Reservation Agent

Job Overview

Job Title: Reservation Agent
Department: Central Reservations Office
Location: Holiday Inn Resort – Panama City Beach, FL
Employment Type: Full-Time / Part-Time

Job description:
At Holiday Inn Resorts, we know a lot goes into planning a holiday. So, we bring it all together. Have you ever dreamed of working beside the beach? Can your local knowledge and helpful nature bring experiences and families together? We thought so too – so come join the fun!

What is the job?
Reservations agents assist customers who wish to make reservations with the hotel. They provide information, respond to customer inquiries and questions, investigate rate options and availability, and provide details on available options. They assist with booking the reservation and provide confirmation details. They can also help with changing or canceling an existing reservation.
Your day to day:

• Handles a large volume of inbound calls, live chat, emails, faxes, outbound calls, and other contact center operations tasks for multiple properties.
• Apply Transient Edge Reservations Program to personalize benefits, increase call conversion, and maximize hotel revenues.
• Follow hotel’s rate structures, discounts, and sell/upsell strategies
• Process advance deposits based on rate rules and hotel house policy. Complete all necessary follow up on non-guaranteed bookings to ensure all reservations are guaranteed, this may include callbacks, email, or messaging guest via OTA Extranet.
• Assist with all caller's requests including modifications and cancellations of existing reservations
• Accurately note customer preferences, add proper special request codes, communicate cancel/deposit policies, send confirmation letters and update all reservations comments accordingly.
• Takes personal ownership to resolve customer issues and complaints by thoroughly researching issues, identifying solution options, escalating to a supervisor if applicable per established policies and procedures, and following up to ensure resolution is implemented and confirmed back to the customer in a timely manner.
• Manages time effectively for maximum efficiency and productivity.
• Proactively advises Supervisor of problems with equipment, reservations systems, and other systems immediately to support maximum efficiency and productivity.
• Completes all required Brand Standards training and compliance courses as assigned.
• Adheres to Company standards, and maintain compliance with all policies and procedures
• Performs all other duties as assigned

Required Skills/Abilities:

• High school education or equivalent experience required with some college/university strongly preferred.
• Must have pleasant phone voice along with the consistent proper verbal and written use of the English/Spanish language. Guest service and familiarity with hospitality industry practices preferred.
• Pleasant phone voice
• Attention to detail
• Excellent listening, written, and verbal communication skills
• Ability to access, read, and accurately input data in all Reservation Systems
• Ability to make accurate mathematical calculations using a 10-key calculator.
• Ability to handle and diffuse problem situations with courtesy, empathy, and a resolution oriented approach.
• Ability to use analytical & decision-making skills to offer options and resolve problems
• Ability to go between multiple systems & software programs to complete all work processes.
• Ability to overcome customer objections through persuasion and providing a variety of options.
• Possess a positive, professional attitude and friendly, service-oriented demeanor.
• Proficient in time management; the ability to organize and manage multiple priorities * Ability to take initiative and effectively adapt to changes.
• Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established time frames.
• Performs well with frequent interruptions and/or distractions.
• Able to use sound judgment; work independently, with minimal supervision.
• Be a team player and promote a harmonious work environment
• Sitting for long periods of time behind the desk
• Must be available to work a flexible schedule including nights, weekends, and/or holidays.

How do I deliver this?
We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG® hotels

·True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
·True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
·True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
·True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner
There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

What we offer:
· Competitive pay
· Opportunities for growth and advancement
· Work in a beautiful, beachside location
· A supportive and friendly team environment
· Health, Dental & Vision Insurance
· Short-term and long-term disability
· Life insurance
· Sick days
· Paid vacation time
· World wide hotel discounts (IHG)

How to Apply
Interested candidates are encouraged to apply in person or submit their resume by responding through this ad. Join us and be part of a team dedicated to creating memorable guest experiences at one of Panama City Beach’s top resorts.

Holiday Inn Resort Panama City Beach is an Equal Opportunity Employer.