Guest Services Reservations Agent (ST THOMAS)

III. ESSENTIAL JOB FUNCTIONS:

Report to the Front Desk Department at the prescribed time and appropriate attire.

Ensure overall positive quality of the guest experience to every customer on every occasion to ensure guest satisfaction

Respond to in-house guest concerns or complaints in a timely manner. Make appropriate service recovery gestures according to established guidelines. Follow up with guests to ensure that the guest is satisfied.

Handle guest regulation and room assignments, accommodating special requests whenever possible. Assist in pre-registration and blocking of reservations when necessary.

Have a thorough knowledge of hotel credit and check cashing policies and procedures and adhere to them.

Review checkouts, insuring payments match final balances.

Records the total daily amount of cash deposits and make accurate postings for cash deposits.

Verifies credit cards, direct billing, and cash deposits are accurate and balanced.

Post all charges to guest accounts.

Completes any and all required reports.

Have knowledge of hotel property, hotel staff, and hotel services with hours of operation.

Have working knowledge of all hotel telephone extensions and transfer calls accordingly.

Handle guest check-ins and checkouts efficiently and in a friendly and professional manner.

Develop a thorough knowledge of room locations, types of rooms, and room selling strategies.

Know cash handling procedures.

Ensure that the MOD (hotel) keys are safe and in place, know who has the keys at all times making sure that only employees that are allowed to use them have access to them.

Be able to operate and explain the TDD operation for guests as needed.

Have knowledge of hotel rates, discounts, and how to handle each accordingly.

Have working knowledge of reservations and procedures, take same-day reservations. Know cancellation procedures and walk procedures.

Answer all telephone calls within three rings in a friendly, efficient manner that promotes a positive image of the hotel.

Provide callers and guests with local directions and general information in a courteous and accurate manner.

Assist in welcoming and training new team members.

Always keep a professional posture, and communication once on duty. (Remember guest pays attention)

Other duties as assigned by management.

V. JOB QUALIFICATIONS

Ability to track and keep accurate records

Ability to function well under pressure and handle high levels of stress

Well organized and detail-oriented

Knowledge of service standards

Minimum one-year work experience

Computer literate

Excellent communications skills

Reading and writing in English required

Must possess initiative and high energy level

Computer skills required

Ability to coordinate multiple activities

High school diploma or equivalent

Ability to interact with guests and staff

Outstanding hospitality skills

Professional demeanor and appearance

VI. PHYSICAL JOB REQUIREMENTS

Regularly bending/stooping/overall flexibility

Occasionally lifting/pushing/pulling up to 50 lbs

Must be able to walk the entire property

Prolonged standing, minimal sitting

Visual observation skill required