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Requisition Number 17-0053
Post Date 3/10/2017
Title Reservation Agent - J1 Visa Intern
City New Orleans
State LA

This position is open to J-1Visa Intern students only.

A Reservations Agent answers 50+ telephone calls per day and establishes a professional, courteous rapport with guests while following all standards required and proper telephone etiquette, responds to communications from guests, travel agents and referral networks concerning reservations arriving by mail, telephone, email, fax or through a central reservation system, creates and maintains reservation and promptly processes any cancellations and modifications, able to work in a fast-paced environment and multi-task.

Essential Functions
To perform the Reservations Agent position successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities
•  Process reservations by mail, telephone, telex, cable, fax or central reservation systems referral

•  Process reservations from the sales office, other hotel departments and travel agents

•  Know the type of rooms available as well as their location and layout

•  Know the selling status, rates and benefits of all packages plans

•  Know the credit policy of the hotel and how to code each reservation

•  Create and maintain reservation records by date of arrival and alphabetical listing

•  Determine room rates based on the selling tactics of the hotel

•  Prepare letters of confirmation

•  Communicate reservation information to the front desk

•  Processs cancellations and modifications and promptly relays this information to the front desk

•  Understand the hotel's policy on guaranteed reservations and no-shows

•  Process advance deposits on reservations

•  Track future room availabilities on the basis of reservations

•  Help develop room revenue and occupancy forecasts

•  Prepare expected arrival list for front office use

•  Assist in preregistration activities when appropriate

•  Monitor advances deposit requirements

•  Handle daily correspondence; respond to inquiries and make reservations as needed

•  Make sure files are kept up to date

•  Maintain a clean and neat appearance and work area at all times

•  Promote goodwill by beings courteous, friendly and helpful to guests, mangers and fellow associates

•  Walk around with the client to ensure that they secure whatever services they are in need of

•  Get information about areas of interest in order to target more clients in particular seasons

•  Make arrangements for clients travel programs

•  Be aware of all front office procedures and assist with reception duties when required

•  Be fully aware of and adhere to health and safety, fire and bomb threat procedures

•  Willing to undertake any reasonable request made by management in any other areas of the house

•  Open and close the availability as and when required of hotel in all the GDS channels, IDS channels and on the hotel website

•  Configure rates on the hotels property management system

•  Other duties as assigned


To perform the Reservations Agent position successfully, an individual should demonstrate the following competencies:

•  Customer Service - Manage difficult or emotional customer situations; respond promptly to customer needs; respond to requests for service and assistance; meet commitments

•  Interpersonal - Focus on solving conflict, not blaming; maintain confidentiality; listen to others without interrupting; keep emotions under control; remain open to the ideas of others; try new things

•  Problem Solving – Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem solving situations; use reason even when dealing with emotional topics

•  Technical Skills - Assess own strengths and weaknesses; pursue training and development opportunities; strive to continuously build knowledge and skills; share expertise with others

•  Oral Comunication - Speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrate group presentation skills; participate in meetings

•  Team Work - Balance team and individual responsibilities; exhibit objectivity and openness to the views of others; give and welcome feedback; contribute to building a positive team spirit; put success of team above own interests; ability  to build morale and group commitments to goals and objectives; support team’s efforts to succeed; recognize accomplishments of other team members

•  Written Communication - Write clearly and informatively; edit work for spelling and grammatical errors; vary writing style to meet needs; present numerical data effectively; ability to read and interpret written information

•  Leadership - Exhibit confidence in self and others; inspire and motivate others to perform well; effectively influence actions and opinions of others; inspire respect and trust; accept feedback from others; give appropriate recognition to others

•  Ethics - Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; uphold organizational values

•  Organizational Support - Follow policies and procedures; complete administrative tasks correctly and on time; support organizational goals and values; benefit hotel through outside activities; respect diversity

•  Attendance and Punctuality - Consistently arrive to work on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time

•  Dependability - Follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals; complete tasks on time or notify  appropriate person with an alternate plan

•  Initiative - Volunteer readily; undertake self-development activities; seek increased responsibilities

•  Judgment - Display willingness to make decisions; exhibit sound and accurate judgment; support and explain reasoning for decisions; include appropriate people in decision-making process; make timely decisions

•  Motivation - Set and achieve challenging goals; demonstrate persistence and overcomes obstacles; measure self against standard of excellence; take calculated risks to accomplish goals

•  Planning and Organizing - Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks; develop realistic action plans

•  Professionalism - Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments

•  Safety and Security - Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly      

The requirements listed below are representative of the knowledge, skills and abilities required for an individual to successfully perform the duties and responsibility of the Reservations Agent position:

Language Ability
•  Effectivley communicate and interact with people from diverse backgrounds

•  Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals

•  Write routine reports and correspondence

•  Speak effectively before groups of customers or associates of the hotel

Math Ability
•  Add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions and decimals

•  Compute rate, ratio and percent

•  Draw and interpret bar graphs

Reasoning Ability
•  Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

•  Interpret a variety of instructions furnished in written, oral, diagram or schedule form

Computer Skills
•  Knowledge of word processing and spreadsheet software, payroll systems, internet software, Opera database software and Contact Management systems

•  Ability to utilize Microsoft Excel to create spreadsheets

Work Environment
•  The noise level in the work environment is usually moderate

•  The position is located in an office setting where the temperature settings are controlled

Physical Demands
•  Regularly sit and talk or hear

•  Frequently use hands to fingers, handle or feel

•  Safely navigate multiple flights of stairs

Position Status and Availability
•  Must be available to travel to the United States

•  Available to work a full-time, flexible (AM or PM) shift, Monday – Sunday, including holidays for a period of twelve (12) months

Education and Experience

•  A high school diploma or general education degree (GED)

•  Have acquired at least one (1) year of hospitality experience to include at least one (1) year Front Desk experience

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An Equal Opportunity Employer