Job Description

Summary

Purpose:  Reservations Agent's responsibilities include managing external phone calls, booking hotel reservations using selling techniques, responding to all reservation inquiries, and office administration.

Position Overview:  Handle all telephone inquiries and reservations accurately and efficiently by answering the telephones courteously, promptly, and professionally while promoting hotel services and ensuring maximum room revenues.

We offer excellent benefits:

· 12 free room nights (after 90 days of service), Discounted and Friends & Family Room Rates upon hire

· Medical, Prescription, Dental and Vision Insurance after 30 days of employment

· 401K with company match

· Paid Vacation, sick days, new child leave and personal day

· Paid Family Bonding Time (8 weeks, primary caregiver; 2 weeks, supportive caregiver) and Adoption Assistance

· Tuition Reimbursement

·50% discount in Crossroads

· 40% discount in gift shop (exception: jewelry, UNC items, alcohol)

· Employee Stock Purchase Plan

·Discounts at various retailers – Apple, AT&T, Verizon, Headspace and many more

Hyatt is an Equal Opportunity Employer-M/F/Veteran/Disability/Sexual Orientation/Gender Identity

This is an on-site in Chapel Hill, NC, the remote work is not currently available. 

Qualifications

Key Responsibilities:

• Answering incoming external and internal phone calls in a friendly and efficient manner
• Perform daily monitoring of reservations, ensuring timely and accurate blocking of rooms based on guest bookings, cancellations, and modifications.
• Maintain knowledge of room rates, packages, and discounts that are available for the hotel via its website and all third parties.
• Entering in guest reservations from third-party websites and organizing/filing all reservations back-up.
• Provide guests with adequate information concerning the hotel and its services.
• Responsible for processing all incoming reservations via phone, email, fax, or through interdepartmental correspondence.
• Process any special guest requests and ensure guest reservations are updated accordingly.
• Maintains potential and current guest profile information.
• Follows up with any guest-related questions or issues to assure guest satisfaction.
• Strong ability to multi-task when needed as well as efficiency in the operating of multiple computer programs at a given time.
• Maintains a professional appearance and cordial attitude to all guests, employees, and staff members of the hotel at all times.
• Strong dialog with Front Office and Sales departments to ensure guest requests and needs are met and communicated in a timely manner.
• Process any special billing requests.
• Protect the privacy of our guests and colleagues at all times.

Qualifications:

• Must be able to communicate proficiently in the English language, both written and verbally.
• Prior hotel experience preferred.
• Opera PMS experience is strongly preferred.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Must have a professional telephone manner.
• To maintain a good rapport and working relationship with all staff.
• Must be able to work seated at least 8 hours per day.
• Must be able to speak and hear clearly to communicate with others by phone and in person.

This is an on-property hourly position with a start rate of $18/hr based on experience. Schedule is typically Monday through Friday 10:00 am - 6:00 pm but may require occasional nights and weekends based on business demands.

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