New Orleans Hospitality Jobs

Ad Number:
166291

Summary A Reservationist answers fifty (50 plus) 50+ telephone calls per day and establishes a professional, courteous rapport with guests while following all standards required and proper telephone etiquette, responds to communications from guests, travel agents and referral networks concerning reservations arriving by mail, telephone, email, fax or through a central reservation system, creates and maintains reservation and promptly processes any cancellations and modifications, able to work in a fast-paced environment and multi-task. Essential Functions To perform the Reservationist position successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Essential Duties and Responsibilities • Process reservations by mail, telephone, telex, cable, fax, or central reservation systems referral • Process group and transient reservations directly from our website and from online travel agents • Professionally answer all incoming calls • Knowledge of all room types, their locations, and room lay-out • Monitor room type availability for future dates to prevent over selling • Open and close the availability in all GDS channels, IDS channels, and on the hotel’s website, when necessary • Know the selling strategies, rates, and all plan benefits • Know the credit policy of the hotel and how to code each reservation • Understand the hotel’s policy on guaranteed reservations • Knowledge of billing practices and policies related to all methods of payment (direct bill, credit card, advance payment, etc… • Process advanced deposits and post cancellation and no-show revenue • Send electronic correspondence for both pre and post guest arrivals • Professionally answer all guest inquires within 24 hours • Knowledgeable of Front Office procedures and assist reception agents, when necessary • Process reservation modifications and promptly communicate information with the Front Office • Ensure that all files are kept up to date • Maintain a clean and neat appearance and work area at all times • Promote goodwill by being courteous, friendly, and helpful to all guest and associates • Fully aware of and adhere to health and safety procedures • Willingly undertake any reasonable request made by hotel management • Complete any additional duties as assign Competency To perform the Reservationist position successfully, an individual should demonstrate the following competencies: • Customer Service - Manage difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments • Technical Skills - Assess own strengths and weaknesses; pursue training and development opportunities; strive to continuously build knowledge and skills; share expertise with others • Problem Solving – Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem solving situations; use reason even when dealing with emotional topics • Interpersonal - Focus on solving conflict, not blaming; maintain confidentiality; listen to others without interrupting; keep emotions under control; remain open to the ideas of others and try new things • Oral Communication - Speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrate group presentation skills; participate in meetings • Team Work - Balance team and individual responsibilities; exhibit objectivity and openness to the views of others; give and welcome feedback; contribute to building a positive team spirit; put success of team above own interests; ability to build morale and group commitments to goals and objectives; support team’s efforts to succeed; recognize accomplishments of other team members • Written Communication - Write clearly and informatively; edit and proof work for spelling and grammatical errors; vary writing style to meet needs; present numerical data effectively; ability to read and interpret written information • Change Management - Develop workable implementation plans; communicate changes effectively; build commitment and overcomes resistance; prepare and support those affected by change; monitor transition and evaluate results • Leadership - Exhibit confidence in self and others; inspire and motivate others to perform well; effectively influence actions and opinions of others; inspire respect and trust; accept feedback from others; provide vision and inspiration to peers and subordinates; give appropriate recognition to others; display passion and optimism; mobilize others to fulfill the vision • Diversity - Demonstrate knowledge of EEO policy; show respect and sensitivity for cultural differences; educate others on the value of diversity; promote a harassment-free environment; build a diverse workforce • Ethics - Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; uphold hotel’s values • Organizational Support - Follow policies and procedures; complete administrative tasks correctly and on time; support hotel’s goals and values; benefit hotel through outside activities; respect diversity • Strategic Thinking - Develop strategies to achieve hotel’s goals; understand hotel’s strengths & weaknesses; analyze market and competition; identify external threats and opportunities; adapt strategy to changing conditions • Adaptability - Adapt to changes in the work environment; manage competing demands; change approach or method to best fit the situation; ability to deal with frequent changes, delays or unexpected events • Attendance and Punctuality - Consistently arrive at work on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time • Dependability - Follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals; complete tasks on time or notify appropriate person with an alternate plan • Initiative - Volunteer readily; undertake self-development activities; seek increased responsibilities; take independent actions and calculated risks; look for and takes advantage of opportunities; ask for and offer help when needed • Innovation - Display original thinking and creativity; meet challenges with resourcefulness; generate suggestions for improving work; develop innovative approaches and ideas; present ideas and information in a manner that gets others' attention • Judgment - Display willingness to make decisions; exhibit sound and accurate judgment; support and explains reasoning for decisions; include appropriate people in decision-making process; make timely decisions • Motivation - Set and achieve challenging goals; demonstrate persistence and overcome obstacles; measure self against standard of excellence; take calculated risks to accomplish goals • Planning and Organizing - Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks; develop realistic action plans • Professionalism - Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments • Quality - Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality • Quantity - Meet productivity standards; complete work in timely manner; strive to increase productivity; work quickly • Safety and Security - Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly Qualifications The requirements listed below are representative of the knowledge, skills and abilities required for an individual to successfully perform the duties and responsibilities of the Reservationist position: Language Ability • Effectively interact and communicate in English with people from diverse backgrounds • Read and write routine reports and correspondence • Speak effectively before groups of customers or associates of the hotel Math Ability • Add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals • Compute rate, ratio and percent • Draw and interpret bar graphs Reasoning Ability • Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists • Interpret a variety of instructions furnished in written, oral, diagram or schedule form Computer Skills • Word processing and spreadsheet software • Payroll systems • Internet software • Opera database software • Contact Management systems • Utilize Microsoft Excel to create spreadsheets Work Environment • The noise level in the work environment is usually moderate • The position is located in an office setting where the temperature settings are controlled Physical Demands • Regularly sit and talk or hear • Frequently use hands to fingers, handle or feel • Safely navigate multiple flights of stairs Position Status and Availability • Available to work a part-time, flexible (AM or PM) shift, Monday - Sundays, including holidays Education and Experience • A high school diploma or general education degree (GED) • At least one (1) year of hospitality experience to include at least one (1) year of Front Desk experience