About This Opportunity:
The Stanley Hotel located in beautiful Estes Park, CO is looking for a Reservations Agent. As a Reservations Agent, you’ll be responsible for providing excellent customer service and clear and concise information while selling The Stanley Hotel in a manner which will encourage repeat business.
Known for its old world charm, The Stanley Hotel boasts spectacular views in every direction and is less than six miles from Rocky Mountain National Park. Listed on the National Register of Historic Places and member of Historic Hotels of America, the 202-room Stanley Hotel continues its rich tradition of offering the finest service and amenities in beautiful Estes Park, CO.
Responsibilities:
Key responsibilities of a Reservations Agent include:
• Answering phones in a prompt, courteous and efficient manner
• Listening and responding to guest inquiries using a positive, clear speaking voice
• Responding to all inquiries within same day in a manner that is consistent with The Stanley Hotel standards
• Responding to all voice mail messages from the prior evening and checking for new voicemails through the shift
• Checking room availability and selling room types per sales strategy
• Entering reservations into the property management system
• Ensuring that reservations are guaranteed at the time of booking
• Processing deposits, refunds, and forfeitures
• Reviewing all reservations entered for the day to confirm property rates, guest information and special requests
• Printing reports as needed for Front Office, PBX Operators and Sales use
• Monitoring and updating all GDS/Internet booking systems including downloading, processing, changes and cancellation or reservations
• Forwarding same day reservation information to the Front Desk immediately
• Cross-training in the PBX department and understanding all telephone functions in order to help as needed
• Maintaining an up to date working knowledge of all property amenities as well as any special events
• Providing callers with accurate information on property facilities and services
Job Requirements:
The minimum qualifications for the Reservations Agent position are:
• High school degree and/or a minimum of 2 years of employment in a service role
• Understanding of guest service in a hotel environment
• Must have the ability to communicate clearly and directly with guests using a positive, clear speaking voice
• Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact and diplomacy
• Ability to multi-task in a high-profile, high-traffic environment
• Ability to read, comprehend and write simple instructions and/or short correspondence and memos
• Ability to formulate and apply appropriate course of action for routine or familiar situations
• Prior experience working with the public in person or on the phone.
• Ability to work productively with little supervision
• Ability to ensure security and confidentiality of guest and hotel information
• An operational knowledge of Microsoft Office suite
• Must be willing and have the ability to work a varied schedule that may include evenings, nights, and weekends
