Reservations Agent Job – Sunny Isles Beach, FL

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Why You'll Love This Job

The Reservation Sales Agent is responsible for providing a professional, yet personal and efficient reservation experience for each guest. Process all advance deposits, cancellation penalties according to The Marenas’ standards, in addition, he / she is always expected to complete daily checklists and practice aggressive hospitality and courtesy.

Responsibilities

  • Exemplifies commitment to The Marenas’ mission of Total Guest Satisfaction
  • Consistently offer professional, friendly, and warm hospitality to all guests and employees.
  • Manage all reservations in a timely and accurate manner.
  • Answer all telephone calls promptly and efficiently; takes reservations; response to guests' requests; upsells when appropriate
  • Strong sales abilities
  • Superior phone etiquette, record keeping, and follow-up skills.
  • Maintain database of guest preferences, habits, and special occasions.
  • Liaise with key departments to ensure optimal performance.
  • Complete projects in a timely manner as required by the Reservation Manager, Manager of Revenue, Sales, and Executive Team Members.
  • Develop strong team spirit amongst co-workers and related departments.
  • Be able to endure excessive typing.
  • Be able to participate proficiently in functions outside one's department when called upon.
  • Maintain detailed knowledge of all aspects of the hotel and rooms 
  • Maintain knowledge of all Miami events, especially as they would pertain to hotel guests
  • Assists in analyzing consumer purchasing patterns including conversion rates, the origination of inquiries, and the purpose of the hotel visit
  • Attends daily briefings, meetings, and training as required
  • Reports to work at the scheduled time, neatly groomed
  • Reputation for handling situations and confidential information discretely, projecting a positive, professional, and supportive outward image, and exercising good judgment for the position

Skills & Qualifications

  • Must be able to handle a multitude of tasks in an intense, ever-changing environment and prioritize job duties.
  • Detailed-oriented and analytical mindset an asset.
  • Professional manners, outgoing personality, and ability to work on own initiative a must.
  • Strong knowledge of hospitality standards
  • Good computer skills in PMS, email, web browsing, and scheduling software
  • Good typing skills (45 wpm or better)
  • Ability to focus on details
  • Ability to handle a fast-paced environment
  • Ability to work a flexible schedule including holidays and weekends
  • Compliance with attendance guidelines outlined in The Marenas Employee Handbook
  • Fluent in English & Spanish, additional languages a plus
  • Past hospitality Reservations, Front Office, or Sales experience is an asset.
  • Working knowledge SMS system is a plus
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