
• Book room reservations while focusing on maximizing room revenue and average rate using standard rate quoting scenario at all times. Up sell rooms and cross –sell other amenities and facilities when possible.
• Reconversion of cancelled reservations.
• Communicate and work closely with the Sales Department and Front Office.
• Maintain accurate files and reports.
• Handle all special reservations, to include V.I.P. reservations, packages and discounts.
• Ensure that all e-mail correspondence is answered in a professional manner within the response time frame.
• Post no-show revenue daily, if required at property.
• Communicate rates and availability to wholesalers.
• Ensure proper Billing Instructions are updated on each booking to avoid any rebate or refunds
• Ensure all guest requirements are properly noted on the booking and communicated with the departments involved.
• Complete tasks on the daily reservations checklist.
• Be fully aware of the Hotel’s promotions and offers.
• Assist with processing travel agent commissions as requested.