ESSENTIAL PURPOSE: To provide excellent customer service, clear and concise information while selling Carneros Resort and Spa in a manner which will encourage repeat business. Support the Hotel’s room night and revenue goals of highest occupancy at highest room rate.
ESSENTIAL DUTIES:
• Answer all telephone calls within 3 rings. Follow all company standards regarding telephone etiquette
• Respond to all inquiries within same day in a manner according to Carneros Resort and Spa etiquette standards.
• Log into and out of property management computer system.
• Answer all voice mail messages from the prior evening and check for new voicemails throughout the day.
• Check room availability and sell all room types per sales strategy
• Input all reservations into the property management system.
• Ensure all reservations are guaranteed at the time of booking.
• Process deposits, refunds, and forfeitures.
• Review all reservations entered for the day to confirm proper rates, guest information and special requests.
• Print reports as needed for Front Office, PBX and Sales use.
• Monitor waitlist for upcoming dates. Contact guests as rooms become available and record results.
• Monitor and update all GDS/Internet booking systems including downloading, processing, changes, and cancellation of reservations.
• Same day reservation information must be forwarded to the Front Desk immediately.
• Cross-train in the PBX department and understand all telephone functions to help as needed.
• Maintain good communications with all Hotel departments.
• Early morning, evening and weekend work required.
• To represent and market Carneros Resort and Spa in a positive and professional manner as requested and continually promote Carneros Resort and Spa internally and externally by attending special events when requested and building relationships both on and off property.
• To promote and comply with all policies and procedures of Evolution Hospitality
• To immediately report all suspicious occurrences and hazardous conditions and avoid injury to self and others.
• To maintain the cleanliness and safety of work areas and equipment at all times.
• To attend all mandatory meetings as directed.
• To perform other tasks, including training other staff and cross-training, as directed.
JOB KNOWLEDGE & EDUCATIONAL LEVEL: High School Diploma or equivalent, prior experience working with the public in person or on the phone. Detail oriented, dependable and flexible as related to shifts and duties, able to work in a fast-paced environment with changing priorities. Friendly sounding, articulate voice with good vocabulary, follow verbal and written instructions, exercise good judgment, and ability to be emotionally controlled under pressure.
SKILLS AND APTITUDES: Friendly, calm, detail oriented, organized and efficient. Ability to prioritize and handle multiple tasks. A quick study. High quality standards for production and service. Diplomatic and calm. Strong verbal and written skills. Courteous and professional manner. Good team player. Customer service focus. Able to work productively with little supervision. Trustworthy and reliable. Ability to ensure security and confidentiality of guest and hotel information. Safety minded. Willingness to go the extra mile.
WORKING CONDITIONS: Works indoors throughout shift in temperature-controlled, clean, and well-lighted office. May need to walk and travel by cart within the.
Examples of Equipment that may include but are not limited to:
• Fax machine.
• Telephone system and voicemail.
• Calculator
• Information Binder
• Hotel Property Management Computer System
PHYSICAL DEMANDS: Stands or sits at desk for extended periods for approximately 90% of shift. Walks approximately 10% of shift. Constantly required to interact with people of all kinds in a courteous, friendly, helpful and diplomatic manner. Bends, climbs, stoops and lifts to perform routine job tasks. Occasionally required to handle and move objects weighing up to 25 lbs. over short to moderate distances. Heavy use of phones, daily.
