Reservation Agent - The Lake Como EDITION - Season 2027

Process all reservation requests, changes, and cancellations received by phone or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.

• Maintain confidentiality of proprietary materials and information.

• Follow company and department policies and procedures.

• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

• Perform other reasonable job duties.

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

• Speak to guests and co-workers using clear, appropriate and professional language.

• Talk with and listen to other employees to effectively exchange information.

• Provide assistance to coworkers, ensuring they understand their tasks.

• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

Assists Management

• Coordinate tasks and work with other departments to ensure that the department runs efficiently.

• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.

• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.

• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.

• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.

Reservation Services

• Verify all reservation information with callers to ensure accuracy.

• Accommodate and document special requests in an accurate and efficient manner.

• Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.

• Determine the most appropriate room type to meet guest requirements and maximize room rate.

• Explain guarantee and cancellation policies to callers.

• Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.

• Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).

• Describe room accommodations and benefit feature sale amenities to guests.

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None