Job description

JOB DESCRIPTION

Position Details

Position Title: Reservations Agent

Department: Reservations

Reports To: Reservation Supervisor, Reservation Manager, & Director of Front Office

POSITION PURPOSE

Position requires clerk to answer reservations inquiries in a friendly and courteous manner to secure and process reservations. In addition, calls must be answered in a timely manner with high standards of quality.

Primary responsibility is to process reservations for individual, FIT and Corporate Reservations.

EXAMPLE OF DUTIES

ESSENTIAL FUNCTIONS

Avg. % of Time

40%

• Answer telephone inquiries and be able to retrieve and respond to email correspondence. Greet prospective clients in a friendly manner using clear, verbal English communication. Listen to callers and read written inquiries carefully to understand inquires and requests. Promptly provide accurate information regarding availability, accommodation types, rates, cancel and deposit policies. Promote hotel marketing programs (offer hotel specials and promotions and conditions of programs).

40%

• Enter, change, cancel individual reservations in our Property Management System (SIHOT, Passkey, or similar systems) in accordance with existing booking procedures. Maintain reservations records in chronological files, accept and process FIT and corporate reservations.

15%

• Able to utilize Microsoft Office programs such Outlook, Excel, and Word to accomplish the above duties. Able to operate our multi-functional document machine to send and receive fax transmissions and make copies as required. Initiate reports and retrieve printed forms from a computer printer. Be able to process credit card transactions.

5%

• Be able to perform other duties as assigned by management.

SUPPORTIVE FUNCTIONS

• Requires sitting for long periods of time in a confined space and in close proximity to other employees to continuously perform essential functions.
• Requires efficient writing and typing skills.

OTHER

• Regular attendance in conformance with the standards which have been established by the hotel from time to time is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action procedures up to and including termination of employments.
• Due to the cyclical nature of the hospitality industry, employees may be required to workvarying schedules to reflect the business needs of the hotel.
• Upon employment, all employees are required to fully comply with the hotel rules and regulations for the safe efficient operation of the hotel facilities. Employees who violate hotel rules and regulations are subject to disciplinary action up to and including termination of employment.

SPECIFIC JOB KNOWLEDGE AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job.

• Ability to communicate with internal and external customers. Have high levels of patience, tact and diplomacy.
• Ability to listen effectively to callers requests and speak English clearly to communicate answers.
• Ability to access, read and accurately input information using hotel’s various computer systems.
• Ability to establish and maintain effective working relationships with employees, customers and patrons.
• Ability to sit for extended periods of time.
• Ability to follow written and verbal instructions in English.
• Ability to type 35 WPM on a computer keyboard.

QUALIFICATIONS & STANDARDS

EXPERIENCE

• No prior experience required.
• Prior communications, reservations, hospitality and/or computer experience preferred.

EDUCATION

• Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledges skills and abilities.
• High School diploma preferred.

LICENSES OR CERTIFICATES

• Not Applicable

GROOMING

• All employees must maintain a neat, clean and well-groomed appearance (specific standards available).

Recruitment information and inquiries: Zachariah Rivera - Talent and Culture Manager, Human Resources at 808-944-4390.

Job Type: Full-time

Pay: $23.19 - $28.99 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Honolulu, HI 96814: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person

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