Reservation Agent(Call Center)

Company Background

The Standard is one of the most culturally engaged hotels in the world. Hotels with real cultural life, an inclusive spirit and true creative attitude. It is a destination layered with events and amusements that leave you with an uplifted feeling.

The Standard's irreverent and playful sensibility, combined with a careful consideration of design, detail and service, have established its reputation as a pioneer of hospitality, travel, dining, nightlife, and beyond. The Standard hotels are known for their taste-making clientele, their pioneering design, and their unrelenting un-Standard-ness.

Mission Statement

To create experience by embracing and empowering a diverse collective of team members, collaborators, and guests, who choose to call The Standard home.

Our Purpose

The tandard’s commitment is to being an anchor for each neighbourhood in which we reside as well as a platform for culture and creativity. Bringing people together in its spaces to interact with each other in genuine ways.

Our promise is to ensure that a stay is an experience and that a memory means making friends and having stories to tell.  To understand why it exists, is to understand that The Standard, is a platform for people to meet, to engage, to learn, to dine, to sleep, to dance, to hideaway, to make believe and to do so whilst being yourself and having fun doing it.

We think of ourselves as a stage, not just a hotel. Here, you can become whomever you like, even if for just a night. Here, you will meet new friends, find new challenges, eat new food, stay up late, sleep in later, and at times, never even leave the property. We are unapologetically comfortable with disrupting expectations.

It’s WHO WE ARE!

#StandardFamily

Job Title: Reservation (Call Center) Agent

Department: Revenue and Reservations

Location: Call Center

Reporting to: Director of Rooms/SIM Retail Manager

Responsible for: N/A  

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

Main Duties & Responsibilities  

• 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 hotel 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 hotel and travel agencies, corporate reservations center.
• Entertainment/special events scheduled in the hotel.
• Access all functions of the computer system.
• Set up work station with necessary supplies and resource materials.
• Answer telephone calls within three 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 hotel; input and document such requests.
• Set up proper billing accounts (i.e., share withs, 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 the status of assignments and any follow-up action with the on-coming Agent
• Reconcile third-party commission reservations
• Know how to use the OTA extranets
• Run additional reporting for reservations as needed.
• Enter knowcross hotel order for guest complaints
•  
• SECONDARY DUTIES:
• Contact area hotels for availability and rates.
• Assist PBX and Front Desk as assigned.

QUALIFICATIONS AND REQUIREMENTS:

• High school graduate or equivalent vocational training certificate.
• Compute basic arithmetic.
• Fluency in English both verbally and non-verbally.
• Provide legible communication and directions.

Desirable:

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

Compensation and Benefits

• Pay Rate $ 25.30 per hour
• Excellent and Affordable Healthcare coverage
• Life Insurance, Disability Insurance, Pet Insurance
• 401k with Company match
• 160 hours of PTO / year and Company recognized holidays
• Employee Discounts on Rooms, F&B, Retail, and The Standard Marketplace
• Employee Meals, Employee Referral Program, Commuter Discounts
• Regular fun staff events and celebrations!!!

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