Reservations Agent (New York)

Reservation Agent

Job Description :

At Casa Cipriani, the reservation agent is responsible for performing a variety of customer service and administrative duties to support the hotel's room reservation and revenue management objectives. The job is seasonal with the potential of becoming full time.

Essential Functions and Responsibilities of the job include but are not limited to :

• Responding to incoming calls and emails from guests in a prompt, friendly and professional manner, providing information about the hotel's rooms, rates, and services, and assisting with room reservations and inquiries. Ensure that all customer data is properly stored and protected.
• Utilizing the hotel's reservation system to efficiently manage room availability, rates, and packages, ensuring that the system is updated and accurate at all times.
• Processing room reservations, modifications, and cancellations, and providing guests with detailed information about the reservation process, policies, and procedures.
• Create and maintain an upscale and personalized pre-arrival process that improves the guests experience and the hotel revenue.
• Up-selling room categories and hotel services to guests, leveraging knowledge of the hotel's facilities, services, and special promotions to maximize revenue.
• Ensuring accurate billing and payment processes : You will be responsible for ensuring that the reservation is secured and correct.
• Maintaining a high level of knowledge about the hotel's facilities, services, and local attractions, and providing recommendations and information to guests as needed.
• Excellent organizational skills and attention to detail
• Ability to handle challenging situations and resolve customer complaints in a professional and timely manner.
• Collaborating with other departments, such as sales, housekeeping, and front desk, to ensure guests receive exceptional service and to resolve any issues that may arise.
• Ensuring that you are retrieving all the necessary relevant information to support the front staff in creating smooth and memorable experiences (arrival and departure time, special occasions, needs and preferences)
• Maintaining accurate and up-to-date records of guest information and reservations, including guest preferences, special requests, and payment information.
• Meeting and exceeding sales goals and targets, and actively seeking opportunities to increase revenue and maximize room occupancy.
• Adhering to hotel policies, procedures, and standards, including data privacy and security, and ensuring that all guest information is kept confidential.
• Should be knowledgeable, understanding, and adhere to Company Core Values and Mission Statement. Must lead by example.
• Perform Switchboard duties and direct calls as needed.
• Participating in training and development programs to improve job skills and knowledge.
• Performing other duties as assigned by the management team.
• Sales-oriented mindset, with a goal-driven approach to achieving targets and maximizing revenue.
• Flexibility to work varying shifts, including evenings, weekends, and holidays, as needed.
• Ability to work independently and as part of a team in a fast-paced and dynamic environment.

Qualifications :

All job requirements in the job description provided indicate the minimum level of knowledge, skills, and / or abilities deemed necessary to perform the job competently. Job description is an overview of the duties, responsibilities, and requirements of the position. Employees may be required to perform other job-related assignments as requested.