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Reservations Agent

posted March 11, 2019

The Porter Hotel - Curio Collection by Hilton
Portland, OR
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Widewaters Hotels is seeking a diligent RESERVATIONS AGENT to keep The Porter Hotel - Curio Collection by Hilton packed with happy guests! This Full Time position will ensure guest expectations are exceeded, so APPLY NOW to take your career to the next level!
741761 l

About This Job

Job overview

The Reservations Agent is responsible for providing consistent excellent service to guests/clients by taking reservations over the telephone, mailed correspondence, rooming lists and in-house requests. The Reservations Agent is required to adhere to the mission and values of Widewaters Hotels, LLC.

What you will be doing

  • Answer all incoming calls in a friendly and efficient manner.
  • Answer all guest questions accurately and resolve problems in a timely manner ensuring guest satisfaction.
  • Provide guests with the requested information concerning the city, the hotel and its services.
  • Resolve guest problems and complaints following the “L.E.A.D” Widewaters Hotels process.
  • Obtain the necessary information from the guests and enter it into the PMS computer system
  • Upsell guest rooms, food & beverage outlets if applicable and seasonal hotel promotions.
  • Make restaurant, transportation, and/or entertainment reservations for guests, plus other Concierge services as requested and have thorough knowledge of hotel amenities, company, and local area & attractions.
  • Process all incoming reservations received via rooming lists, mailed or in-house correspondence, housing bureau forms, or facsimiles.
  • Mail confirmation and literature requests or reply via facsimile and administrative message when requested.
  • Communicate with other hotel departments to maintain a high level of guest satisfaction.
  • Block special request reservations and suites.
  • File daily reservations and other correspondence.
  • Answer questions concerning reservations for employees of other departments including but not limited to Sales, Convention Services and Executive Office.
  • Responds quickly to guest requests in a friendly manner. Follows up with guest to ensure satisfaction.
  • Maintain an understanding of hotel history, services, facility information, and rates and packages.
  • Thank guests with genuine appreciation at the end of each stay, and ask “Is there anything that we could have done better to make your stay more enjoyable?”
  • Register guests in Reservations/PMS and follow proper check-in, check out procedures.
  • Display “single acts of kindness” that go above and beyond for our guests to help achievepositive guest scores and ratings.
  • Process mail, messages, faxes and packages.
  • Accepts payment for guest accounts including third party, advance purchase reservations, and during time of registration at check- in/check-out.
  • Complete tasks on daily checklist and have knowledge of groups and functions in the Hotel on a daily basis.
  • Follow all department credit /refund policies, including brand guarantee if applicable.
  • Maintain cleanliness of work areas throughout the day including lobby area, coffee and or water stations if applicable.
  • Must maintain a neat, clean and well-groomed appearance.
  • Develop and maintain positive working relationships with others and support team to reach goals.
  • Complete training on all company/brand requirements if applicable.
  • Performs other duties as assigned, requested or deemed necessary by management
  • Comply with all department, hotel, and company policies and procedures.
  • Perform any assigned task not outlined above that the associate has the ability to perform.
  • Must be able to work flexible shifts, weekends, holidays, etc. when needed.
  • If you are employed by a branded hotel property, please refer to branded job description for additional duties and information.

Requirements

  • High School degree or equivalent.
  • Ability to work on PMS software.
  • Ability to communicate satisfactorily with guests, management, and co-workers.
  • Minimum of 1 year experience in a public contact position.
  • Must possess a thorough knowledge of the hospitality industry and have sound administrative skills.
  • Must be able to speak, read, write and understand the primary language(s) used in the workplace.
  • Must be able to read and write to facilitate the communication process.
  • Must have a positive attitude at all times.
  • Requires good communication skills, both verbal and written.
  • Must possess basic computational ability.
  • Must possess basic computer skills.
  • Ability to supervise situations and accomplish goals on a timely basis.

Widewaters Hotels' Mission and Values

Widewaters Hotels' Mission is an innovative hospitality management leader, built on proven pillars of success. We are passionate about delivering exceptional returns for our owners and partners, creating the ultimate guest experience and providing rewarding opportunities for our associates.

Our values guide the way we work with and for our guests, owners & associates. Through Passion, Energy, Attitude, Effort & Work Ethic we have created a vibrant company culture and a compass for our actions.

EEOC

We appreciate your interest in Widewaters Hotels, LLC. Widewaters Hotels, LLC offers equal opportunities to all persons without regard to race, color religion, age, sex, disability, national origin, ancestry, citizenship, military or veteran status, marital status, sexual orientation, domestic violence victim status, predisposing genetic characteristics or genetic information, or any other status protected by law.

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About This Employer

The Porter Hotel - Curio Collection by Hilton

1355 SW 2nd Avenue
Portland, OR 97201

(503) 306-4800

Managed by

At a Glance

Welcome to The Porter Portland, Curio Collection by Hilton, perfectly located in one of America’s most walkable cities. Rising 16 stories above the thriving Fountain District, our Portland hotel is steps from premier shops, popular restaurants and Keller Auditorium and just 2 blocks from Tom McCall Waterfront Park. The MAX Light Rail station is a quick stroll for any travels to Greater Portland.

Guest rooms are stunning, rustic and modern with complimentary WiFi, a 55-inch TV, mini-fridge, a coffeemaker with local teas and coffees, and cozy extras like plush robes and slippers. Upgrade for floor-to-ceiling windows and views of the Willamette River and Cascade Mountains, or book a suite with a separate living area, dining table and wet bar for entertaining.

Hotel restaurants blend indulgence with Portland’s love for the outdoors. Foodies will crave our Terrane Italian Kitchen + Bar for soulful Italian-inspired American food served all day. Grab gourmet pizza at the Chiosco take-out window or stop by The Portland Exchange for custom picnic baskets for a unique day in the city. Don’t miss Xport, a rooftop restaurant + lounge, featuring outdoor dining decks and sweeping views of the mountains.

Feel stress slip away in the Meditation Spa or take a refreshing dip in the heated indoor pool. Our fitness center is always open and we offer classes in meditation, yoga and aqua aerobics. Plan events in elegant indoor/outdoor spaces that are perfect for small meetings up to lavish receptions.