Reservations Agent Details

Reservations Agent

Hyatt - Los Angeles, CA

Employment Type : Full-Time

To answer telephone inquiries in a friendly and courteous manner, employ sales techniques in order to secure and process reservations for guest accommodations in a timely manner consistent with Prism’s high standards of quality. To maximize hotel room rates and occupancy using effective up selling and suggestive selling methods. In addition, to support the Shared Values of the Hotel.

Position Responsibilities and Qualifications:

Education & Experience:

High School diploma or equivalent and some customer service experience preferred.

Strong Computer skills and financial knowledge required.

Valid Driver’s License for appropriate state and MVR in good standing.

Physical Demands:

Long hours sometimes required, including nights and weekends.

Light work-Exerting up to 30 pounds of force occasionally, and /or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Ability to be on your feet throughout the entire shift.

Required Competencies

Must be able to convey information and ideas clearly, both oral and written.

Must work well in stressful, high-pressure situations.

Must be able to evaluate and select among alternative courses of action quickly and accurately.

Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.

Must be effective at listening to, understanding and clarifying concerns and issues raised by team members and guests.

Must have the ability to assimilate complex information, data, etc. from disparate sources and consider adjust or modify to meet the constraints of a particular need.

Must be able to prioritize departmental functions to meet due dates and deadlines.

Must be able to work with and understand financial information and data, and basic arithmetic function.

Responsibilities that may include any and all of the following:

• Answer the telephone and greet prospective guests in a friendly manner using clear, verbal communication. Take guest inquiries and requests for reservations. Promptly provide accurate information regarding availability, accommodation types, transportation to and from hotel, rate, etc. Promote hotel marketing programs. Assign reservations based on guest preferences and availability.
• Read, retrieve, communicate and verify information including confirmation number to caller. Input and retrieve data with routine difficulty using a computer reservation system and utilizing codes for efficiency.
• Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc. Memorize and communicate applicable deposit and guarantee policies as requested. Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out.
• Enters all Sales bookings and group contracts on a timely basis per the instructions of the Supervisor or Reservations Manager.
• Performs routine filing and required report keeping for the department.
• Regular attendance in conformance with the standards, which may be established by Prism from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

Upon employment, all employees are required to fully support with the Hotel’s Shared Values for the safe and efficient operation of hotel facilities. Employees who violate the Hotel Shared Values will be subject to disciplinary action, up to and including termination of employment

This position is at a location where Hyatt is not the employer. The employer of individuals working at this hotel may be a third-party management company that is responsible for all employment benefits and obligations at this location.