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Guest Services Agent / Reservationist

Company: THE PEABODY MEMPHIS
Location: Memphis
Posted on: December 5, 2019

Job Description:

Job Description WORK ENVIRONMENT: Position involves working in different areas of the hotel, to include public, administrative and back-of-house areas. Job involves working:

  • under variable noise levels.
  • Indoors and occasionally outside the hotel performing sales calls.
  • around fumes and/or odor hazards.
  • around dust and/or mite hazards.
  • around chemicals. KEY RELATIONSHIPS: Internal: Staff in ResCom, Front Desk, Sales & Catering, Housekeeping and Engineering. External: Hotel guests/visitors, other local hotels, and potential local customers. ESSENTIAL JOB FUNCTIONS
  • Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
  • Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
  • Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
  • Maintain positive guest relations at all times.
  • Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
  • Maintain complete knowledge of: i. all hotel facilities/services, hours of operation. ii. all guest room layouts, bed types, decor, appointments and locations. iii. room availability for any given day. iv. restricted dates, rates and room types. v. all room rates, packages and promotions. vi. specific arrangements between hotel and travel agencies and Central Reservations Office. vii. entertainment/special events scheduled in the hotel.
  • Access all functions of the computer system.
  • Set up workstation with necessary supplies and resource materials.
  • Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
  • Process all PEPRS reservation requests, changes and cancellations received by phone, fax, mail, internally and through corporate reservations center or travel agencies.
  • Ascertain callers' needs through open-ended questions.
  • Describe room accommodations and all amenities.
  • Obtain all designated information to book a reservation.
  • Accommodate special requests and designate such in system.
  • Maximize rates for all reservations.
  • Verify availability. Suggest alternate dates for sold-out dates; offer waitlist when appropriate.
  • Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
  • Relay accurate information on transportation arrangements from airport to hotel; input and document such requests.
  • Set up proper billing accounts (i.e., share-withs, room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.
  • Verify all reservation information with caller or list to ensure accuracy.
  • Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message).
  • Input all manual reservations into the system.
  • Obtain approval from management for same day reservations on near sell-out dates.
  • Process confirmation letters as needed.
  • Monitor and maintain wait lists. SECONDARY JOB FUNCTIONS
  • Complete special projects as assigned by Director of Front Office and/or Manager or other higher-ranking management.
  • Understand and execute all safety and emergency procedures (for example: fire, crowd control, inclement weather, bomb threats).
  • Communicate necessary information pertaining to PEPRS clients to appropriate department leaders. Requirements QUALIFICATIONS Essential:
    • High school graduate or equivalent vocational training certificate.
    • Compute basic arithmetic.
    • Fluency in English, both verbal and written.
    • Provide legible communication and directions. Ability to:
      • perform job functions with attention to detail, speed and accuracy.
      • prioritize and organize.
      • be a clear thinker, remaining calm and resolving problems using good judgment.
      • follow directions thoroughly.
      • understand guests' service needs.
      • work cohesively with co-workers as part of a team.
      • work with minimal supervision.
      • maintain confidentiality of guest information and pertinent hotel data.
      • satisfactorily communicate with guests, management and co-workers in a courteous, empathetic and discreet manner.
      • maintain regular and punctual attendance.
      • adhere to Peabody grooming standards.
      • exemplify Peabody Service Excellence--. Desirable:
        • Some college or training in the Hospitality Industry.
        • Previous experience as a Reservation Agent.
        • Ability to suggestively sell.
        • Ability to input and access information in the property management system/computers.
        • Previous guest relations training. PHYSICAL ABILITIES Essential:
          • Exert physical effort in transporting 25 pounds throughout the hotel.
          • Ability to perform tasks requiring sustained repetitive motion and/or fine motor skills.
          • Ability to remain stationary for prolonged periods of time.
          • Ability to move freely within the hotel environment. STANDARD SPECIFICATIONS Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests. A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Associates will be required to perform any other job-related duties assigned by their supervisor.
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Keywords: THE PEABODY MEMPHIS, Memphis , Guest Services Agent / Reservationist, Sales , Memphis, Tennessee

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