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TITLE: RESERVATIONS AGENT

Organizational Structure:

DEPARTMENT:

STATUS: Full-time/ Non-Exempt

REPORTS TO:

SUBORDINATES: N/A

Job Summary:

To answer telephone inquiries in a friendly and courteous manner, employ sales techniques in order to secure and process

reservations for guest accommodations accurately and in a timely manner consistent with Shamin Hotels high standards of quality.

Essential Job Functions:

• Answer the telephone and greet prospective guests in a friendly manner using clear, verbal English communication. Listen to callers to understand inquiries and requests. Promptly provide accurate information regarding availability, accommodation

• types, transportation to and from hotel, rate, etc. Promote SLC marketing programs. Assign reservations based on guest preferences and availability. Requires sitting for long periods of time in a confined space, utilizing a headset and working in proximity to other employees to continuously perform essential functions.

• Read, retrieve, communicate and verify information including confirmation number to caller. Input and retrieve data with routine difficulty using a computer reservation system and utilizing codes for efficiency. Requires English writing skills in the event that the computer system is inaccessible and manual documentation of reservations is required.

• Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc. Memorize and communicate applicable deposit and guarantee policies as requested. Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out.

• Regular attendance in conformance with the standards, which may be established by Shamin Hotels from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. Employees may be required to attend mandatory group and/or department meetings in addition to their regularly scheduled work shift as necessary.

• Upon employment, all employees are required to fully comply with Hotel rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

• Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests using the message function of the moderately complex computer of incoming faxes.

• Use the photocopier to make copies of items as required.

• Filing registration cards in room number order.

• Initiate reports and retrieve printed forms from computer printer.

• Verify credit card authorizations for processing advance deposits.

• Other duties as assigned by the supervisor such as assisting PBX operators or performing certain responsibilities as a Front Desk Agent.

• Cross-training.

• Report any suspicious persons or activities immediately.

TOP Requirements:

• Team Up, Own It and Passionately Serve!

• Team Up: Be Golden, Collaborate and Help Others Succeed.

• Own It: Be a role model, Embrace Responsibility and Keep Learning.

• Passionately Serve: Be Positive, Care Deeply and Create Memories.

• Recognize your co-workers with a Shout Out when they Team Up, own it or Passionately Serve.

• Demonstrate self-confidence, energy and enthusiasm always.

• Understand that you represent and reflect Shamin Hotels TOP Culture while at your hotel.

Qualification Summary:

Education Requirements

• General Education High School GED Recommended

• General Education No Formal Education Required

Type Qualification Skill

• Ability to effectively deal with customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger to collect accurate information.

• Ability to listen effectively and to speak English clearly over the telephone.

• Ability to access, read and accurately input information using a moderately complex computer system.

• Ability to establish and maintain effective working relationships with employees, customers, and patrons.

• Ability to sit for extended periods of time.

• Ability to follow written and or verbal instructions in English.

• Ability to input 25 WPM on a computer keyboard.

• Ability to communicate effectively in English in writing

• Skill Must have working computer knowledge including Microsoft Word & Excel.

• Skill Ability to input 25 WPM on a computer keyboard.