Reservations Agent

Since 1947, The Colony Palm Beach has been the center of Palm Beach social life hosting-- U.S. Presidents, European Royalty and welcoming travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean.

For more information visit http://thecolonypalmbeach.com

The Colony Palm Beach is an Equal Opportunity Employer and a Drug Free Work Place.

JOB OVERVIEW:    Assist guests with booking and confirming reservations. Responsible for providing attentive, courteous and efficient service to all guests and callers.

ESSENTIAL JOB FUNCTIONS:

1. Consistently offer professional, courteous and engaging service.


2. Ensure that all calls are responded to within 3 rings and using correct greeting and telephone etiquette.


3. Follow sales standards to achieve revenue goals according to company guidelines.


4. Provide accurate and thorough information on the resort’s accommodations, packages, promotions, services, and amenities.


5. Assist guests with planning and booking hotel, restaurant, package and special event reservations.


6. Book and enter room reservation requests using the Property Management System.


7. Assign specific accommodations based upon feature and/or location requests.


8. Assist guests with inquiries about hotel facilities in an informative and helpful way.


9. Maintain complete knowledge of:
   
   
   
   • All hotel features/amenities/services and hours of operations.
   
   
   • Room availability and daily house count.
   
   
   • All hotel restaurant food concepts, menu price range, dress code and ambiance.
   
   
   • All hotel room types, number/names, layout, appointments, amenities and locations.
   
   
   • All hotel room rates, special packages and promotions.
   
   
   • Scheduled daily group activities, names and location of meeting/banquet rooms.
   
   
   • Local events, attractions, holiday schedules.
   
   
   
   


10. Transfer calls, respond to guest inquiries.


11. Update reservations ensuring an excellent and memorable guest experience. Responsible for keeping accurate records about bookings, payments, and any additional information that hotel staff might need when interacting with a guest.


12. Process payments and send payment information and confirmations to the guest. 


13. Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities and amenities.


14. Assist the Sales Department with room blocks and group bookings.


15. Enter rooming lists while ensuring accuracy, as required.


16. Provide support to guests who have already made a travel purchase by confirming, changing or canceling reservations.


17. Assists the Front Office Manager in the daily operations of the front desk when needed (check-in, check-out, room moves, guest requests, and other Front Office responsibilities).


18. Fully comprehend and be able to operate all relevant aspects of the hotel PMS and switchboard.


19. Must at all times be attentive, friendly, helpful and courteous to all guests, managers and all other employees.


20. Monitor, track, and handle guest comments.


21. Monitor and respond to guest complaints following the instant pacification procedure and hotel’s standards.


22. Place orders and schedule amenities, gift bags, mail, ice or special request items to be delivered to guest rooms in a timely manner.


23. Monitor and maintain cleanliness and working condition of departmental equipment/supplies.


24. Prepare work orders for equipment repairs and distribute to Engineering.


25. Maintain knowledge of all safety and emergency procedures, and accident prevention policies.


26. Report accidents, injuries, and unsafe work conditions to the supervisor or manager.


27. Successful completion of all required trainings/certifications.


28. Ensure that the appropriate level of confidentiality and security for all guest and company information is achieved, aiding in creating a feeling of comfort and confidence for guests.


29. Comply with quality assurance expectations and standards.


30. Perform other duties as assigned by supervisor.

SECONDARY FUNCTIONS:

1. Assist with the daily operations of the Front Desk and Switchboard, when needed.


2. Assist Front Desk staff with guest room tours.


3. Retrieve theater tickets, flowers and other items as requested.

STANDARD SPECIFICATIONS:       

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently.

Qualifications:

Essential:                  

1. High School Diploma or equivalent.


2. 1 year of hotel reservations experience, preferably in a luxury hotel/resort.


3. Thorough knowledge of hotel services and amenities.


4. Availability to work holidays, weekends and periods of high demand.


5. Computer Skills - Proficient with Microsoft Office Suite or related software.


6. Proficient with a hotel PMS and Switchboard PBX.


7. Oral Comprehension - demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.


8. Reading Comprehension - demonstrates understanding of written sentences and paragraphs in work-related documents.


9. Writing - communicates effectively in writing as appropriate for the needs of the audience.


10. Excellent guests service skills.


11. Excellent telephone etiquette skills.


12. Ability to heavy volume of phone calls.


13. Ability to focus attention on guest needs, remaining calm and courteous at all times.


14. Previous data entry experience.

Desirable:

1. Previous guest service experience in a luxury hotel/resort.


2. Previous five-star guest service training.


3. Fluent in a secondary language.


4. Sales experience.

Skills:

Essential:                  

1. Ability to enforce hotel’s standards, policies and procedures with Bell/Valet staff.


2. Ability to prioritize and organize work assignments.


3. Ability to be a clear thinker in pressure situations and exercise good judgments.


4. Ability to work well under pressure.


5. Excellent communications skills.


6. Ability to focus on time sensitive guest requests and tasks.


7. Ability to understand guest inquiries and provide responses.


8. Ability to focus attention on guests' needs.


9. Ability to remain stationary at assigned post for extended periods of time.


10. Ability to maintain confidentiality of guests and pertinent hotel information.


11. Ability to ensure security of guest room access and hotel property.


12. Ability to work with minimal supervision.


13. Ability to ensure security and confidentiality of guest and employee information and materials.


14. Ability to work cohesively with other departments and co-workers as part of a team.

Physical Requirements

1. Prolonged periods of sitting.


2. Ability to remain stationary at assigned post for extended periods of time.


3. Able to grasp, lift and/or carry, push, pull, or otherwise, move goods weighing a maximum of 30 lbs.