Front Office Agent

Relax and recharge at Loews Ventana Canyon Resort, a top choice among Arizona luxury resorts. Whether you explore the best of Tucson or enjoy the stunning Catalina Mountain range, you can consider us your desert oasis. Welcome to a Sonoran Escape for the Senses.

Job Specific

• Ensures ease of guest check-in by inputting wholesale, group and VIP reservations thoroughly and accurately by timeliness in confirmation response (24 hour turnaround-Wholesale/3 hour turnaround-VIP)
• Ensures appropriate billing information is placed on necessary reservations to ensure the ease of guest check-in and check-out
• Maintains a 90% call service level on all calls incoming through the switchboard
• Reserves complimentary certificate and team member reservations
• Assists group guests as they call for information or changes
• Maintains updated confirmation of reservations on designated e-commerce accounts.
• Completes the sale and delivery of Loews Orlando gift certificates
• Completes reports as assigned.
• Troubleshoots any reservation challenges that may arise until a resolution is found
• Maintains a prompt response on all Preferred Desk Voicemail, email and fax.
• Maintains accurate and organized group, wholesale and VIP files.
• Maintains accurate reference information for the reservations staff (ie: non-allotment wholesale availability calendar)
• Maintains a neat and organized reservations office
• Maintains reservations office supply pars
• Maintains positive and strong relationships with wholesalers, groups, and any additional means of business contacts that are encountered
• Maintains an open line of communication with hotel reservations office, revenue management and CRO.
• Process and file credit card authorizations
• Completes daily cancellation, deposit required, virtual suite, and OTA reports
• Maintains an average shop score of 80% or higher
• Maintains an average available phone time of 80% or higher
• Other duties as assigned

General

• Promotes and applies teamwork skills at all times
• Notifies appropriate individual promptly and fully of problems and/or unusual matters
• Is polite, friendly, and helpful to guests, management and fellow employees
• Executes emergency procedures in accordance with hotel standards
• Complies with required safety regulations and procedures
• Attends appropriate hotel meetings and training sessions
• Maintains cleanliness and excellent condition of equipment and work area
• Complies with hotel standards, policies and rules
• Recycles whenever possible
• Remains current with hotel information and changes
• Complies with hotel uniform and grooming standard