GH Reservations Agent I

As Boise's premier AAA Four Diamond Hotel, The Grove Hotel features upscale guestrooms & suites, modern meeting & event space and unrivaled service in the heart of the city. Guests of the hotel enjoy 250 contemporary rooms, access to a 12,000 square foot indoor health club and spa, over 14,000 square feet of flexible meeting spaces, direct access to the 5,400 seat indoor Idaho Central Arena® and innovative Northwest cuisine at Trillium Restaurant. The reservation agent position is well suited for those who have the desire and drive to advance their hospitality experience and develop their hotel management career. The successful candidate would be team-oriented, friendly and efficient while remaining committed to delivering legendary service. This opportunity can include exposure and opportunities to advance the business, develop process improvements and shape relationships with other departments. RESPONSIBILITIES: Work diligently to deliver legendary service to guest both internally and externally through the pillars of connect, discover, deliver value and close. Agent is responsible for selling, receiving, recording and cancelling reservations for hotel accommodations via phone, email or online booking channels as well as answering questions about transportation, attractions and assisting with guests needs prior to arrival. Develop intimate working knowledge and understanding of reservation systems and procedures in effort to handle guest confirmations and correspondences consistent with brand specifications. Review daily arrival reports for future 14-21 days for accuracy with package, corporate, special discount and other guest types, duplicate reservations and potential errors and issues. Troubleshoot reservation challenges that may arise until resolution is found and execute fix for issues through to completion. Liaise between front desk, PBX, sales and reservations as well as cross train and cover other positions as needed while ensuring guests are treated to the most legendary service possible. Work with the sales department to create groups, review group resumes, build corporate codes, manage group blocks, maintain weekly email distributions, including noting of VIP's, special billing, rates, concessions and any special group/rate requirements. Manage external booking engine systems to maintain balanced hotel inventory, handle problem solving of missing inventory for hotel team members, and assist/support front desk agents in an on-going manor. Follow rate policies, selling and oversell decisions and drive overall hotel top-line revenue. Make independent decisions for the benefit of the business and the guests in managing inventory. Assist with accounting and billing including assembly of group bills, resolving billing issues, preparing account audits, and process travel agent commissions. Remain flexible and encouraging through the dynamic and ever-changing environment of hotel and hospitality business by displaying positive and welcoming attitudes and assuming additional duties and tasks as assigned. Take initiative to develop and continually improve upon processes and procedures to deliver the best guest and team member experience. Successful agents have strong communication and problem solving skills, patience while handling heavy phone traffic, and the ability to multi-task with the various channels of reservations and communications. Pay range: $16-$18 contingent on experience. Minimum one year of guest-facing hospitality experience. Knowledge of hotel reservations policies and procedures, computer, telephone etiquette, and sales experience desired. Knowledge of computer programs used in reservations, inventory control and property management such as Maestro, iHotelier, Outlook, Delphi, Microsoft Office experience preferred. Adheres to company, property and department safety standards and procedures. Block 22, LLC is proud to offer a comprehensive benefit package to its employees. Medical, Dental and Vision is offered the first of the month following your hire date Employee Assistance Program Flexible Spending Accounts Educational Assistance Employee Lunchroom Vacation time accrual each pay period 401K program with a company match after completing one year of service Successful candidates exhibit the core values of Teamwork, Respect, Integrity and Passion while delivering our core purpose of serving and inspiring our communities by creating memorable experiences through integrity and teamwork. PI278509404 Apply