JOB TITLE: Reservation Agent

DEPARTMENT: Rooms

Reports to: Reservations Manager/Front Office Manager

ESSENTIAL PURPOSE: To assist guest with planning and booking reservations; ensures maximum guest satisfactions.

ESSENTIAL DUTIES: The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

Responds to telephone inquiries.

Ensures all telephone inquiries and reservations are entered into the computerized reservation system.

Ensures all cancellations and changes are completed accurately and in a timely manner.

Ensures that individual, VIP and group reservations are processed according to procedure and policy.

Displays efficient, friendly, and professional guest interaction and telephone service.

Reviews current day’s expected call volume and checks all arriving reservations to ensure that they are booked, charged, and have all appropriate documents needed (i.e. amenity forms, credit card authorization forms, etc.)

Ensures that guest’s needs are fulfilled and their stay is as pleasurable as possible; assists with dining, entertainment, or transportation reservations as needed by the guest.

Ensures proper use and care of all property equipment and supplies.

Carries out all reasonable requests of management not listed above.

Takes PRIDE in everything we do.

Takes OWNERSHIP of their actions and decisions.

Displays LEADERSHIP in our industry and our community.

Acts with INTEGRITY by being honest, trustworthy and doing the right thing.

Displays TEAMWORK by committing to common goals based on open and honest communication.

Delivers EXCELLENCE to our guests, our communities and to each other.

QUALIFICATIONS: High school diploma or equivalent; One to two years related experience or equivalent; Basic competence in subordinates’ duties and tasks; Must be able to speak, read, write and understand the primary language(s) used in the workplace; Commitment excellence and high standards; Excellent written and oral communication skills; Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm; Acute attention to detail.

SKILLS AND APTITUDES: Detail oriented. Organized and efficient. Position requires excellent spoken and written English communications skills. Able to work varied schedules including weekends and Holidays. ; Strong organization, problem-solving, and analytical skills; Ability to understand and follow written and verbal instructions; Ability to effectively communicate with all people at all levels and from various backgrounds.

WORKING CONDITIONS: Works indoors throughout shift. Bi-level structures. Extensive facility. Well lit room. Minimal exposure to hazardous substances and fumes. Possible exposure to blood-borne pathogens.

PHYSICAL/MENTAL DEMANDS: Sit for long periods of time, calculate figures, coordinate multiple tasks simultaneously, understand and respond to a diverse populations.

IMPACT OF DECISION: Decisions directly impact the hotel’s ability to provide guests with accurate reservation details. Poor decisions may result in guest dissatisfaction and loss of revenues, due to inefficient or improper work, unsafe work practices, or improperly handled customer service situations.

DRESS CODE: Must comply with the Company’s Appearance and Dress Code policy as set forth in the Employee Handbook.

JOB CLASSIFICATION: This position is classified as non-exempt and, upon completion of the Introductory Period, the employee is eligible for the Employee Benefits outlined in the Employee Handbook. Notwithstanding the foregoing, the company reserves the right to amend, change or discontinue the policies, practices and benefits described in the handbook at any time and without notice.

NON-EXEMPT POSITION: Non-Exempt employees are subject to the wage and hour laws and entitled to overtime pay. All overtime work by a non-exempt employee must be approved in advance by the employee’s supervisor or the General Manager and the time initialed by him/her on the time card. Non-exempt employees who work overtime without prior approval are subject to disciplinary action, including termination.

AT-WILL EMPLOYMENT: The relationship between South Coast Winery Resort & Spa and the employee is for an unspecific term and is considered “at will”. This means that the terms and conditions of employment may be changed, with or without cause and with or without notice, including, but not limited to termination, demotion, promotion, transfer, compensation, benefits, duties and location of work. No one other than the President of the Company has the authority to make any verbal or written agreements contrary to this provision and any such agreement must be put in writing and signed by the President before it is effective.

South Coast Winery Resort & Spa reserves the right to modify and update this Job Description as needed.