Reservations agent Jobs in Thornton, CO

Reports To : Guest Services Manager; position is non-exempt Accepting applications through August 22nd, 2024 or until filled WHO YOU ARE You are a perfectionist by nature and know that anything worth doing is worth doing well. You are someone who doesn’t settle for ordinary, and have an aversion to blasé service, knowing that effort and spontaneity are the alchemy for the extraordinary. You are genuine, yet polished, and aren’t afraid to venture outside of the norm and do things differently. You obsess over the details (the Science) and presentation (the Art), striving to create an experience that surprises and inspires. You relish the opportunity to be part of the distinctive soul of a unique hotel, where your creativity and passion are appreciated, supported, and expected. WHAT YOU WILL DO

• Demonstrate passion and genuine care for all aspects of a guest’s experience, handling all interactions with the highest level of hospitality and professionalism, understanding that the hotel guest is your guest
• Own all aspects of a guest’s experience from beginning to end by ensuring accurate and thorough reservation details, an inviting arrival, recommendation of local experiences, and a seamless departure, ascertaining satisfaction throughout and adjusting as necessary
• Accommodate special requests whenever possible, even if it requires breaking protocol for the benefit of the guest, as our service style and standards are a guide to help you use sound judgment
• Serve as the tour guide for all hotel experiences a guest may encounter, following your intuition to uncover each guest’s likes or dislikes enabling you to add a personalized touch that creates a special memory
• Demonstrate mastery of the hotel’s systems to ensure accurate information is input, updated, and utilized to respond through a variety of guest communication channels, from pre-arrival to post-departure
• You are fanatical about the details of each guest, ensuring that all requests are delivered, and no aspects are overlooked to deliver a seamless experience
• Always prioritize the guest’s satisfaction, adjusting your actions and behaviors to support what the guest needs at any given moment. You adjust easily and do not hesitate to wear a variety of hats to support the experience, acting as bellman, valet, or greeter as the situation demands
• Display professionalism and discretion throughout all guest interactions, maintaining a consistently calm and engaging presence
• Demonstrate expert knowledge of the position’s service standards, procedures, and practices, utilizing this knowledge to independently remedy guest concerns and proactively suggest recommendations to the Guest Service Manager to improve upon the services offered to our guests
• Collaborate effectively with co-workers and other departments to ensure guest needs are met. You work cooperatively with others, mending relationships if disagreements arise, and are responsive to feedback
• Seize any opportunity to go beyond the expectations of the position to assist with a guest’s needs, help a co-worker, cross-train in another department, or fulfill a reasonable request by a manager
• Utilize and ensures proper working condition of the telephone switchboard, the hotel computer systems (e.g. property management, paging and radio systems), high-speed Internet system and facsimile machines
• Monitor and respond to hotel fire control panel and emergency and safety situations in an efficient and professional manner
• Accept and deliver wake-up calls, messages and facsimiles in a timely manner
• Acquire sales from in-coming reservation calls and coordinates details of each reservation. Completes internal reservation forms
• Answer General Reservations e-mail, retrieve and distribute mail
• Inform manager of any special attention guests or VIPs and ensure accurate information, obtaining arrival times, etc.
• Contact guests or travel planners to clarify any discrepancies in the preferences or requests before arrival
• Keep an eye on same-day reservations, addressing any reoccurring issues

WHAT YOU WILL NEED

Pay Range : $19 - $20 per hour, based on experience