A reservations agent must be a knowledgeable and resourceful point of contact for our future and repeating guests. A reservations agent plays a key role in developing guest loyalty and maximizing revenue opportunities.  Successful reservation agents must anticipate guest needs and deliver service beyond what guests expect.  As one of the first interactions with our guests our reservations agents must always be polite, friendly and professional is was sets Seaport apart from our competition. 

Schedule Requirements

The Seaport Hotel operates 24 hours a day 7 days a week, inclusive of all holidays.  While the company will make every attempt to create a work and life balance, all team members may be required to work extended shifts and additional days based on business demands. The Reservations Department is staffed and available to our guests from: 

• 7:30am to 10pm on Monday thru Friday and,
• 8:00am to 9:00pm on Saturday & Sunday

Reservation agents must have availability to be scheduled to meet the needs of the company.  Weekly schedules are not fixed and will vary from week to week. 

Key Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answer incoming phone calls while
• Enter reservations into the property management system
• Set up special billing based on guest requests
• Process credit card payments   
• Communicate with guests via email
• Audit reservations to ensure correct dates of stay, rates, requests and stay history
• Make outbound calls to guests to arrange billing details, offer wait list availability or confirm details and requests
• Assist the Reservations Supervisors in group rooming list entry and group resume review as well as researching travel agent commission payments
• Document management
• Inter-departmental Communication regarding guest needs, requests, or issues      
• Responsible for practicing, managing and promoting our Mission and Values so that it becomes an intricate part of the everyday operation.
• Completes any related duties or projects assigned by the management.

Required Job Knowledge and Skills

• Strong verbal and written communicate skills
• Comfortable working with computers and typing
• Committed to delivering a high level of customer service
• Ability to manage multiple tasks
• Ability to process information in a timely manner with acute attention to detail 
• Ability to work under pressure
• Ability to work independently
• Possess excellent communication skills

Qualifications Experience:

• Two years of previous hotel experience in a guest services position preferred

Education:

• High School diploma, general education degree or international equivalent required.
• College degree or equivalent work experience

Language Skills:

• Fluency of the English language is required (read, write, speak)
• Must be able to listen to, read and/or write instructions, memos, short correspondences and messages.
• Bi-lingual skills preferred (Spanish, Chinese)

This job description in no way states or implies that these are the only duties to be performed by the person occupying this position.  The person in this position will be required to perform any other job-related duties assigned by their supervisor.