Reservations Agent

PRIMARY RESPONSIBILITIES:

Guest Services – 80%

• Assists guest with reservations, cancellations and modifications via phone and email communication.
• Provides back-up assistance to the front desk as necessary.
• Reviews and inputs credit card authorizations and third party reservations.
• Contacts guests that were previously waitlisted to confirm reservations.
• Develop relationships with repeat guests and potential new guests to make them feel valued and welcomed to the hotel.

Administrative – 20%

• Audits individual profiles for accuracy and duplicates.
• Review today’s and next day’s arrivals for VIP status, titles, duplicates, company names, unnecessary comments, preferences, specials, upgrades, special requests, and notes, and update/merge profiles where necessary.
• Research via LinkedIn and/or Google to find out more information on guests (i.e. titles, companies, etc.) and to find trends.
• Review travel agency commissions for accuracy.
• Assist with managing of all third party sites for daily restrictions.

BENEFITS

Success Coach every Thursday

Fifty percent off your restaurant bill for up to six guests

401 (k)

Discounted Bus Passes

Free meals during shift

PTO Program

& so much more!

The Townsend Hotel provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. All employment is decided on the basis of qualifications, merit, and business need.

This policy applies to all terms and conditions of employment.

If you are interested in applying for employment with The Townsend Hotel and need assistance to apply for a posted position, please send an email to careers@townsendhotel.com or you may call us at 248-647-8640.

JOB SPECIFICATIONS:

Physical Demands: Must be able to see computer screens, data reports and other business documents. Must be able to hear well enough to communicate with co-workers, associates and customers, attend meetings and prepare company information and assigned tasks. Requires walking and standing for significant periods of time. Must be able to write, type and use phone system.

Environmental Conditions: Office setting.

Essential Skills: A working knowledge of standard industry Reservations and Front Desk functions. Familiarity with room rates, function space, meeting minimums and availability factors. Computer skills to include typing, filing storage, software expertise within hotel proprietary software (Opera cloud) and standard office products. Intimate working knowledge of all sleeping rooms, suites, meeting space and other products for general sale. A general knowledge of Front Office of the arrival and departure process.

Education/Vocational Preparation: Bachelor’s degree in Hotel/Restaurant Management. One year experience in the hospitality industry or equivalent.  

This Job Description is intended to provide a general overview of the tasks, duties and responsibilities with the position identified below. Although an individual employed in this position is expected to perform all of the functions referenced below, differences may exist depending on the specific location where an individual may be working.