Reservations Sales Representative

• 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.

• 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:

• all hotel facilities/services, hours of operation.
• all guest room layouts, bed types, decor, appointments and locations.
• room availability for any given day.
• restricted dates, rates and room types.
• all room rates, packages and promotions.
• specific arrangements between hotel and travel agencies and Central Reservations Office.
• 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.

• 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.

• 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®.

• 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.

• 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.

Peabody Hotels & Resorts