Reservations Agent-The Capital Hotel, Little Rock, Arkansas

Qualifications Essential
1.

A friendly and helpful demeanor.
2 .

Desire to learn and offer satisfactory customer service.
3.

Ability to satisfactorily communicate in English with guests, management, and co-workers to their understanding.
4.

Ability to provide legible communication.
5.

Ability to do basic arithmetic.
Desirable
1.

High school level education, graduate, or equivalent.
2.

Hotel experience.
3.

Customer service experience.
Skills Essential
1.

Ability to carry out standards, policies, and procedures.
2.

Ability to prioritize and organize work assignments.
3.

Ability to be a clear thinker in pressure situations and exercise good judgments.
4.

Ability to focus attention on details.
5.

Ability to maintain confidentiality of hotel guests and pertinent hotel information.
6.

Ability to ensure security of guest room access and hotel property.
7.

Ability to handle a multi
– line phone system.
8.

Ability to endure abundant physical movements in carrying out job duties.
Essential Duties and Responsibilities
Include the following.

Other duties may be assigned.
Maintains complete knowledge of hotel amenities and layout, local attractions, and airport transportation.
Be able to accurately give directions and information regarding the immediate and metro area.
Reads log books and memos daily.
Keeps up-to-date on in-house groups and functions.
Posts up demonstrating a readiness to help.
Follows security procedures with regard to room keys, masters, etc.
Each associate will be required to follow the rules as found in the Marriott/Concord Hospitality Associate Handbook.
Assists in pre-registration and blocking of reservations when necessary.
Have thorough knowledge of hotel credit and check cashing policies and procedures.
Handles guest check-in and check-outs in a courteous and professional manner.
Have knowledge of reservations and procedures take same day reservations.

Know the cancellation procedures and walk procedures.
Promotes guest-related programs Marriott Rewards, Comment Cards, etc..
Maintains neatness and order in the work area.
Balances all cashiering transactions consistently.
Handles multiple tasks during peak times.
Uses slow periods efficiently, stocking supplies, and cleaning, etc.
Makes no errors in paperwork, check-in functions are accurate, and registration cards are complete.
Knows selling strategy at all times.
Adheres to all credit policies.
Demonstrates thorough knowledge of emergency procedures.

– Possesses knowledge of all Front Office positions
– Front Desk, Bell stand, AYS, Concierge, and Rooms Control.
Is open to a flexible schedule.
Is expected to carry out all reasonable requests by management that the associate is capable of performing.
Offers the hotel guests the best possible service through courteous and proper phone answering procedures.
Understands various payment options and procedures of Room Service.
Ensure that all customer complaints are recorded in the Guest Response Program in a timely and professional manner.
Ensure that all guests who experience a problem receive an appropriate response, any promised compensation is delivered, and an appropriate follow-up in a timely and professional manner.
Able to use sales dialogue in selling the Room Service menu, beverage, wines, etc.
Know culinary terminology.
Know the Gold Standard Brands.
Able to use the Room Service Use records.
Take Room Service Orders as outlined in the New Hire Guide.
Have full knowledge of the Room Service POS system and its functions.
Able to operate and explain TDD operation for guests always has equipment ready to receive TTY calls.
Prepare wake-up call sheets records the guests name and room number under the requested time repeats information to the guest to ensure proper handling of wake-up.
Sets wake-up clock or input as requests come in.
Notes charges on incoming calls not received by the call accounting system post in PMS.
Handles mail and messages per outlined procedures.
Attends all scheduled department meetings.