Job Description

Summary

Purpose:  Reservations Agent's responsibilities include managing external phone calls, booking hotel reservations using selling techniques, responding to all reservation inquiries, and office administration.

Position Overview:  Handle all telephone inquiries and reservations accurately and efficiently by answering the telephones courteously, promptly, and professionally while promoting hotel services and ensuring maximum room revenues.

We offer excellent benefits:

· 12 free room nights (after 90 days of service), Discounted and Friends & Family Room Rates upon hire

· Medical, Prescription, Dental and Vision Insurance after 30 days of employment

· 401K with company match

· Paid Vacation, sick days, new child leave and personal day

· Paid Family Bonding Time (8 weeks, primary caregiver; 2 weeks, supportive caregiver) and Adoption Assistance

· Tuition Reimbursement

·50% discount in Crossroads

· 40% discount in gift shop (exception: jewelry, UNC items, alcohol)

· Employee Stock Purchase Plan

·Discounts at various retailers – Apple, AT&T, Verizon, Headspace and many more

All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

This is an on-site in Chapel Hill, NC, the remote work is not currently available. 

Qualifications

Key Responsibilities:

• Answering incoming external and internal phone calls in a friendly and efficient manner
• Perform daily monitoring of reservations, ensuring timely and accurate blocking of rooms based on guest bookings, cancellations, and modifications.
• Maintain knowledge of room rates, packages, and discounts that are available for the hotel via its website and all third parties.
• Entering in guest reservations from third-party websites and organizing/filing all reservations back-up.
• Provide guests with adequate information concerning the hotel and its services.
• Responsible for processing all incoming reservations via phone, email, fax, or through interdepartmental correspondence.
• Process any special guest requests and ensure guest reservations are updated accordingly.
• Maintains potential and current guest profile information.
• Follows up with any guest-related questions or issues to assure guest satisfaction.
• Strong ability to multi-task when needed as well as efficiency in the operating of multiple computer programs at a given time.
• Maintains a professional appearance and cordial attitude to all guests, employees, and staff members of the hotel at all times.
• Strong dialog with Front Office and Sales departments to ensure guest requests and needs are met and communicated in a timely manner.
• Process any special billing requests.
• Protect the privacy of our guests and colleagues at all times.

Qualifications:

• Must be able to communicate proficiently in the English language, both written and verbally.
• Prior hotel experience preferred.
• Opera PMS experience is strongly preferred.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Must have a professional telephone manner.
• To maintain a good rapport and working relationship with all staff.
• Must be able to work seated at least 8 hours per day.
• Must be able to speak and hear clearly to communicate with others by phone and in person.

This is an on-property hourly position with a start rate of $18/hr based on experience. Schedule is typically Monday through Friday 10:00 am - 6:00 pm but may require occasional nights and weekends based on business demands.

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