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Reservation Agent
1 week ago
PRIMARY RESPONSIBILITIES
- On a daily basis, review rates, packages, and promotions to ensure familiarity.
- Be familiar with all aspects of the property, including room types, restaurants, pool, spa, and other outlets and facilities, as well as locations and hours of operations.
- Identify callers' needs through probing questions and active listening.
- Accommodate the needs of guests with disabilities.
- Sell rooms by emphasizing quality and features rather than price; take all opportunities to upsell.
- Make reservations in property management sytem or manually if necessary.
- Confirm reservation information to guest before ending call.
- Offer and reserve special requests, such as room floor and location, connecting rooms, sharewiths, cribs, rollaways, etc.
- Use flags for future changes to guest accounts.
- Cancel reservations according to policy, ensuring guests are informed of any penalty.
- Place guests on waitlist as needed.
- Set up group files, master, and billing for group reservations.
- Enter group rooming lists.
- Maintain positive and professional communication with all staff.
- Provide recognition to others, including coworkers, supervisors, managers, and directors.
- Participate in meetings to learn about global programs, new products and procedures, and to discuss areas of opportunities, special events, and other activities.
- Ensure a healthy and safe work environment for coworkers and guests.
- Be knowledgeable of property facilities, services, hours of operation, inhouse events, conferences, and amenities to proactively assist guests.
- Promote property outlets to guests.
- Assist guests in finding locations within the property by escorting, when possible, or giving clear directions.
- Resolve guest complaints using property procedures.
- Create a positive environment in which all employees have the ability to maximize their potential.
- Listen to comments, criticisms, and feedback from guests, employees, and managers to gain an understanding of strength and opportunity to improve personal/property performance.
- Work as a team, helping all employees to complete the required activities that ensure we deliver Amplified Service.
- Participate in Sound Check meetings on each shift.
- Always smile and offer a warm greeting to all.
- Know, understand, and practice (with energy and enthusiasm) the mission, values, mottos, culture and spirit that make Hard Rock unique.
- Take initiative to offer assistance throughout the property.
- Operate ethically to protect the Hard Rock brand.
- Utilize programs designed to help Save the Planet.
- Perform duties in accordance with company standards, policies, and guidelines, and applicable laws and regulations.
- Perform additional duties as requested by department managers and supervisors.
- Communicate with supervisors and managers to ensure that assigned duties are completed to standard.
- Coordinate operations with other departments, as needed.
- Present a professional image to employees, guests, clients, owners, and investors.
- Review and develop guest history records to enhance personalized service for repeat guests.
- Maintain confidentiality of guest, employee, and company information.
- Respond to guest enquiries within 24 hours.
This job description reflects the position's essential functions, it does not encompass all of the tasks that may be assigned.
Benefits:
- Meal provided
- Opportunities for promotion
- Professional development
Schedule:
- Holidays
- Rotational shift
- Weekend jobs
Supplemental pay types:
- Overtime pay
Ability to commute/relocate:
- Kota Tinggi: Reliably commute or planning to relocate before starting work (required)
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