Job summary
Shinola Hotel is seeking a Reservation Agent to create timeless memories and quality experiences for guests and associates alike.The world's first Shinola Hotel is Detroit's new living room.Born in Detroit, the Shinola team has an unwavering commitment to build upon the city's history and create thoughtfully designed spaces and experiences.
Job seniority: entry level
Responsibilities
• Responds in a professional and courteous manner to telephone inquiries regarding reservations and hotel information by providing accurate and timely information and service.• Use selling techniques to make reservations that support the properties selling strategies.• Maximizes yield opportunities and meets revenue goals, as established by leadership.• Responds to telephone inquiries and reservation requests by explaining product, amenities and service options in order to sell rooms.• Gathers needed information from customer in order to confirm reservation.• Negotiates rates and upsells rooms in order to increase occupancy and maximize revenues.• Promotes the hotel and its services in order to capture customers and increase revenues.• Operates reservations system by entering and accessing data in order to provide callers with accurate information.• Provides accurate and up-to-date manual and computerized reports on daily and monthly room reservation information in order to assist management with forecasting, tracking and staffing.• Inputs group and tour reservations as they are received from the sales department in order to best utilize hotel facility and maximize revenues.
Requirements
• High school diploma or equivalent.• Must have basic customer service skills and PC operation.• Must be extremely adept communicator and fluent in oral and written English.• Must have ability to detect and trace computer and manual errors when reviewing reservations data for report preparation.• Must be able to use tact and understanding when dealing with demanding customers.• Must be able to memorize facts and figures.• Must be organized and display patience when handling more than one call at a time.• Must be friendly, enthusiastic and helpful.• Must have ability to read small details on computer screen, detailed computer printouts and written communications.• Must be able to use computer key board and handle written material.• Must have ability to communicate and to follow written or verbal instruction.
