Hotel Phone Reservation Agent

Embark on an exciting hotel career with Crown Hotel & Travel Management, LLC. From hotel management jobs to front-line interaction with hotel guests and important behind-the-scenes hospitality jobs, Crown Hotel & Travel Management, LLC offers a variety of opportunities for job growth and exciting careers in the hospitality industry.

Benefits

• Insurance (Medical, Dental and Vision)
• Health
• Supplemental Insurance
• Enhanced Paid Time Off (PTO) Plan
• Paid Training
• Fantastic Company Culture

Department

Administration

Supervisors: Call Center Manager and Corporate Director of Operations

Job Summary

The reservation agent is responsible for a great successful guest experience with any guest who calls in regardless if they obtain accommodations with the hotel or not. Job duties may include the following:

• Receiving accommodation reservations from visitors
• Taking the details of all arriving guests including payment information
• Allocating rooms to all guests
• Making travel arrangements for the guests
• Providing information to guests about the procedures, policies, and facilities of the hotel
• Providing the guest with the necessary tourism information
• Making reservations on behalf of the guests for live entertainment, cinema and even sightseeing tours
• Handling all customer complaints and queries
• Taking messages for the visitors
• Issuing receipts to the guests
• Calculating the guest bills
• Making accommodation reservations for guests who may be relocating
• Coordinating the delivery of guest special requests
• Ensuring the safety and security of all guests
• Preparing hotel correspondence
• Maintain all guest reservations in accordance with Crown Hotel and Travel Management specs
• Maintain all guest reservations in accordance with credit card security requirements
• Maintain all training requirements as set forth by the Corporate Director of Operations
• Other duties as assigned by Call Center Manager and Corporate Director of Operations or GM’s of the hotels

Job Duties and Responsibilities

• Be able to work a flexible schedule
• Wear a provided nametag at all times on property
• Perform routine cleaning throughout work area to include dusting, mopping, vacuuming and organizational needs, etc.
• Maintain proper equipment and supply inventor; follow hotel operations procedures and communicate with the Call Center Manager to ensure that orders are placed for any needed equipment, repairs and supplies
• Document any necessary minor repairs and/or replacements of room furniture, fixtures, and equipment to include HVAC equipment, light fixtures, and follow through with proper department
• Smile, acknowledge, and greet guests while on the phone or in the office front of house or any other area of hotel
• Assist hotel staff to respond to guest’s requests for immediate repairs
• Report lost-and-found items in accordance with hotel procedures
• Meet all brand compliance standards and QA set forth by Crown Hotel and Travel

Job Requirements

• High school diploma or equivalent
• Prefer at least one (1) year of related experience
• Must have basic working knowledge of a computer including word and excel and be able to handle multiple tasks at one time
• Must have excellent communication and interpersonal skills with the ability to interact with many types of personalities
• Must display very good organization and time management skills
• Must be able to walk and climb/descend stairs approximately 20% of the time
• Must be able to frequently kneel, reach, crawl, and twist torso as needed to accomplish required tasks
• Must be able to regularly lift and carry up to 20 pounds without assistance
• To always maintain a high standard of personal hygiene and appearance

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.