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Job Details

Reservations Agent

Company name
Hei Hospitality, LLC

Fort Lauderdale, FL

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Assist guests during the reservation process.
Job Description
* Answer the telephone and greet prospective guests in a friendly manner using clear, verbal English communication. Listen to callers to understand inquiries and requests. Promptly provide accurate information regarding availability, accommodation types, transportation to and from hotel, rate, etc. Promote HEI Hotels and Resorts and brand-specific marketing programs. Assign reservations based on guest preferences and availability.
* Read, retrieve, communicate and verify information including confirmation number to caller. Input and retrieve data using a computer reservation system and utilizing codes for efficiency.
* Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc.
* Know, understand, and communicate applicable deposit and guarantee policies as requested. Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out.
* Comply with attendance rules and be available to work on a regular basis.
* Perform any other job related duties as assigned.

Experience, Skills and Knowledge
* Can communicate well with guests.
* Ability to effectively deal with customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger to collect accurate information.
* Ability to access, read and accurately input information using a moderately complex computer system.
* Ability to establish and maintain effective working relationships with associates, customers and patrons.
* Ability to sit for extended periods of time. Ability to input 40 WPM on a computer keyboard with or without reasonable accommodation.
* Command of the English language both written and verbal.
HEI Hotels and Resorts is committed to providing a comprehensive benefits plan that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

For your physical and mental wellness we offer competitive Medical, Dental and Vision Insurance programs geared to you and your family's needs as well as Vacation\/Sick\/Holiday benefits. For your financial wellness HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life Insurance and Short and Long-Term Disability. In addition, our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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Company info

Hei Hospitality, LLC
Website :

Company Profile
HEI began as a small hotel investment and management company in the late 1980’s and has evolved into an industry-recognized and highly-respected Owner/Operator. HEI’s fully integrated Owner/Operator approach creates a powerful investment platform, driven by excellence in operating results that yields substantial real estate value creation. There are several ways to measure the success of a hotel management company; HEI is a leader in the following five critical areas: Expense Margin. HEI’s detailed, productivity-based approach to expense budgeting and operations compliance combined with proprietary tools and training has resulted in our hotels achieving superior operating margins in the industry. A 1% change in Expense Margin over a 5-year hold period (at 65% leverage) results in a 250 basis point improvement in IRR. Beginning with the underwriting process, where HEI has found (on average) 380 basis points of Expense Margin improvement opportunity. The operating team frequently exceeds the underwritten expense savings, a testament to this continuous improvement. Market Share. A 1% change in Market Share over a 5-year hold period (at 65% leverage) results in a 100 basis point improvement in IRR. HEI leverages its depth of experience across the four major brand families combined with detailed customer segmentation analysis to identify Market Share growth opportunities during underwriting. Associate Satisfaction Scores. HEI has consistently achieved industry-leading associate (employee) satisfaction scores, well above the peer set of comparable hotel companies. Associate satisfaction is a cornerstone of HEI’s approach to operating hotels and is a critical component to help drive the aforementioned Ex­pense Margin and Market Share gains. To ensure full alignment of focus across the portfolio, a portion of each hotel general manager’s incentive plan is based on achieving associate satisfaction scores that are much higher than industry average. Guest Satisfaction Scores. Critical to strong Expense Margin and Market Share growth is achieving “appropriate” guest satisfaction scores. Through extensive associate training and targeted capital improve­ments, HEI routinely exceeds guest expectations while maximizing Expense Margin savings. The strength of HEI’s guest satisfaction scores creates value by driving favorable franchise fee terms from strong brand relationships. Industry Reputation. Over the last decade HEI has become one of the largest Full-Service indepen­dent lodging operators in the US. During this time the firm has strengthened existing relationships and forged new ones. As evidenced by HEI’s current operating relationships with LaSalle Hotel Properties, Chesapeake Lodging Trust, Pebblebrook Hotel Trust, Cornerstone Real Es­tate Advisors and Starwood Capital Group among others.

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