Reservations / PBX Agent
- Philadelphia, PA
- Permanent
- Full-time
- Analyze all guest and travel agent requirements through telephone and emails, recommend suitable options for all customers and assist to confirm all reservations.
- Ensure all incoming calls with courtesy and establish efficient resolution of all guest inquiries for various hotel services and operations.
- Assist to make all room reservations to maximize room revenue. Ensure all reservation detail updates within required operating procedures.
- Coordinate with sales department and manage all communication for group bookings.
- Manage all incoming calls for reservations department. Ensure response to all queries and always maintain professional relationship and atmosphere.
- Develop and maintain professional relationships with all associates. Inform manager of any issues and how to resolve them.
- Assist in booking and blocking all rooms according to required standards.
- Manage and monitor all special reservations, promotions, and group rates.
- Evaluate and manage all mails from guests. Ensure response and completion of all guest requests and provide updates on everyday basis.
- Ensure compliance to all security and safety standards and adhere to optimal utilization of all hotel’s software systems.
- Maintain knowledge on all room types, availability, and rates.
- Maintain room inventory of vacancies, reservations, and assignments.
- Attend to guests' needs and requests, including setting up and scheduling wake-up calls and outgoing taxis, making restaurant recommendations, resolving billing issues and complaints.
- Ensure total awareness of in-house VIP’s.
- Maintain a safe and clean work environment.
- Ability to maintain a friendly, cheerful, and courteous demeanor at all times.
- Education: High school diploma or general education degree (GED).
- Experience: 1 year within a customer-facing role.
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.
- Intermediate computer skills. Working knowledge of Microsoft Outlook, Word, and Excel.
- Excellent verbal and written interpersonal communication skills.
- Proficiency in English required. A second language is desirable.
- Strong organizational skills, including follow-up, time management, and multitasking, and managing multiple priorities in a fast-paced environment.
- Ability to positively communicate and interact with all hotel departments.
- Ability to grasp, lift and or carry, or otherwise, move goods weighing a maximum of 50 lbs.
- EOE AA- Minorities/Females/Vet/Disability/Gender Identity/Sexual Orientation.
- Study Hotels is a drug free workplace. Pre-employment drug test and background check required.