Reservations Agent - The Wilde Resort and Spa
Lodging Dynamics, Sedona, AZ, United States
Reservations Agent - The Wilde Resort and Spa
The primary role of a Reservation Agent is to be the primary point of contact for guest reservations, guest requests and provide exceptional guest service by promptly handling all guest calls and requests and take proactive steps to address and resolve any concerns. This role is responsible for possessing knowledge of the hotel's offerings, menus, local attractions, entertainment, and services to provide helpful information to guests. A crucial part of this role is excellent organizational and time management skills, strong attention to detail, effective communication abilities, and proficiency in property management systems (PMS) and related systems.
Exhibit exceptional phone etiquette, promptly answering calls with a friendly and professional demeanor to ensure effective communication with guests.
Log guest requests accurately and efficiently, paying meticulous attention to detail and gathering all necessary information for prompt resolution.
Take ownership of each guest issue, providing quick and satisfactory resolutions while consistently exceeding their expectations.
Proactively engage with guests, anticipating their needs and offering additional services or upsells to enhance their stay.
Possess extensive knowledge of room features, resort amenities and features, activities, rates and packages, resort outlets, local attractions, to offer comprehensive assistance to guests.
Utilize various technical skills, including proficiency in Property Management Systems (PMS), guest area operations, Alice System, and phone system, to efficiently handle guest inquiries and facilitate seamless operations.
Exhibit excellent multitasking abilities and problem-solving skills to address multiple guest inquiries and resolve issues promptly and efficiently.
Familiarize guests with the hotel and its services, including the operating hours of all departments within the hotel and the surrounding areas, to provide a well-informed and convenient experience.
Act as a hotel ambassador, promoting various amenities, restaurant, gift shop and services, enhancing the overall guest experience.
Adhere diligently to the hotel's credit policy and procedures, accurately processing transactions and maintaining financial integrity.
Memorize rate codes and their accurate system setup including deposits, routing and readiness for check-in.
Provide accurate directions and information to guests, assisting them in navigating the hotel premises and local area effectively.
Record all customer complaints ensuring thorough documentation and proactive follow-up to prevent future issues.
Continuously strive to offer the best service to upcoming guests, actively seeking ways to improve and enhance their experience during their stay.
Lodging Dynamics Hospitality Group is a nationally recognized, award-winning operator of premium-brand, select service, and extended-stay hotels. Founded in 1991, the company has managed hotels in the Marriott, Hilton, Hyatt, and IHG premium-brand families. For more information, visit www.lodgingdynamics.com.
The primary role of a Reservation Agent is to be the primary point of contact for guest reservations, guest requests and provide exceptional guest service by promptly handling all guest calls and requests and take proactive steps to address and resolve any concerns. This role is responsible for possessing knowledge of the hotel's offerings, menus, local attractions, entertainment, and services to provide helpful information to guests. A crucial part of this role is excellent organizational and time management skills, strong attention to detail, effective communication abilities, and proficiency in property management systems (PMS) and related systems.
Exhibit exceptional phone etiquette, promptly answering calls with a friendly and professional demeanor to ensure effective communication with guests.
Log guest requests accurately and efficiently, paying meticulous attention to detail and gathering all necessary information for prompt resolution.
Take ownership of each guest issue, providing quick and satisfactory resolutions while consistently exceeding their expectations.
Proactively engage with guests, anticipating their needs and offering additional services or upsells to enhance their stay.
Possess extensive knowledge of room features, resort amenities and features, activities, rates and packages, resort outlets, local attractions, to offer comprehensive assistance to guests.
Utilize various technical skills, including proficiency in Property Management Systems (PMS), guest area operations, Alice System, and phone system, to efficiently handle guest inquiries and facilitate seamless operations.
Exhibit excellent multitasking abilities and problem-solving skills to address multiple guest inquiries and resolve issues promptly and efficiently.
Familiarize guests with the hotel and its services, including the operating hours of all departments within the hotel and the surrounding areas, to provide a well-informed and convenient experience.
Act as a hotel ambassador, promoting various amenities, restaurant, gift shop and services, enhancing the overall guest experience.
Adhere diligently to the hotel's credit policy and procedures, accurately processing transactions and maintaining financial integrity.
Memorize rate codes and their accurate system setup including deposits, routing and readiness for check-in.
Provide accurate directions and information to guests, assisting them in navigating the hotel premises and local area effectively.
Record all customer complaints ensuring thorough documentation and proactive follow-up to prevent future issues.
Continuously strive to offer the best service to upcoming guests, actively seeking ways to improve and enhance their experience during their stay.
Lodging Dynamics Hospitality Group is a nationally recognized, award-winning operator of premium-brand, select service, and extended-stay hotels. Founded in 1991, the company has managed hotels in the Marriott, Hilton, Hyatt, and IHG premium-brand families. For more information, visit www.lodgingdynamics.com.