Reservation Agent

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The Reservations Agent is responsible for providing quick and efficient service to all guests with reservation requests and inquiries for the hotel. This position is responsible for sharing information with prospective guests to capture sales, and then coordinating the details of reservations.

**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 co-workers, 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 co-workers and guests.
- Be knowledgeable of property facilities, services, hours of operation, in-house 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. Employee is to perform any other tasks assigned by immediate Supervisor from time to time.

**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)