Reservation Agent (Pre-Arrival Agent)
Company: YOTEL/YOTELPAD Miami
Location: Pembroke Pines
Posted on: May 8, 2022
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Job Description:
Department: Mission Control/Revenue Management
Reports to: Pre-Arrival Analyst/Manager
Position Overview:
The Pre-Arrival Crew Member will focus on guest services creative
problem solving in an efficient, friendly and professional manner.
The Pre-Arrival Crew will assist in assisting to assign rooms and
maximize brand awareness and revenue through intuitive customer
care. The Crew member will report to Pre-Arrival
Analyst/Manager.
Major Duties & Responsibilities:
- Field incoming calls in a professional, friendly, and efficient
manner within brand standards.
- Oversee and maintain knowledge of: Hotel features and services,
room types, room numbers, layout and design of rooms and locations
of rooms. Room rates and promotions. Daily house count and expected
arrivals/departures and Hotel availability.
- Handel all reservation calls with the goal to convert to a
confirmed booking for YOTEL/YOTEL PAD Miami.
- Respond to all emails within reservation in-boxes, customer
service emails, and incoming faxes within the appropriate length of
time (within 24hrs).
- Assist with modifying and or cancelling reservations.
- Engage with guests via the following channels, including but not
limited to; email, phone, fax, and in-person.
- Multi-task; switch from the task to task without loss of
efficiency, poise and focus.
- Enter, when applicable service requests to Alice.
- Promote, teamwork and quality service through daily
communications and coordination with other departments.
- Provide engagement and assistance with items such as rate and
cabin inquiries, cancellations, property and area related
questions, guest issues and feedback.
- Investigate billing disputes and completes necessary paperwork
for refunds, when applicable.
- Take ownership of all guest requests and follow up with
appropriate departments to ensure completion in a timely
manner.
- Be aware of what functions that are occurring daily within the
hotel and all Food & Beverage outlets.
- Knowledgeable of all Mission Control & property specific policies
and procedures
- Provide and assist guests with general services/requests and
information that enhances the YOTEL/YOTEL PAD Miami guest
experience.
- Handle in-house PBX calls and communicate to the appropriate
departments for assistance and follow-up.
- Daily review of arrivals ensuring all special requests are met
and specialty rooms, bed size and views are blocked for all group
blocks.
- Assist YOTEL/YOTEL PAD Miami Rental program members and their
families (Owner Relations) enjoy the personal service of our
property as needed.
- Support all other departments in guest service-related inquiries
and/ or disputes.
- Manage and complete special projects as needed.
- Flexible schedule allowing for the ability to work shifts that
includes mornings, evenings, holidays, and weekends.
Keywords: YOTEL/YOTELPAD Miami, Pembroke Pines , Reservation Agent (Pre-Arrival Agent), Hospitality & Tourism , Pembroke Pines, Florida
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