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2139 City Gate Lane
Naperville, IL, US 60563
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Reservations Agents are responsible for providing prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancelations and information.
Responsibilities include, but are not limited to:
Books rooms for the guests in an efficient, accurate manner.
Confirms, modifies, and cancels reservations as needed.
Provides specific information on room availability, rates, upgrades, packages, amenities, and other information requested by the customer as needed.
Remains available to field incoming calls in order to meet call-efficiency standards.
Determines the need to request special considerations in regards to room rate and package inclusions. Follows-up on these requests with the Reservations Coordinator, thereafter relaying the status of such requests to the customer.
Maintains complete knowledge of: All hotel facilities/services, hours of operation
All guest room layouts, bed types, décor, and locations
Room availability for any given day
Restricted dates, rates, and room types
All room rates, packages and promotions
Entertainment/special events in the area at any given time
Anticipates customers’ needs through open ended questions and maximizes rate for each reservation.
Accommodates special requests and designates as such in the system to coordinate execution.
Access guest history records to best service customers; maintains accurate information in guest history files.
Sets up proper billing accounts (ie room, tax, incidentals, tax exempt, and direct/special billing).
Reviews all previous days’ reservations.
Enters all Third Party Reservations.
Performs daily rate and market segment code audits for in house reservations.
Completes daily rate and occupancy call around of our competitive set.
Process requests for mailing brochures, correspondence, and package information.
Maintains a professional and courteous attitude at all times while maintaining control of each call.
Explains guarantee and cancellation policies to customers; assign confirmation/cancellation numbers and relays this information to the caller.
Qualifies and fields group or LNR related inquiries to the Sales Department.
Monitors and maintains wait lists daily.
Performs other duties as requested by the Reservations Coordinator and Director of Revenue Management.
High school diploma or equivalent education required. Bachelor’s degree preferred.
Prior experience with hotel room reservations preferred.
Experience with Opera Property Management System preferred.
Excellent written and verbal skills.
Strong organization, multi-tasking, prioritizing, and teamwork skills.
Exert physical effort in lifting/transporting up to 15 pounds.
Must be able to sit at a desk for up to 8 hours per day. Walking and standing are occasionally required.
Work Permit Needed:
Applicants who do not already have legal permission to work in the United States will not be considered.
Entry Level Position:
Fax : 630) 955-6974
Email : firstname.lastname@example.org