Reservations Agent (Full-time)

Company Description

Discover the essence of Maui at Fairmont Kea Lani, Hawai‘i’s only all-suite and villa luxury resort.  Nestled on the pristine white sands of Wailea’s Polo Beach, this award-winning oceanfront paradise defines quintessential Hawaiian luxury with a state-of-the-art spa, island inspired cuisine and authentic cultural experiences. 

From full-moon staff hikes and beach clean-ups to appreciation luncheons and birthday holidays, our team provides endless opportunities to learn and grow in both your personal and professional development. Live and work in a place you love!

What is in it for you:

• Comprehensive benefits package (Medical, Vision and Dental) including extended benefits like; Basic insurance, TDI and Long-Term Disability for regular Full-time and Part-time employees
• 401(k) retirement savings plan and matching program
• One complimentary duty meal for all employees that work more than 6 hours per shift
• Food & Beverage discount at Fairmont Kea Lani (venue specific and discount may vary)
• Wellness Offerings
• Exclusive employee benefits program offering discounted rates in Accor worldwide and discounts with brand partners
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world
• Ability to make a difference through our Corporate Social Responsibility activities

Job Description

Job Title: Reservations Agent (Full-time)

All guest service has the potential to create a lasting memory when it is delivered with warmth and sincerity. Be an ambassador for our brand as a Reservations Agent, where the engaging and anticipative service you provide over the telephone will make our guests feel valued and reflect the exceptional hotel experience to come.

Hourly Rate:  $28.22

What you will be doing:

• Book and enter room reservation requests using the Property Management System (Opera)
• Assist with Group Reservation and Wholesale Reservation areas where needed, including but not limited to accurately entering group rooming lists and wholesale manifest
• Ensure calls and emails are managed in the most efficient manner possible, administrative duties are completed and productivity is maximized
• Take ownership of guest’s requests and inquiries, ensuring follow up according to the hotel’s standards in a timely manner
• Review daily arrivals and audit duplicate reservations, special requests (such as connecting, nearby, etc.). Communicate with Front Office/Guest Services team to ensure requests are followed through
• Update reservations ensuring a flawless check-in and check-out process
• Ensure revenue is maximized by up-selling guest rooms, recommending hotel facilities, and actively participating in monthly departmental sales promotions
• Liaise with Sales and other departments to complete necessary tasks
• Assist Reservations Manager to monitor the day-to-day operation
• Be knowledgeable of the island, our resort and its offerings in order to be our guests’ trusted guide
• Maintain atmosphere of aloha spirit by providing engaging, personalized, timely, and efficient service to our discerning guests.
• Promote and enforce health and safety awareness as well as have a complete understanding of the emergency procedures
• Follow hotel and departmental policies, procedures and service standards

Qualifications

Your experience and skills include:

• 1 year customer related experience required
• Previous Property Manager System experience preferred
• Must be able to speak, read, write and understand the English language
• Requires good communication skills, both verbal and written
• Must be service oriented and capable of communicating effectively with persons involved in all levels of authority, both internally and externally
• Must possess basic computational ability
• Must possess computer skills, including, but not limited to, Microsoft Office applications
• Experience with Property Manager System (Opera) and Central Reservation System (Opera) is highly preferred
• Must be able to multi-task and be detail-oriented in a fast paced, high volume environment
• Strong interpersonal and problem solving abilities
• Must possess a problem-solving mindset: be able to anticipate, prevent, and identify area of opportunities and resolve them as necessary
• Must have ability to work independently and to prioritize or seek clarification in prioritizing work assignments
• Must possess outstanding Sales and guest service skills

Education

• High School diploma (or equivalent) and/or vocational training

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