Acqualina Management, LLC

WE PREPARE, INSPIRE, EMPOWER, ENTRUST IN YOU! JOIN OUR DREAM MAKER CULTURE ©

We are committed to invest in our people to develop a happy and prosperous future. We support you every step of the way in your career journey and offer benefits and unique learning and development opportunities that include:

Competitive Wages • Medical, Dental, Vision Insurance • Life Insurance • 401K Program • Paid Holidays and Vacation • Outstanding Recognition and Awards Program • Effective Training Programs • Tuition Reimbursement • Complimentary Parking and Meals in Dedicated Employee Restaurant • Preferred Pricing on Food and Beverage, Spa Treatments and Retail Purchases • Management Programs to Progress on Your Career Journey • Health and Wellness Fairs

JOB OVERVIEW:

Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information.

REPORTS TO: Reservations Manager.

WORK ENVIRONMENT:

Reservations Department.

KEY RELATIONSHIPS:

Internal:                    Staff in Reservations, Front Desk, PBX, Sales & Catering; Housekeeping Engineering, Food & Beverage, Resort Assistant Managers, and Executive Offices.

External:                   Resort guests/visitors, Corporate Reservations Center personnel, Travel and Tour Company representatives, other Resorts.

 QUALIFICATIONS

Essential:

• High school graduate or equivalent vocational training certificate.
• Compute basic arithmetic.
• Fluency in English both verbally and non-verbally.
• Provide legible communication and directions.
• Ability to:
• prioritize and organize.
• be a clear thinker, remaining calm and resolving problems using good judgment.
• follow directions thoroughly.
• understand guest’s service needs.
• work cohesively with co-workers as part of a team.
• work with minimal supervision.
• maintain confidentiality of guest information and pertinent Resort data.

Desirable:

• Some college or training in the Hospitality Industry.
• Previous experience as a Reservation Agent.
• Fluency in a foreign language, preferably Spanish.
• Ability to suggestively sell.
• Ability to input and access information in the property management system/computers.
• Previous guest relations training
• Luxury hospitality experience and knowledge of Forbes Travel Guide standards.

PHYSICAL ABILITIES

Essential:

1. 1. Exert physical effort in transporting 30 pounds.
2. 2. Endure various physical movements throughout the work areas.
3. 3. Reach 12 inches.
4. 4. Remain in stationary position for 8 hours throughout work shift.
5. 5. Satisfactorily communicate with guests, management and co-workers to their understanding.

ESSENTIAL JOB FUNCTIONS 

• 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:

• All Resort facilities/services, hours of operation.
• All guest room layouts, bed types, decor, appointments and locations.
• Room availability for any given day.
• Restricted dates, rates and room types.
• All room rates, packages and promotions.
• Specific arrangements between Resort and travel agencies, corporate reservations center.
• Entertainment/special events scheduled in the Resort.

• Access all functions of the computer system.
• Set up work station with necessary supplies and resource materials.
• Answer telephone calls within 3 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 Resort; input and document such requests.
• Set up proper billing accounts (i.e., sharewiths, 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.
• To participate in our commitment to sustainability you are to engage in eco-conscious initiatives, and lead by example, contributing to our mission of fostering a greener future as we embrace the perspective that at Acqualina, we are not just a team; we are stewards of the environment and champions of sustainability.

SECONDARY JOB FUNCTIONS

• Contact area Resorts for availability and rates.
• Assist PBX and Front Desk as assigned.
• Document maintenance needs on work orders and submit to Manager.