Reservations Agent - Dunes Manor Hotel - Ocean City, MD

Function: Administration
Location: Dunes Manor Hotel - Ocean City, MD Dunes Manor Hotel - Ocean City, MD Dunes Manor Hotel - Ocean City, MD US
Date posted: 27 Mar 2018
Experienced (non-management)
Variable-Houred Seasonal
Travel
Unique Job Reference Code 35124
Description

REPORTS TO:  Revenue Manager

Purpose for the Position:  Handle all telephone inquiries and reservations accurately and efficiently by answering the telephones courteously, promptly, and professionally while promoting hotel services and ensuring maximum room revenues.

Essential Responsibilities:

  1. Answer telephone promptly and courteously.  Enter guest reservations into the computer system quickly and accurately segmenting reservations into the appropriate category while using the hotel's selling strategy and knowledge of all rates, package plans and hotel services, in order to close out sale and upsell the hotel as appropriate.
  2. Maintain good relations with all guests and know and implement procedures for giving special attention to VIPs & Special Club members (e.g. Marquis Members, Preference Plus, etc.).
  3. Solicit outside transient sales using telephone-sales techniques.
  4. Maintain a working knowledge of the sales and front office areas, credit policy, different room types and hotel services.
  5. Monitor, sell, report closely and attempt to obtain alternate date reservations for all closed out dates by utilizing the wait list.
  6. Change and cancel reservations as guest requests.  When canceling a reservation with deposit, complete an advance deposit refund requisition.
  7. Take reservations for suites, properly filling in necessary information following credit policy.  Block rooms accordingly and distribute worksheet to departments involved.
  8. Review group cover sheets to ensure accuracy and enter information into the computer system.
  9. Report rate resistance and all problems to Revenue Manager.

To do this kind of work, you must be able to:

  • Answer letters, send brochures and information in response to guests' requests.
  • Participate in hotel committees and task force opportunities.
  • Use logical thinking and personal judgment to perform a variety of office tasks that require special skills and knowledge.
  • Make decisions based on your own judgment and company policy.
  • Follow instructions without close supervision.
  • Speak and write clearly and accurately.
  • Be available for work days, evenings, weekends and holidays.

Physical Demands:  Lifting 10 lbs. maximum and occasionally lifting and/or carrying such articles as dockets, ledgers, and small tools.  Walking and standing are required only occasionally.  Reaching, handling, feeling, talking, hearing, and seeing.

Environmental Conditions:  Inside:  Protection from weather conditions but not necessarily from temperature changes.  A job is considered "inside" if the worker spends approximately 75% or more of the time inside.

Math Skills:  Requires mathematical development sufficient to be able to:  Compute discount, interest, profit and loss, commission, markups and selling price, ratio and proportion, and percentages.  Calculate surface, volumes, weights and measures.

Language Skills:  Must have developed language skills to the point to be able to:  Read newspapers, periodicals, journals, and manuals.  Write business letters, summaries and reports using prescribed format and conforming to all rules of punctuation, grammar, diction and style.  Participate in discussions and debates.  Speak extemporaneously on a variety of subjects.

Relationships to Data, People and Things:

Data:  Compiling:  Gathering, collating, or classifying information about data, people or things.  Reporting and/or carrying out a prescribed action in relation to the information is frequently involved.

People:  Speaking-Signaling:  Talking with and/or signaling people to convey or exchange information.  Includes giving assignments and or directions to helpers or assistants.

Things:  Operating-Controlling:  Starting, stopping, controlling and adjusting the progress of machines or equipment.  Operating machines involves setting up and adjusting the machine or materials as the work progresses.  Controlling involves observing and turning devices to regulate reactions of materials.

Specific Vocational Preparation:  A high school education or equivalent experience.  Further education is desirable.  Previous data entry and telephone experience is helpful.  Must possess telephone communications skills in terms of the ability to negotiate, convince, sell and influence potential hotel guests.  Ability to operate a computer.


The Dunes Manor Hotel

Reservations Agent - Dunes Manor Hotel - Ocean City, MD

REPORTS TO:  Revenue Manager

Purpose for the Position:  Handle all telephone inquiries and reservations accurately and efficiently by answering the telephones courteously, promptly, and professionally while promoting hotel services and ensuring maximum room revenues.

Essential Responsibilities:

  1. Answer telephone promptly and courteously.  Enter guest reservations into the computer system quickly and accurately segmenting reservations into the appropriate category while using the hotel's selling strategy and knowledge of all rates, package plans and hotel services, in order to close out sale and upsell the hotel as appropriate.
  2. Maintain good relations with all guests and know and implement procedures for giving special attention to VIPs & Special Club members (e.g. Marquis Members, Preference Plus, etc.).
  3. Solicit outside transient sales using telephone-sales techniques.
  4. Maintain a working knowledge of the sales and front office areas, credit policy, different room types and hotel services.
  5. Monitor, sell, report closely and attempt to obtain alternate date reservations for all closed out dates by utilizing the wait list.
  6. Change and cancel reservations as guest requests.  When canceling a reservation with deposit, complete an advance deposit refund requisition.
  7. Take reservations for suites, properly filling in necessary information following credit policy.  Block rooms accordingly and distribute worksheet to departments involved.
  8. Review group cover sheets to ensure accuracy and enter information into the computer system.
  9. Report rate resistance and all problems to Revenue Manager.

To do this kind of work, you must be able to:

  • Answer letters, send brochures and information in response to guests' requests.
  • Participate in hotel committees and task force opportunities.
  • Use logical thinking and personal judgment to perform a variety of office tasks that require special skills and knowledge.
  • Make decisions based on your own judgment and company policy.
  • Follow instructions without close supervision.
  • Speak and write clearly and accurately.
  • Be available for work days, evenings, weekends and holidays.

Physical Demands:  Lifting 10 lbs. maximum and occasionally lifting and/or carrying such articles as dockets, ledgers, and small tools.  Walking and standing are required only occasionally.  Reaching, handling, feeling, talking, hearing, and seeing.

Environmental Conditions:  Inside:  Protection from weather conditions but not necessarily from temperature changes.  A job is considered "inside" if the worker spends approximately 75% or more of the time inside.

Math Skills:  Requires mathematical development sufficient to be able to:  Compute discount, interest, profit and loss, commission, markups and selling price, ratio and proportion, and percentages.  Calculate surface, volumes, weights and measures.

Language Skills:  Must have developed language skills to the point to be able to:  Read newspapers, periodicals, journals, and manuals.  Write business letters, summaries and reports using prescribed format and conforming to all rules of punctuation, grammar, diction and style.  Participate in discussions and debates.  Speak extemporaneously on a variety of subjects.

Relationships to Data, People and Things:

Data:  Compiling:  Gathering, collating, or classifying information about data, people or things.  Reporting and/or carrying out a prescribed action in relation to the information is frequently involved.

People:  Speaking-Signaling:  Talking with and/or signaling people to convey or exchange information.  Includes giving assignments and or directions to helpers or assistants.

Things:  Operating-Controlling:  Starting, stopping, controlling and adjusting the progress of machines or equipment.  Operating machines involves setting up and adjusting the machine or materials as the work progresses.  Controlling involves observing and turning devices to regulate reactions of materials.

Specific Vocational Preparation:  A high school education or equivalent experience.  Further education is desirable.  Previous data entry and telephone experience is helpful.  Must possess telephone communications skills in terms of the ability to negotiate, convince, sell and influence potential hotel guests.  Ability to operate a computer.

Job Details

Reference # 35124
Posted on 27 Mar 2018
Closes on
Location(s) Dunes Manor Hotel - Ocean City, MD
Department Administration
Career level Experienced (non-management)
Hours/Status Variable-Houred Seasonal
More details (document)
Link for schema : https://rhgcorp.snaphire.com/jobdetails?jobmc=35124GOOGLE

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