Reservation Agent (Pre-Arrival Agent)

Company: YOTEL/YOTELPAD Miami
Location: Pembroke Pines
Posted on: May 8, 2022

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