Reservation Agent | Buffalo Marriott HARBORCENTER

Overview

Handle reservations, guest inquiries, and group bookings while ensuring guest satisfaction.

Key Responsibilities

• billing setup
• reservation processing
• group block
• daily reports
• rate optimization
• guest complaints

Tasks

-Set up proper billing accounts (i.e., room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits according to Accounting policies and with proper authorizations. -Adhere to payment, cash handling and credit policies/procedures. -Process all reservation requests, changes and cancellations received by phone, fax, e-mail, mail, internally and through corporate reservations center or travel agencies. -Set up group room blocks in the system. Book group reservations and input rooming lists against the room block. -Generate, print, and distribute daily reports to designated departments/personnel. -Monitor group cut-off dates and review with Sales or group contact. Return all unused rooms to general room inventory after group's cut-off date. -Verify all reservation information with caller to ensure accuracy. -Sell the best rated room to meet the guest's needs; maximize rate for all reservations. -Scheduled daily group activities. -Review group resumes and convey all pertinent information in the system to appropriate personnel 48 hours prior to group's arrival. -Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller. -Assist in Front Office areas as assigned -Handle guest complaints ensuring guest satisfaction.

Requirements

• bilingual
• high school
• local knowledge
• computer
• communication
• customer service

What You Bring

-Maintain complete knowledge at all times of: -Bilingual English/Spanish a plus. -High school graduate or equivalent. -Knowledge of local activities and attractions appropriate for clientele. -Computer experience preferred. -Daily house count and expected arrivals/departures. -Ability to satisfactorily communicate with guests, management, and co-workers to their understanding. -Minimum one year customer service experience; previous hotel experience preferred.

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Benefits

-Room availability status for any given day. -Health insurance -Located on bus and metro routes. -8 Paid holidays -1 Complimentary meal per shift worked -2 Complimentary night hotel stays per year at any Shaner Hotel property -Paid time off -Marriott Hotel Discounts -All room rates, special packages and promotions.

About Shaner Hotels

-Shaner Hotels is a family-owned company with a rich history in the hospitality industry. -Focuses on hotel ownership, management, and development across the United States. -Operates a diverse portfolio of hotels, including major global brands and independent properties. -Known for expertise in transforming underperforming properties into successful operations. -Business model includes long-term investments with a focus on profitability and asset appreciation. -Strong presence in the upscale and select-service hotel segments. -Projects often involve extensive renovations, brand conversions, and strategic expansions. -Standout in the industry with a hands-on management approach. -Prides itself on deep industry relationships and ability to adapt to market trends.

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