Noble House Corporate Office - Kirkland WA

Reservations Agent

Reservations Agent

PURPOSE/OBJECTIVE
Answering telephones, providing excellent customer service to guests calling in, answering questions, quoting availability and rates, multi-tasking, organizing and providing everything necessary to the guest to ensure a satisfying guest experience with this department, as well as their future stay at the resort.

DUTIES/RESPONSIBILITIES
• Be able to operate an automatic call distribution telephone set and headset, as well as a PC running windows based applications.
• Be able to utilize the multi-resort software system to find room types, availability, and be able to book, change and confirm all reservation requests and follow up. Be able to complete all procedures and directions.
• Possess sales skills to sell all aspects of the hotel’s services and amenities according to the resort standards and techniques.
• Be able to prioritize, organize and be detail oriented, to complete designated work assignments. Motivated to assist others and ask for additional assignments.
• Be able to provide courteous and professional assistance to all guests (internal and external) and solve problem (within guidelines) to provide excellent customer service at all times. Follow The Department’s etiquette guidelines.
• Contribute to and help maintain a professional, positive team oriented atmosphere within the call center.
• Promote, communicate, and maintain good working relationships with company counterparts.
• Keep the supervisor and manager apprised of problems, discrepancies, and occurrences with guests, outside vendors or within the call center.
• Mail or have mailed (via property) to guests designated fulfillment pieces necessary to complete guest requests.
• Have a current knowledge of the properties and all amenities, as well as the surrounding areas, to provide information to the guest.
• Be knowledgeable with all rates, packages, promotions, and procedures of call center.
• Participate and pass requirements of the training and shop call programs of the call center.
• Assist in the daily responsibilities and duties of the call center.
• Perform other tasks as assigned.
• Follow and maintain security and safety standards at all times.
• Ability to work any assigned shift and holidays. Ability to work overtime as necessitated by business/weather conditions. Flexibility is a must.

WORKING RELATIONSHIP
Supervision from the Reservation Supervisor, and Reservation Manager, or other senior staff member.

PHYSICAL REQUIREMENTS
• Office situation, i.e. sitting, standing or walking in a small area for extended periods of time.
• Repetitive phone and keyboard action; manual dexterity required.

QUALIFICATIONS
• High School education with one year of reservation (hotel) experience, customer service, or other office experience from which comparable knowledge and skills are acquired, is desired, but not mandatory.
• Good communication (written and oral), detail oriented, multi-task, administrative and organizational skills.
• Must have strong customer service skills when dealing with guests, vendors, owners, guests and co-workers.
• Good computer skills. Springer-Miller and windows based operations experience a plus.
• Mathematical, reasoning and problem solving skills a plus.
• General office skills such as computer, ten-key, fax machine, copy machine.

 

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