Reservation Agent Resume Samples
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Reservation Agent Resume Samples
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DS
D Stiedemann
Dorian
Stiedemann
395 Luettgen Lane
Los Angeles
CA
+1 (555) 671 5427
395 Luettgen Lane
Los Angeles
CA
Phone
p
+1 (555) 671 5427
Experience
Experience
Phoenix, AZ
Reservation Agent
Phoenix, AZ
Marvin, Kunde and Dicki
Phoenix, AZ
Reservation Agent
- Take incoming reservations for clients while providing outstanding customer service
- Execute reservations processes via phone, email, and possibly fax
- Handles Registration and Branded Lines
- Answer basic client questions in relation to products, services, and processes
- May be asked to perform duties related to implementations
- Strive to enhance the department’s relationship with internal contacts and external clients ensuring the highest quality, responsive service possible is provided
- Proactively communicate constructive feedback to management regarding any obstacles to achieving established goals and objectives
Los Angeles, CA
Magic Center& Reservation Agent
Los Angeles, CA
Kerluke, Kunde and Bode
Los Angeles, CA
Magic Center& Reservation Agent
- Ensure cleanliness of work area and clean your work area prior to departing
- Assists guests with international calls and directory queries
- Provide secretarial services for guests
- Process all incoming and outgoing calls accurately and courteously
- Calls guests by name whenever possible
- Pages staff member when requested
- Abides by principles of guest privacy
present
Chicago, IL
Platinum Elite Reservation Agent
Chicago, IL
Streich, Dietrich and Murray
present
Chicago, IL
Platinum Elite Reservation Agent
present
- To learn, understand and communicate a thorough knowledge of Marriott philosophies to our customers
- To help create an ongoing effort of improvement for the Platinum Elite Team and Reservation Center through personal action and the contribution of ideas. To aspire to achieve total guest satisfaction on each and every call
- To learn and support The Platinum Elite Standards; to strive to eliminate defects and uphold the quality processes of the Platinum Elite Desk. To provide exceptional service to our customers, and fellow associates
- Associates will be trained to assume elevated responsibility including redeeming and booking Marriott Rewards and handling special requests
- To answer all incoming telephone calls efficiently, using professional and courteous verbiage as defined in The Platinum Elite’s current monitoring guidelines. The same verbiage and level of professionalism and courtesy are expected to be used on outbound calls to guests, and hotels and Marriott Rewards
- Complete Guest Incident Action forms to assist in addressing guest concerns and complaints (“opportunities”) in a considerate, efficient and thorough manner
- Resolve all guest opportunities in accordance with The Platinum Elite Standards regardless of the issue at hand
Education
Education
Bachelor’s Degree in Tourism
Bachelor’s Degree in Tourism
Indiana University
Bachelor’s Degree in Tourism
Skills
Skills
- A highly professional telephone manner and excellent communication skills
- Basic knowledge of conference call features
- Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company
- Ability to work in a fast paced work environment and be able to balance multiple tasks successfully
- Highly responsible & reliable
- PC Proficiency
- Strong verbal and written communication skills
- Strong computer skills
- Excellent grooming standards
- Manage telephone, fax and email enquiries in a prompt and professional manner and in accordance with company standards ensuring accuracy and attention to detail at all times
12 Reservation Agent resume templates
Read our complete resume writing guides
1
Shuttle Reservation Agent Resume Examples & Samples
- Accurately input and book reservations for CME Shuttle, Private and Charter guest transportation into our reservation system
- Understand CME Products and Services and have ability to offer guests various options
- Provide a level of service that exceeds our guest’s expectations
- Interface with Group Sales Representatives
- Comply with all company policies and procedures
2
Reservation Agent Resume Examples & Samples
- Preferably with a Diploma/qualification in Hospitality or Tourism Management
- Experience working at the Front Office or Reservations department of a luxury hotel
- Fluent in Arabic is added advantage
3
Reservation Agent Resume Examples & Samples
- Reports directly to the Reservation Supervisor
- Assists the Reservation Supervisor with reservation activities on daily basis
- At all times maintains a professional, yet friendly business manner in all guest and client liaison, personally, in correspondence and on the telephone
- Pays attention to the use of the Guest History facility in the Opera Reservation System
- Is responsible and accountable for all operations in relation to the Reservations area of the Hotel whilst on duty and reports regularly to Reservation Supervisor
- All reservation input, manual filing procedures and statistical information relevant to reservations must be of high quality
- Strives to provide the most comprehensive and accurate information, to telephone callers, guests, other staff and Departments of the Hotel
- Receives, processes, and confirms all room reservations channeled through the efficiently and courteously; from all distribution channels
- Ensures that reservations are processed based on the established room availability, applicable rates and billing arrangements
- Sells rooms in such a manner to maximize revenue and occupancy with guest satisfaction
- Works on the computer system and maintains the computer discipline at all times
- Adheres to Hotel’s policies and procedures
- Being constantly aware and in touch with forecasted occupancies for the future, group block bookings or allotments which may or may not have been utilized,all rates and rate structures in place within the hotel and to whom they are applicable and all promotions, packages and special rates that may be applicable, ensuring that at all times the hotel preferred market mix is protected
4
Reservation Agent Resume Examples & Samples
- Responsible for handling telephone enquiries and accountable for all operations in relation to the Switchboard and guest message delivery whilst on duty
- Responsible for accepting reservations and the subsequent input in the computer system and must work closely with all Front Office and Sales & Marketing personnel, and in particular, Sales & Marketing, providing lead advice and constant "feedback" concerning both enquiries and firm reservations
- Responsible for ensuring that each new travel agent utilising the hotel must have all relevant information recorded on a New Travel Agent Master Form and passed to Finance Department or Reservation Manager for approval
- Responsible for ensuring that all reservation filing and correspondence is carried out daily. Filing must be strictly monitored and filed in a way which ensures that all information is quickly on hand and easily located by all staff within the Front Office
- Ensure that through constant liaison with the Sales & Marketing personnel that all clients on corporate rates with the Hotel or AccorHotels are identified and that the relevant statistical information can be generated
- To ensure that all telephone enquiries are provided with concise information concerning the services and facilities provided by the hotel
5
Reservation Agent Resume Examples & Samples
- Proven sales experience within the hotel/leisure sector
- Good organizational and administration skills
- Maintain established filing system for all correspondence and collate reports as required by Reservations Manager or Supervisor
- Promote and maintain good public relations and endeavors to maximize business
- Maintain an accurate room status at all times
- Understand seasonal and historical trends and work within them to ensure maximum occupancy and average room rates
- Identify new contacts and pass sales leads on to the relevant sales team. , develop sales leads, and respond to sales opportunities in order to maximize revenue
- Maintain a thorough understanding of hotel facilities and processes, and contribute to a culture of high quality standards for relationship building, customer service, selling techniques, and billing and processing contracts
- Ensure delivery in quality in processing guest requests and bookings
6
Reservation Agent Resume Examples & Samples
- Good Verbal and communication skill
- Ability to interact with clients at all levels
- Understanding and carrying out oral and written instructions
- Keyboarding Skills
- Basic knowledge of conference call features
- Take incoming reservations for clients while providing outstanding customer service
- Execute reservations processes via phone, email, and possibly fax
- Handles Registration and Branded Lines
- Answer basic client questions in relation to products, services, and processes
- May be asked to perform duties related to implementations
- Strive to enhance the department’s relationship with internal contacts and external clients ensuring the highest quality, responsive service possible is provided
- Proactively communicate constructive feedback to management regarding any obstacles to achieving established goals and objectives
- Escalate to supervisor any situation outside the employee’s control that could adversely impact the service provided
- Provide feedback concerning recurring problems and recommend improvements aimed at reducing future occurrences
- Establish a good working relationship with team members and internal contacts in order to maintain and continuously strive to improve the level of overall service being provided
- May assist with performing quality review of services being provided and department interactions by escalating work flow and communication issues to management staff to help identify trends indicating the need to revise existing methods and procedures
- Identify and report screen and database concerns to management
- Assist in indentifying areas where additional training is needed
- Recommend to management improvements that will result in processing conference calls with greater accuracy
- Minimum 6 months customer services experience required
7
Reservation Agent Resume Examples & Samples
- Drive revenue through the selling and up selling of reservations, room types and additional items
- Provide quality customer service on every call
- Meet and or exceed defined sales goals and targets
- Excellent listener and communicator
- Proven track record of efficient problem-solving
- Proven strong sales, service and closing skills with the ability to overcome objection
- Background in the travel and trade industry
- Fluency in another language such as Spanish, Portuguese or French is a plus
8
Magic Center& Reservation Agent Resume Examples & Samples
- Records and controls accurately wake up calls
- Pages guests in co-operation with concerned departments
- Calls guests by name whenever possible
- Abides by principles of guest privacy
- Handles guests needs or requests and reports complaints to the Magic Supervisor
- Advises defects on switchboard equipment to Supervisor
- Attends to all guest queries and requests promptly
- Provide secretarial services for guests
- Efficient in the use of all business center equipment
- Update traffic sheets accurately
- Handle complaints promptly and follow up thoroughly on action taken
- Update airline schedules and guides the guest whenever requested
- Co-ordinate the reservations of meeting rooms
- Ensure cleanliness of work area and clean your work area prior to departing
- Report daily activities in logbook
- Demonstrate Awareness of Hilton policies and procedures and ensure all procedures are conducted safely and within Hilton guidelines
- Be receptive to new ideas and respond to workplace changes in a flexible and optimistic manner
9
Reservation Agent Resume Examples & Samples
- Take ownership of the caller’s request and ensure follow up according to the hotel’s standards
- Handle and distribute faxes, voice messages and written messages for internal and external Guests
- Must possess outstanding guest services skills and sophisticated verbal communication skills
10
Central Reservation Agent Resume Examples & Samples
- Experience in reservations is preferable
- Excellent oral and written communication and computer skills
- The ability to sit the majority of each shift
11
Reservation Agent Resume Examples & Samples
- To liaise with sales and other departments as required
- To assist guests regarding hotel facilities in an informative and helpful way
- To follow all safety policies
- Previous Property Manager System experience preferred
12
Reservation Agent Resume Examples & Samples
- Review daily arrival list for next day and ensure necessary correspondence for the purpose of billing are present and all information are correctly updated
- Ensure all reservation booking received either by fax or e-mail is keyed in Opera in a timely manner and reply to guest soonest possible
- Monitor call handling so that opportunities in up-selling are maximized
- Alert the Reservation Manager of any sudden fluctuation in occupancy levels
- Provide assistance to the team for special requests or problems that may arise in the department
13
F&B Reservation Agent Resume Examples & Samples
- Excellent reading, writing and oral proficiency in the English & Arabic language
- Previous food and beverage experience preferable
- Well organized and able to prioritize in a busy and demanding environment
14
Reservation Agent Resume Examples & Samples
- Constantly monitor availability and close out/open up to different rate codes
- Answer inquiries pertaining to hotel services; registration of guests; and shopping, dining, entertainment, and travel directions
- Order complimentary flowers or champagne for guests
- Ensure the completion of all reservations
- Monitor daily availability and keep front office informed of best rates to sell
- Record turnaways on busy dates
15
Reservation Agent Resume Examples & Samples
- Input and access data in reservation system by entering correct information into proper fields, including Marriott Rewards number, and asking for travel agency IATA and FIT numbers (i.e., flags, comments, guest messages)
- Verify availability of room type, rate, and occupancy before confirming any reservations
- Process all reservation requests, changes, and cancellations received by phone, fax, or mail
16
Reservation Agent Resume Examples & Samples
- Handling of all reservations by telephone, fax, e-mail
- Handling of group reservations
- Updating reservations in the PMS received via the interface
- Adhere to all reservation standards
- Understand and be able to answer all questions about rates, room categories and seasonality
- Sell rates according to availability and yield strategy
- Maintain and develop guest contact
- Handle all reservation documents and correspondence correctly and conscientiously
- Apply company credit policy
- Pass on sales leads to Sales managers
- Pro-actively try to cross-sell (F&B, Spa, etc.) and up-sell room types
- Efficient and complete communication with all other departments, especially front desk, accounting and sales
- Complete knowledge of the property management system
- Working knowledge of Microsoft Word and Excel, Internet and e-mails
- Participate in team or department meetings
- Cooperate with and assist team members
- Participation in all trainings as required
- Be able to clearly communicate information to guests or colleagues
- Have complete knowledge of the following
- The Hotel and all outlets
- The area
- The company
- Accor properties
- Special events in the area
- Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve overall objectives of this position
- To understand and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Hotel’s policy on Fire, Hygiene, Health & Safety
- To ensure that all potential and real hazards are reported and rectified immediately
- To understand and strictly adhere to the Hotel’s Employee rules & regulations
- To report for duty punctually wearing the correct uniform and name tag at all time
- Performs any other duties as assigned to him/her by management
17
Reservation Agent Resume Examples & Samples
- Contribute to our work environment with a positive and friendly attitude
- Field inquiries for transient reservations and convert as many of these calls as possible into confirmed reservations
- College degree preferably specializing in hotel management
- Reading, writing and oral proficiency in the English language
- Have access to a robust benefit plan
18
Reservation Agent Resume Examples & Samples
- Follows up the administration of reservations very thoroughly, making check-in operations easier for the front desk team
- Transforms a request for information into a potential reservation as soon as there is an opportunity
- Presents the brand and/or Group's loyalty programme to customers; adapts the sales pitch to each customer
- Counters any objections with a suitable and structured sales argument; passes on any questions that cannot be answered to his/her superior
- Handles reservations by applying the various step-by-step processes defined by the brand (""Reser-Vision"")
- Enters reservation details precisely and correctly
- Ensures that information is passed on to the people concerned
- Confirms the reservation; takes care over written communications"
- Good listening and analytical skills, attentive
- Commercial know-how
- Diplomacy and self control
- Self-confidence
- Confident speaking skills
- Good team player"
19
Group Reservation Agent Resume Examples & Samples
- Previous Reservation or Royal Service related experience required
- Previous Opera Property Manager System experience required
- Fluency in verbal and written English is required
- Luxury hotel sales experience, having had varied market mix experience
20
Reservation Agent Resume Examples & Samples
- Prompt handling of all incoming and outgoing calls in a courteous and efficient manner
- Handle guest complaints and take appropriate action to resolve
- Inform management when guests are dissatisfied or experiencing a problem and offer resolution
- Conduct guest call-backs to ensure satisfaction
- Handle all requests for hotel room reservations via telephone, mailed correspondence, rooming lists, and in-house requests
- Must be effective in sales and up selling
- Perform entry of hotel reservation information into property management system
- Follow all accounting procedures according to guidelines to ensure proper revenues and payments on accounts are received and credited
- Dispatch delivery, security, banquets, engineering, housekeeping, and others to responsible departments
- Light clerical work to include but not limited to; envelope stuffing, filing, faxing and copying
- Responsible for accurately sorting all incoming mail to ensure timely arrival to appropriate person
- Update casino telephone directory as needed
- Assist guest by directing them to appropriate areas and contact department for guest needs
- Route emergency calls appropriately
- Responsible for keeping message lights in rooms coordinated with actual messages and wake up calls
- Ensure receipt of wakeup call at requested time
- Take amenity calls and hospitality orders and dispatch to kitchen/F&B team
- Maintain up-to-date information of all hotel and casino events to ensure guests will receive accurate and prompt information when requested
- Help departments with special projects as assigned
- Provide for the safety of team members, including keeping areas clean and free of safety hazards, debris and litter and performing all job duties in a safe and responsible manner
- Comply with all reasonable requests made by management
- Must have the ability to effectively and efficiently use pertinent computer software and hardware
- Must have the ability to maintain confidentiality at all times
- Minimum of six months related experience and/or training
- Must build and maintain excellent rapport and a superior level of customer service with internal and external customers, team members, community, media, and shareholders
- The employee must frequently lift and/or move 10 pounds
21
Wilderness Access Center Reservation Agent Resume Examples & Samples
- Become familiar with our computer reservation system, a Windows-based system
- Conduct sales and reservations transactions to customers accessing the Visitor Transportation System (VTS) as well as for campgrounds and tours. Included in all transactions, but not limited to is: input of data correctly into the ROVER system and positive interaction with the customer designed to respond as appropriate to their specific needs and desires
- Assist customers with any other inquiries, including directing them to the Information Desk or NPS Denali Visitor Center when appropriate
- Assist with expediting tasks either with VTS or Tour
- Assist with tour ticketing and phone reservations
- Maintain a bank and be accountable for all of your transactions on a daily basis
- Assist with special projects as assigned by the Wilderness Access Center Manager
- Assist with phone inquiries from clients or other departments
- Environmental objectives and targets will be communicated by dept. managers for each dept. during EMS training
- Additional tasks as assigned
22
Reservation Agent Resume Examples & Samples
- Directly responsible for handling telephone inquiries, accepting reservations and the subsequent input into the computer system
- Work closely will all Front Office and Sales personnel, and in particular, Sales, providing lead advice and constant "feedback" concerning both inquiries and firm reservations
- Work at all times in maximizing the hotel’s occupancy potential, whilst protecting the Hotel's business mix
- Maintain a professional, yet friendly business manner in all guest and client liaison, personally, in correspondence and on the telephone
- Pay particular attention to the use of the Guest History facility in the property management system
23
Voicepro Reservation Agent Resume Examples & Samples
- Answer customer inquiries, providing professional assistance to potential and existing guests on every call
- Provide detailed descriptions of destinations, resort accommodations and products
- Provide accurate pricing on all products i.e. accommodations, airline and packages
- Suggest products to enhance stay and enjoyment
- Up sell products and accommodations whenever possible
- Accurately input all data required to complete transactions
- Operate multiple computer applications accurately and effectively
- Ability to successfully multitask in fast paced environment using multiple computer applications
- Fast paced work environment
- Hospitality and Service Minded
- Sales and Service Driven
24
Reservation Agent Resume Examples & Samples
- Assist the Reservation Manager in all rooms enquiries, reservations, confirmations, cancellations and operating yield management to ensure highest rates and occupancy are achieved
- Assist with the compilation of daily/weekly/monthly/yearly statistical reports or any other reports as requested by the Reservation Manager
- Date stamps, sort, and rack incoming mail and messages
- Transmit and receives messages, using telephone or telephone switchboard
- Keep records of room availability and guests' accounts, using the computer system
- May be required to work on the Front Desk from time to time
- Be familiar with all rates
25
Reservation Agent Resume Examples & Samples
- Must possess outstanding Sales skills, Guest service skills, professional presentation and sophisticated communication skills
- Proficient in English and Arabic languages (Verbal and written)
- Must be able to handle multitude of tasks in an intense, ever changing environment while remaining calm, collective and accurate
- Possess full command of CRS, PMS and other Microsoft applications (necessary training will be provided) Computer literacy in Windows, MS Office Suite, PMS systems is an added advantage
- Must be flexible in terms of working hours (Shift Timing)
- 1 years experience in similar positions and customer service is preferred
26
Reservation Agent Resume Examples & Samples
- Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company
- Proficient in the use of computer
- High School or Vocational Certificate in Hotel Management, Business Administration, or related field
- 1 year related experience or 6 months experience in reservations/front office or an equivalent combination of education and experience
27
Reservation Agent Resume Examples & Samples
- Takes reservations over the phone, by fax or internet, and handles all associated operations
- Handles reservations by applying the various step-by-step processes defined by the brand
- Confirms the reservation; takes care over written communications
28
Stage Reservation Agent Resume Examples & Samples
- Opera software is an asset
- Have excellent organizational and administration skills
- Sales oriented
- Autonomous
- Rigorous
- Organized
29
Reservation Agent Resume Examples & Samples
- Handles daily correspondence. Responds to inquiries and makes reservations as needed
- Hotel Management graduate or equivalent
- Must speak, read, write and understand the primary language (English) used in the workplace
- Ability to speak and understand the primary language (Arabic) used by the guests who visits the hotel, is considered as an added advantage
- Previous hotel-related experience desired
- Experience in Hotel softwares and their functionalities
30
Reservation Agent Resume Examples & Samples
- Record and process reservations made by phone/fax/email, website and GDS
- Maintain a high level of product and service knowledge about the Hotel and Restaurants
- Maintain knowledge of special rates/ offers/ promotions
- Ensure that quality of reservation is maintained in terms of guest details, outlet bookings etc
- Ensure that the minimum response time is maintained for all reservation requests
31
Reservation Agent Resume Examples & Samples
- To attend and handle all incoming and outgoing room reservation requests, as per the hotel standards and procedures
- To attract guests and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel's image and to increase revenue
- To recognize potential clients and to transmit information to the Sales Department
- To recognize VIP guests and to apply the concerned policies
- To maintain a good commercial relationship with all the bookers: guests/companies/agencies
- To promote the Accor loyalty programs and the hotel promotions
- To respect the privacy of the guests and the confidentiality of the information
- To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it
- To report all guest comments or complaints
- To call the supervisor or manager for advice in serious cases or if an approval is required
- To properly use the telephone etiquettes as per Accor standards
- To have a perfect knowledge of room types and rate structure
- To ensure the accuracy of all booking information entered in the PMS
- To maintain an accurate Guest History
- To have a perfect knowledge of the hotel configuration and products
- To achieve Quality Tools and Yield Management performance
- To know the competitors and to gather information about their activities and sales
- To provide updated reports and statistics to the Management and other departments
- To follow up availability and rate charts on TARS and other booking systems / channels
- To maintain database for ATACS follow up
- To follow daily check-lists
32
Reservation Agent Resume Examples & Samples
- Providing outstanding customer service when dealing with customers, agents, vendors, & co-workers
- Explain tour descriptions and sell tours over the phone and via e-mail
- Support all company policies and procedures and enforce within the department
- Proven customer service skills over the telephone and a good telephone manner/voice
- Taking reservations from outside passengers and directly from passengers via phone and e-mail and will also work with outside vendors for bookings
- 1-2 years of experience in working in a customer service environment
- 1-2 years of Sales experience
- Excellent communication skills to liaise with other managers and clients
- Ability to work in a fast paced work environment and be able to balance multiple tasks successfully
- Must be able to successful meet deadlines on a daily basis
- Strong software skills to include MS Office and MS Based software
- Knowledge of Alpro is preferred
33
Platinum Elite Reservation Agent Resume Examples & Samples
- To learn, understand and communicate a thorough knowledge of Marriott philosophies to our customers
- To assist Marriott customers in making reservations, providing a level of service which upholds the highest standards and incorporates the Platinum Elite enhanced service skills
- To maintain a tradition and attitude of having the desire to provide excellent service to guests and fellow associates. To respond sensitively to the needs and feelings of others, regardless of status or position; to accept interpersonal differences and to maintain rapport
- To help create an ongoing effort of improvement for the Platinum Elite Team and Reservation Center through personal action and the contribution of ideas. To aspire to achieve total guest satisfaction on each and every call
- To effectively recognize and resolve issues, taking action to overcome challenges to get work done efficiently, with a high degree of quality. To make sound and logical decisions, using good judgment and common sense
- To learn and support The Platinum Elite Standards; to strive to eliminate defects and uphold the quality processes of the Platinum Elite Desk. To provide exceptional service to our customers, and fellow associates
- You may be asked to act as On-the-Job Trainer (OJT) on the Platinum Elite Desk. This may include, but is not limited to, double-jacking with and “ghosting” during training classes. In addition, Platinum Elite Associates must be willing to train and instruct other members of The Platinum Elite Team by passing along necessary skills and information to assist them in their development and advancement
- The Platinum Elite Sales Associate should strive to understand our business, and learn the requirements of the operation to maintain the service and the quality levels of The Platinum Elite Desk
- Associates must possess an exceptional knowledge of Marriott Rewards and booking procedures
- Associates will be trained to assume elevated responsibility including redeeming and booking Marriott Rewards and handling special requests
- To answer all incoming telephone calls efficiently, using professional and courteous verbiage as defined in The Platinum Elite’s current monitoring guidelines. The same verbiage and level of professionalism and courtesy are expected to be used on outbound calls to guests, and hotels and Marriott Rewards
- Complete Guest Incident Action forms to assist in addressing guest concerns and complaints (“opportunities”) in a considerate, efficient and thorough manner
- Resolve all guest opportunities in accordance with The Platinum Elite Standards regardless of the issue at hand
- Record guests’ special service requests and follow through on their completion. The Platinum Elite Associates will attempt to satisfy all special requests, as outlined in their Outbound Call Handling Training
- When booking a Marriott Reward Redemption, you must ask the customer if they have ordered their award. If they respond that they have not, you must offer to transfer the customer according to the established transfer guidelines for Platinum Elite Members
- The Platinum Elite Desk functions on a seven day per week basis. Associates may be required to work different shifts and schedules to accommodate the changing demands of the business, including Saturdays, Sundays, and holidays. The number of hours worked each week may be adjusted to meet the changing demands of business, which may require working more or less than forty hours in any week
- To accept that telephone calls will be monitored frequently and shop calls will be placed often, to ensure that The Platinum Elite standards are being maintained
- Handle overflow calls using good listening and communication skills to secure information necessary to complete a reservation
- Applies all trained sales techniques to convert calls into reservations while complying with sales strategies identified in training
- Handle incoming calls with a seamless transfer for the guest using words like “Our and We”
- Have specific knowledge of all represented hotels and knowledge of the difference between brands
- Promotes effective cross selling strategy of Marriott hotel products whenever the primary hotel or product line is unable to accommodate a reservation request
- Maintain and display a pleasant, helpful, courteous attitude while providing excellent service to all customers and associates in the center. To respond sensitively to the needs and feelings of others, regardless of status or position; to accept interpersonal differences and to maintain rapport
- To strive to become an independent associate, able to analyze problems and to formulate plans to overcome challenges to get work done quickly with a high degree of quality. To make sound and logical decisions and to choose appropriate courses of action based on the parameters of the situation at hand and to use the problem solving tools that are available through the Total Quality Management Process
- Be familiar and utilize the “INF” mini hotel/Hotel DH Screen, IDIR, and Group Fact Screens for answering guest or hotel questions
- Know how to handle and book group reservations; Know when to and not to book a housing protected group booking; Be familiar and utilize the group fact screen
- No active written warnings in the last 12 months
- No active counseling (within the last 12 months) for Non-Servicing and/or inappropriate guest inter-action and/or professional demeanor
- No more than 2 notifications or 5 occurrences
- Must be willing to commit to no less than six months in this position; no transfers will be permitted during that time
- Marriott standards and minimum policies for posting require that hourly associates remain in their current positions for 6 months prior to posting outside their department. If promoted, hourly associates must remain in the new position 6 months before posting again. Management associates must remain in current position 1 year before posting. **
34
Reservation Agent Resume Examples & Samples
- Understand the key principles of FRHI Pricing Strategies and Revenue Management
- Strong experience or adaptable training in the use of automated systems, PCs and office products, e.g. Excel, Word
- Strong knowledge of Opera & Microsoft Office
- Degree/Diploma in Training and Development or Hotel Management
- Minimum of 1 year experience in Hotel or Resort, as Reservations Agents
- Fluency in Turkish written & spoken
- Fluency in English written & spoken
- Additional language knowledge is preferred
35
Reservation Agent Resume Examples & Samples
- Responsible for handling telephone enquiries, accepting reservations and the subsequent input in the computer system
- Work closely with all Front Office and Sales & Marketing personnel, and in particular, Sales & Marketing, providing lead advice and constant "feedback" concerning both enquiries and firm reservations
- The Reservation Agent must work at all times in maximizing the hotel’s occupancy potential, whilst protecting the Hotel's business mix
- Professional, yet friendly business manner in all guest and client liaison, personally, in correspondence and on the telephone
- To provide efficient and courteous telephone service to guests and callers to create a favorable public image as part of service the hotel has to offer
- To be discreet. All conversation overheard must be treated strictly confidential and never divulge guest room numbers over telephone
- Responsible to ensure that all information relating to a reservation is keyed correctly into the system and is of highest quality, and errors are kept to an absolute minimum
- Ensure that all guests’ queries and requests are attended to in a helpful, professional yet warm and friendly manner
- To ensure that all telephone enquiries are provided with concise information concerning the services and facilities provided by the Hotel
- Have a comprehensive knowledge of the town and what is happening within the city at all times, and to ensure that all guest or caller enquires are met with prompt, informative yet friendly solutions
- Responsible for ensuring that every reservation contains the correct and applicable information
- To ensure all reservations entered are met based on Revenue requirements
- Preferably someone who has good computer skills
36
Reservation Agent Seattle Resume Examples & Samples
- Responsible for assisting customers with travel requests by answering incoming calls and matching the features and benefits to the needs of the passengers
- Answer customer's inquiries regarding all aspects of their travel
- High School diploma or equivalent required
- Proficient keyboard skills required
- Excellent attendance and reliability required
- Must be flexible to work any shift assigned within a 24 hour/day, 7 day/week, 365 day/year operation including weekends, holidays and overtime as needed. Hours could include late nights and early mornings
37
Reservation Agent Boise Resume Examples & Samples
- Think on their feet
- Able to handle stressful situations with ease
- Shift Flexible ( THIS IS A MUST)
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Qr-senior Reservation Agent Resume Examples & Samples
- Handle customer requirements professionally ensuring minimum complaints
- Support staff and keep updated with relevant industry and Qatar products/services
- Arranges reservations and routing using timetable, airlines manuals, reference guides, and tariff book
- Record and process reservations made by phone/ fax/ e-mail
- Perform a proper flight firming check to maximize flight utilization and reduce No shows
- Support staff and customers to resolve difficult issues/problems pertaining to reservations and ticketing
- Prepare weekly sales reports
- Minimum high school degree
- Must be customer and service oriented with good interpersonal skills
- Knowledge in IATA standard reservation/ticketing procedures is required with fair knowledge of world geography and have proven experience with the Amadeus reservation system
- Mother language should be Croatian and you should have Croatian citizenship
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Reservation Agent Resume Examples & Samples
- 1-2 years Reservations/Front Desk experience
- Must be computer literate, knowledge of Word and Excel
- Must be able to work all shifts including weekends
- Strong phone skills needed
- Be part of a cohesive team with a singular focus on creating the best possible guest experience
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Reservation Agent Resume Examples & Samples
- Assist the Reservation SV in all rooms enquiries, reservations, confirmations, cancellations and operating yield management to ensure highest rates and occupancy are achieved
- Assist Reservations SV in maximizing room revenue, average room rate and occupancy percentage through efficient yield management
- Chase up on all unconfirmed individual and group bookings
- Chase tour operators for deposits, confirmation of numbers etc
- Assist the Reservation SV to operate an efficient reservations department ensuring highest occupancy is achieved
- Assist with the compilation of daily/weekly/monthly/yearly statistical reports or any other reports as requested by the Reservation SV
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Reservation Agent Resume Examples & Samples
- Greets potential and existing customers; answers questions regarding hotel room availability, prices, and related hotel services; and reserves rooms and room blocks with a wide variety of room options, hotel services, payment types, taxability, group discounts, etc., according to hotel procedures
- Negotiates room rates with potential customers within assigned parameters in order to maximize revenues while maintaining high room sales levels, using optimal interpersonal skills and selling techniques
- Reviews rooming lists, room availability reports and related information; forecasts reservations made and rooms sold; and blocks, books and overbooks rooms and room blocks; using independent judgement within established parameters
- Determines appropriate billing methods, establishes guest accounts, verifies pick-up and charge-routing, and enters data into hotel accounting system
- Processes travel agent reports and commissions
- Prepares, prints, reviews, interprets and verifies the accuracy of "expected arrivals", reservation and related hotel reports and information
- Maintains reservation and related files
- Updates price lists, room availability lists and related information as scheduled or directed
- Reconciles and processes payments and financial and operational information between multiple on-line and/or hard copy information systems
- Inform appropriate hotel staff of oversold and overblocked dates, special events, and other information needed to provide optimal hotel customer services
- Assists with training and orientation of student and regular staff
- Conducts phone surveys, reviews written materials and performs other information searches as assigned in order to gather and utilize information about competition and market conditions
- Perform the duties of front desk, other hotel staff, and related clerical responsibilities as directed or necessary
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Reservation Agent Resume Examples & Samples
- Responsible for accepting reservations and the subsequent input in the computer system and must work closely with all Front Office and Sales & Marketing personnel, and in particular, Sales & Marketing, providing lead advice and constant "feedback" concerning both inquiries and firm reservations
- Responsible for ensuring that each new travel agent utilizing the hotel must have all relevant information recorded on a New Travel Agent Master Form and passed to Finance Department or Reservation Manager for approval
- To ensure that all telephone inquiries are provided with concise information concerning the services and facilities provided by the hotel
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Wholesale Reservation Agent Resume Examples & Samples
- Providing excellent customer service and accurate information on all aspects of properties, activities, and amenities to wholesalerss
- Must be customer-focused
- Able to work a flexible schedule, and has excellent verbal communication skills - required
- Familiarity with any or all of Vail Resorts mountains in CO and UT - preferred
- LMS software experience - preferred
- Enthusiastic attitude of the travel industry is a plus
- Spanish speaking a plus, but not required
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Reservation Agent Resume Examples & Samples
- Computer literate: Strong proficiency in MS Office (Outlook, Word, Excel, Power Point. Adaptable to learning new and customized software programs
- Warm, personable and energetic demeanor with professional and pleasant phone manner
- Comfortable interfacing with a diverse group of individuals
- Exceptional oral and written communication skills in English
- Adept at managing fast paced environment and putting people at ease Proficiency in oral and written communication skills in English
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Reservation Agent Resume Examples & Samples
- Miraval Advisors must be fully versed in and experienced with the principles of effective selling
- They must be able to describe our offerings in an enticing, accurate and descriptive manner
- The Advisor will process guest bookings for room accommodations, spa appointments and one-on-one consultations, as well as handle other diverse and sometimes complicated special arrangements via email and on the phone
- Miraval Advisors will cultivate a positive rapport with guests who call to inquire about Miraval’s services and activities
- They must possess the skill of identifying sales opportunities through gaining insight into each guests’ specific intention for their visit to Miraval. They will consult with callers to design a comprehensive package exclusively for them
- Miraval Advisors are expected to generate a high volume of revenue. They MUST BE AN ASSUMPTIVE CLOSER, with an intuitive ability to make suggestions and direct the conversation at all times
- Miraval Advisors must be able to effectively tailor the value of Miraval’s offerings to meet the specific wants, interests, and needs of each caller and to effectively reinforce for them that a Miraval getaway is the right fit for them
- Qualified candidates must be personable, articulate, well-spoken and persuasive. They must be extremely computer savvy as well as creative, resourceful, dependable
- Must be able to work extremely well both independently and as part of an effective team and must be able to take direction responsibly, with the capacity to make solid decisions and must demonstrate exceptional professional judgment at all times
- Prioritize tasks and handle multiple duties simultaneously while remaining highly organized with attention to detail and consistent follow-up
- Respond timely to requests for information and assistance from guests, agents and other resort employees by using good judgement when independent decisions are required
- Must understand the basic principles of selling, processing reservation requests, and telephone customer service
- Must be familiar with the operation of property management software, email, routine database activity, graphics, and Microsoft applications such as Word, Excel, and Windows
- Know how to operate printers and other front office equipment
- Must be able to prioritize tasks and handle multiple tasks simultaneously
- Minimum of 2 years of high-end sales and customer service experiences preferably in a call center, sales/customers service and/or hospitality environment
- Advanced technology proficiency with thorough working knowledge of GDS, reservations software and booking systems (Visual One preferred)
- Exceptional verbal and written communication skills with ability to skillfully articulate resort information to guests and new agents
- Previous experience in development and delivery of training information
- Exceptional time management, detail and organizational skills
- Must be a strong compassionate leader with a self-sacrificing personality
- Professional demeanor with exceptional verbal, written and electronic communication skills
- Must be completely flexible and be able to work weekdays, weekends, mid shifts, nights and holidays
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Reservation Agent Resume Examples & Samples
- Excellent selling skills and understanding of sales processes; can bring a sale to closure quickly at a high return rate
- Knowledge of basic revenue management and need time strategies
- Ability to influence others to up sell products and services with excellent negotiation skills
- Strong communication skills (verbal, listening, writing) – possesses confident telephone skills and etiquette
- Ability to use reservations software
- Ability to accurately input and access data
- Must be able to prioritize, organize and follow-up in a timely manner
- Must be able to work cohesively with other departments, co-workers as part of a synergistic team
- Ability to work a varied schedule including, days, nights, weekends, and holidays
