Job Description

SUMMARY:

Responsible for performing a variety of duties related to property reservations; responds to communications from guests, travel agents, and referral networks concerning reservations; creates and maintains reservation records and promptly processes any cancellations and modifications.

 

ESSENTIAL FUNCTIONS:

Essential functions as defined are ILLUSTRATIVE ONLY and not a comprehensive listing of all functions and duties performed by incumbents within this classification.  Essential duties and responsibilities may include, but are not limited to, the following:

 

  • Processes reservations by mail, telephone, fax or central reservation systems referral; processes reservations from the sales office, other departments, and travel agents; creates and maintains reservations records; prepares and distributes notifications of confirmation; processes advance deposits on reservations.
  • Maintains awareness of the type of rooms available as well as their location and layout; updates availability in the reservations system.
  • Maintains awareness of the selling status, rates, and benefits of all packages plans; communicates policy on guaranteed reservations and no-shows.
  • Maintains awareness of the credit policy and how to code each reservation.
  • Communicates reservation information to the front desk.
  • Processes cancellations and modifications and promptly relays this information to the front desk.
  • Tracks future room availabilities on the basis of reservations.
  • Prepares expected arrival list for front office use.
  • Assists in preregistration activities as required.
  • Responds to inquiries and makes reservations as needed.
  • Maintains accurate records and files related to the areas of assignment.
  • Contributes to the efficiency and effectiveness of the unit's service to its customers by offering suggestions and directing or participating as an active member of a work team.
  • Demonstrates courteous and cooperative behavior when interacting with public and staff; acts in a manner that promotes a harmonious and effective workplace environment.

Skills / Requirements

Education and Experience:

High School Diploma/GED; AND one (1) year of resort operations support experience; OR an equivalent combination of education, training and experience.

 

Required Knowledge and Skills

Knowledge of:

  • Policies and procedures of the department.
  • Use of specified computer applications involving word processing, queries, data entry and/or standard report generation.
  • Use of specified computer applications involving the design and management of databases or spreadsheet files and the development of special report formats.
  • Office administrative practices and procedures.
  • Record keeping principles and practices.
  • Correct business English, including spelling, grammar and punctuation.
  • Techniques for dealing with a variety of individuals from various socio-economic, ethnic and cultural backgrounds, in person and over the telephone.

 

Skill in:

  • Performing office support duties.
  • Determining the nature of a call or visit and recommending appropriate actions or solutions.
  • Providing customer service.
  • Communicating effectively in oral and written forms.
  • Organizing, maintaining and researching office files.
  • Compiling and summarizing information and preparing activity reports.
  • Organizing own work, setting priorities and meeting critical deadlines.
  • Contributing effectively to the accomplishment of team or work unit goals, objectives and activities.
  • Dealing successfully with a variety of individuals from various socio-economic, ethnic and cultural backgrounds.