Department: Rooms

Reports to: Reservations Manager/Front Office Manager/Director of Rooms

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.

Organizes and monitors daily activities of reservation agents including but not limited to: the answering of calls, use of department script, completion of reservations (room, spa, dining, and wine tours), completion of individual and departmental checklists, and exceptional customer service, etc.

Ensures efficient, friendly, and professional guest interaction and telephone service; assist management by observing reservation agents to ensure that established procedures are followed.

Assist with training of reservation agents

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.) Revises the daily room availability and informs all appropriate staff.

Ensures all necessary reports and forms are completed daily from the checklist (department and individual).

Performs reservation agent responsibilities as needed to process guests expediently including but not limited to booking room reservations, responding to guest questions, resolving guest problems/complaints, answering telephone, and making guest reservations for dining/spa/wine tours.

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.

Assists reservation agents with resolution of guest problems/complaints as needed.

Monitors and maintains reservation area to be a positive, safe, clean and efficient working environment Ensures proper use and care of all property equipment and supplies.

Carries out all reasonable requests of management not listed above.

QUALIFICATIONS: High school diploma or equivalent; bachelor’s degree (B.A.) preferred. One to two years related experience or equivalent. Proven leadership and business acumen skills. Demonstrated proficiency in supervising and motivating subordinates. Basic competence in subordinates’ duties and tasks. Good judgment with the ability to make

Timely and sound decisions. Must be able to speak, read, write and understand the primary language(s) used in the workplace.

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. 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. Strong organization, problem-solving, and analytical skill. Ability to understand and follow written and verbal instructions. Ability to effectively communicate with all people at all levels and from various backgrounds.

We are an Equal Opportunity Employer