Reservations Agent

The Warwick Hotel Rittenhouse Square, Philadelphia, PA

Posted July 14, 2017

RESERVATIONS AGENT                                                                                                         

DEPARTMENT: Reservations

REPORTS TO: Reservations Manager

STATUS: Non-exempt

JOB SUMMARY

The Reservations Agent is responsible for handling reservations in a friendly and efficient manner, and quoting available rates to maximize room revenue and average rate according to Aimbridge Hospitality standards. 

QUALIFICATION STANDARDS

Education & Experience:

  • College course work in related field helpful.
  • Experience in a hotel or a related field required.
  • High School diploma or equivalent required.

Physical requirements:

  • Flexible hours required and long hours sometimes required.
  • Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Mental requirements:

  • Must be able to convey information and ideas clearly.
  • Must be able to evaluate and select among alternative courses of action quickly and accurately.
  • Must work well in stressful, high pressure situations.
  • Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
  • Must be able to work with and understand financial information and data, and basic arithmetic functions.
  • Must maintain composure and objectivity while under pressure.

 

DUTIES & FUNCTIONS

Essential:

  • Approach all encounters with guests and employees in a friendly, service oriented manner.
  • Maintain regular attendance in compliance with Aimbridge Hospitality standards, as required by scheduling which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and name tag when working (per brand standards)
  • Comply at all times with Aimbridge Hospitality standards and regulations to encourage safe and efficient hotel operations.
  • Maintain a warm and friendly demeanor at all times.
  • Answer all incoming calls promptly, in a friendly, efficient and courteous manner.
  • Be able to answer guest inquiries about hotel services, facilities and hours of operation.
  • Book room reservations while focusing on maximizing room revenue and average rate using standard company rate quoting scenario at all times.
  • Continually update Central Reservations on rates and availability, maintain availability calendar and communicate all relevant information to the operations staff.
  • Maintain accurate files and reports.
  • Handle all special reservations, to include V.I.P. reservations, packages and discounts.
  • Promptly, efficiently and accurately, book and block rooms using Aimbridge Hospitality guidelines for Group Rooming Lists and Booking Agreements.
  • Employees must, at all times, be friendly, helpful and courteous to guests, managers and all their fellow employees. 
  • Monitor daily sales activity and alert Reservations Manager of sold out nights, group ceiling status, and possible problem situations.

Marginal:

  • Perform any other duties as requested by management.
  • Attend meetings as required by management.
  • Be able to perform all duties of Guest Services Agent and assist as needed at front desk.

The Warwick Hotel Rittenhouse Square

220 South 17th Street

Philadelphia, PA 19103

Telephone (215) 735-6000

Aimbridge Hospitality

Aimbridge Hospitality is one of the largest and most dynamic independent management companies in North America and the Caribbean. With an award winning portfolio of over 500 hotels and resorts with more than 70,000 guestrooms, our company operates across a full spectrum of property types in addition to independent luxury, boutique, and lifestyle hotels. Our highly resourced company offers an unrivaled track record of creating and maximizing asset value and holds an enviable position as an exclusive management company approved to operate all brands within the Marriott, Hilton, Hyatt, Starwood, Wyndham, and InterContinental systems as well as their respective newly launched soft brands.

Aimbridge Hospitality Culture

Aimbridge Hospitality is and will forever be a “high touch” organization. From the principals to the front line associates, the Aimbridge team is engaged in guest, partner (both investment and brand), and associate satisfaction. At Aimbridge Hospitality, we value passionate people who love to be challenged and desire the freedom to contribute to the overall success of the organization.

Having fun helps us keep perspective! If we’re happy, our guests will be happy. Our work place culture values family, work life balance and community.

Career Advancement at Aimbridge Hospitality

Aimbridge Hospitality values innovative ideas that ensure high productivity and rewards those willing to step forward and help us develop passionate team members that deliver outstanding guest service and top financial results. We want you to succeed and explore new positions in which allow you to progress your career. Our culture and programs prepare you to meet and exceed your personal goals through:

  • Every leader knowing the key to success is to always be training your team members, and to proactively encourage and provide them with opportunities for advancement.
  • Manager In Training (MIT) programs to develop performing hourly staff into management opportunities.
  • General Manager In Training (GMIT) programs to prepare performing management staff to take the keys to their first hotel.