Reservation Clerk

Receives and processes all incoming telephone calls for hotel reservations. Explains room availability, property amenities, special packages, and provides general information. Ensures superior guest service. Accurately processes information for group accounts and bookings.

Qualifications

Education

High school diploma or the equivalent.

Receives and processes all incoming telephone calls for hotel reservations.
Answers and addresses guest concerns and questions. Explains room availability, property amenities, and availability of special packages or promotions.
Accurately inputs all booking and reservations information into the computer system.
Other duties as assigned.

Other

Ability to read and comprehend instructions and information.

Professional personal appearance.

Excellent communication skills.

Ability to meet company's production and quality standards.

Working conditions are normal to an office environment. Must be able to continually type on a computer system for 8 hours each day and wear a headset for 8 hours per day to answer incoming reservations. Must be able to sit for extended periods of time.

Physical Requirements

Specialized Work Experience

Basic reading, writing, and arithmetic skills required. Must be able to read, understand, and speak English. This is normally acquired through a high school diploma or equivalent.
Knowledge of Microsoft Office and telephone protocol. Computer literate with the ability to type 25 wpm. Ability to learn new software applications (CMS casino system, IGT Slot system, LMS hotel system).
Duties require professional verbal and interpersonal communication skills. Position requires attention to detail and excellent organizational skills. This is normally acquired through a combination of a high school diploma or equivalent and one to two years of reservations or guest service experience.

General Expectations

Devote himself/herself to insuring satisfaction to customers.

Determine management, production, and quality requirements by asking questions and listening.

Attend company meetings as required.

Maintain a follow-up system that encourages follow through with assigned projects.

Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals.

Review and analyze actions at the end of each day, week, month, and year to determine how to better utilize time and plan more effectively.

Understand the terminology of the business and keep abreast of technology changes in products and services.

Know and understand the federal, state, and local requirements which govern the company’s business.

Follow lawful directions from supervisors.

Understand and follow work rules and procedures.

Participate in performance management.

Interact well with others and be a positive influence on employee morale.

Uphold the company’s non-disclosure and confidentiality policies and agreements.

Work evening, weekend, and holiday work hours as required.