Reservations Agent

Our mission is to provide creatively inspired hospitality that successfully achieves the best in hotel service but also delivers unforgettable experiences fueled by culture for our guests and local communities—always leaving people with surprise and delight.

We bring these promises to life by embracing and empowering a diverse collective of team members, collaborators and guests that choose to call The Standard home.

 We are anything but standard. Our DNA is unconventional, dynamic and irreverent.

Unconventional: “That's the way it is done” mentality is never the answer.
Dynamic: We give guests what they want before they know they need it
Irreverent: Play is always just important as stay. 

Duties and Responsibilities:

§  Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.

§  Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.

§  Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

§  Maintain positive guest relations at all times.

§  Resolve guest complaints, ensuring guest satisfaction.

§  Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

§  Maintain complete knowledge of:

o   All hotel facilities/services, hours of operation.

o   All guest room layouts, bed types, decor, appointments and locations.

o   Room availability for any given day.

o   Restricted dates, rates and room types.

o   All room rates, packages and promotions.

o   Specific arrangements between hotel and travel agencies, corporate reservations center.

o   Entertainment/special events scheduled in the hotel.

§  Access all functions of the computer system.

§  Set up work station with necessary supplies and resource materials.

§  Answer telephone calls within three rings, using correct salutations and telephone etiquette.

§  Process all reservation requests, changes and cancellations received by phone, fax, telex, mail, internally and through corporate reservations center or travel agencies.

§  Ascertain callers' needs through open-ended questions.

§  Describe room accommodations and all amenities.

§  Obtain all designated information to book a reservation.

§  Accommodate special requests and designate such in system.

§  Access guest history records to best service guests; maintain accurate information in guest history files.

§  Maximize rate for all reservations.

§  Promote and sell holiday and other packages to callers requesting reservations on designated dates.

§  Assist callers with dining room reservations and amenity orders.

§  Verify availability.  Suggest alternate dates for sold-out dates.

§  Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.

§  Relay accurate information on transportation arrangements from airport to hotel; input and document such requests.

§  Set up proper billing accounts (i.e., share withs, room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.

§  Verify all reservation information with caller to ensure accuracy.

§  Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message).

§  Document all information for manual reservations on designated form.

§  Input all manual reservations into the system.

§  Obtain approval from Front Desk management for same day reservations on near sell-out dates.

§  Process confirmation letters.

§  Designate and apply appropriate travel agency commissions.

§  Initiate deposit refunds for non-group reservations.

§  Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department.

§  Create individual files and group masters with designated information for each group booking received from the Sales Department.  Update changes received from Sales.

§  Set up group room blocks in the system.  Book group reservations against the room block.

§  Input group rooming lists.

§  Monitor group cut-off dates and review with Sales or group contact.

§  Review group resumes and convey all pertinent information in the system to appropriate personnel.

§  Monitor and maintain wait lists daily.

§  Process requests for mailing brochures, correspondence and package information.

§  Compile and maintain information for daily/weekly/monthly reports.

§  Review status of assignments and any follow-up action with on-coming Agent.

§  Reconcile third party commission reservations

§  Know how to use the OTA extranets

§  Run additional reporting for reservations as needed.

§  Enter knowcross hotel order for guest complaints

Standard High Line Employer, LLC (the “Company”) is an Equal Opportunity Employer. All employment decisions are to be made without regard to race, color, age, sex, gender, sexual orientation, gender identity or expression, pregnancy, religion, creed, marital status, transgender status partnership status, familial status, national origin/ancestry, alienage or citizenship status, unemployment status, mental or physical disability or medical condition, handicap, military status, veteran’s status, genetic information, status as a victim of domestic violence, status as a victim of sex offenses or stalking, employment status, or any other status protected by federal, state, or local law. We endeavor to select, place, train, and promote the best qualified individuals based upon job-related factors such as ability, work quality, suitability, experience, and potential. 


§  Contact area hotels for availability and rates.

§  Assist PBX and Front Desk as assigned.

§  Document maintenance needs on work orders and submit to Manager.

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