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Reservations Agent

Company: Hilton Grand Vacations
Location: Las Vegas
Posted on: April 10, 2021

Job Description:

Job DescriptionResponsible for booking Conventions/Groups and Wholesale Reservations for all properties while delivering high levels of excellence in customer service, productivity, efficiency and profitability established for the department. Commitment and dedication to our Spirit of Service culture is an encouraged behavior to be displayed towards our guests and team members at all times.Books wholesale reservations and input Groups and Convention rooming lists for all properties.Answer phone calls in a cordial and professional manner. Assist guests with new reservations, modifications, and cancellations.Handle OTA reservations, maintain responses in Extranet, and respond to OTA emails in a timely mannerWorks closely with Accounting and coordinates charges & refunds respectively & research discrepancies for Business Management and Wholesale ManagerBooks specialty reservations and extended stays for Local Negotiated and Corporate Negotiated guestsAssist Front Desk with reservations and inquiriesAssist Reservations Manager with credit card declines for all future dates by attempt to charge credit cards in Voice, update extranet for each guest requesting new credit card, cancel non-deposited reservationsAssist with Guest Assistance cases and respond in required timeAssist Sales and Meetings and Conventions Managers with reservation requests and rooming lists.Maintains accurate records and documentation for all reservations.Research questions from Front Desk and Business Management related to guest disputes.Assist Revenue Manager and Senior Revenue Manager in identifying potential stop sell dates for Wholesale reservation.Assist in clearing waitlists at all properties.Performs other tasks and special projects as requested by Revenue Manager andReservations Manager.SUPPORTIVE FUNCTIONSIn addition to performance of essential functions, this position may be required to perform a combination of the following encouraging functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.Physical requirements:List the physical requirements for standard performance of this job. Include only those physical requirements which are either very meaningful or crucial to the performance and required on a regular basis. This includes, but should not be limited to, physical activities such as lifting, pushing, pulling, climbing, walking, hearing, driving, sight, travel, etc.Other dutiesAssimilate into the Hilton Grand Vacation Company culture through understanding, supporting and participating in all elements of Commitment to Excellence. Demonstrate solid understanding of the service standards.Regular attendance in conformance with the standards, which may be established by Hilton Grand Vacations Company from time to time, is crucial to the successful in this position.SAFETY REQUIREMENTSOSHA laws require the use Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety:OtherTeam members will be trained in the accurate use and care of assigned PPE. The property provides the required PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit accurately, to your Manager.Organizational relationshipsPositions directly reporting to this position (titles): (this may vary based upon the size of the location)Specific job knowledge, skill and abilityThe individual should possess the following knowledge, skills and abilities to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

  • Proficiency in reservation and data entry and operation of office equipment.
  • Ability to multi-task by booking reservations, investigating various reservation systems while delivering superior customer service to guests on the phone
  • Knowledge of internet systems
  • Some skill level in Excel and Word.
  • Ability to work a flexible schedule.
  • Ability to learn and accurately, prioritize duties in a high volume reservations department and work independently with minimal supervison after the initial training period.
  • Demonstrates perfection in service quality standards delivering outstanding hospitality to guests of the resort; meeting their needs and ensuring proper standards of conduct and efficiency are followed.
  • Excellent English language communication skills in order to communicate both verbally and in writing with guests, and owners.
  • Willing to work under pressure and be able to adapt to changing enviroment.QualificationsQualification standardsEDUCATION (check what applies)High School graduate or equivalent preferredHigh School graduate or equivalent requiredAt least 2 year college (associate) degree preferred4 year college degree preferred4 year college degree required; Advanced degree preferredMasters or MBA requiredOther Bachelors in Business, Accounting/Finance or related fieldsExperience
    • 1-2 years experience in the hospitality industry and phone sales required.
    • Computer experience required with knowledge of Outlook, Word and Excel.
    • Knowledge of Voice and GEM systems preferred.Licenses or certificates
      • None requiredGroomingAll team members must maintain a neat, clean and well-groomed appearance and positive attitude(specific standards available).We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Keywords: Hilton Grand Vacations, Las Vegas , Reservations Agent, Sales , Las Vegas, Nevada

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