Reservations Agent

No prior experience required. Prior communications, reservations, hospitality and/or computer experience preferred.

Position Purpose:

To answer telephone inquiries in a friendly and courteous manner, employ sales techniques in order to secure and process reservations for guest accommodations in a timely manner consistent with Hilton's high standards of quality.

Essential Functions:

• Greet guests via telephone and complete the booking process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, promoting marketing programs, and providing information regarding property and local area.
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
• Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.
• All other duties as assigned by your supervisor.

Supportive Functions:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.

• Operate facsimile machine to send, and receive faxes. Notify guests using the message function in the guests reservation.
• Use the photocopier to make copies of items as required.
• Verify credit card authorizations for processing advance deposits.
• Other duties as assigned by supervisor such as assisting PBX operators, inputting Sales group lists or special reservations for Conference/Catering Department.

Other:

Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

Upon employment, all employees are required to fully comply with Hilton rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.