Biltmore Hotel
Overview
Reservations Specialist at Biltmore Hotel. The Reservation Specialist provides a pleasant first impression for guests, understands their room reservation needs, builds rapport, and sells the “Biltmore Experience” by providing recommendations and information requested. This position requires consistent adherence to the department policies and procedures as outlined in the Biltmore Standard Operating Procedures (BSOP’S). Responsibilities
Answer calls using in-house phone system (NAVIS). Greet guest appropriately and gather guest contact information. Offer hotel description, outlet offers/information, and events. Be fully aware of all room availability, descriptions and rates. Confirm room reservations with intent to upsell. Fully understand and use our Property Management System (Megasys). Enter guest information and maintain waitlist. Maintain client details and business relationships. Maintain high and strict compliance. Create enhanced leads from NAVIS. Follow-up with sales leads. Requirements
Experience and Education Required
High School Diploma required Minimum one year luxury hotel experience preferred Skills
Must be able to: Speak, read, write and understand English Compute accurate mathematical calculations Provide legible communication and directions Perform job functions with attention to detail, speed and accuracy Prioritize and organize Think clearly, remain calm and resolve problems using sound judgment Follow directions thoroughly Understand guest service needs Work cohesively with co-workers as part of a team Work with minimal supervision Maintain confidentiality of guest information and pertinent resort data Use a computer keyboard and possess basic typing skills Possess moderate to advanced computer skills Work in a dynamic and constantly changing environment Adept to multitasking Physical Demands
Move, lift, carry, push, pull, and place objects Stand, sit, or walk for extended periods Reach overhead and below the knees, including bending, twisting, pulling, and stooping Use, carry, and operate all necessary office equipment Communicate with employees, managers, subordinates and guests Visually look at a computer for extended periods Adapt to moderate hotel temperatures Success Criteria
Team Player: cooperate with the team, listen, and positively influence others Guest Focused: anticipate guest needs, maintain a warm, friendly approach Delivers their Best: energetic, resourceful, and efficient Composed: stay calm under pressure, maintain integrity and punctuality Time Management: make timely decisions and prioritize effectively Licenses or Certifications
NAVIS Certification LHW Revenue Management Course completion preferred Standard Specifications
Requirements are representative of minimum knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to health and safety. This job description reflects the job content at the time of writing and may be subject to changes. The Biltmore Hotel may change duties and requirements as needed. This document does not create an employment contract and is an at-will description. Grooming
All employees must maintain a neat, clean and well-groomed appearance per Biltmore Hotel standards.
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Reservations Specialist at Biltmore Hotel. The Reservation Specialist provides a pleasant first impression for guests, understands their room reservation needs, builds rapport, and sells the “Biltmore Experience” by providing recommendations and information requested. This position requires consistent adherence to the department policies and procedures as outlined in the Biltmore Standard Operating Procedures (BSOP’S). Responsibilities
Answer calls using in-house phone system (NAVIS). Greet guest appropriately and gather guest contact information. Offer hotel description, outlet offers/information, and events. Be fully aware of all room availability, descriptions and rates. Confirm room reservations with intent to upsell. Fully understand and use our Property Management System (Megasys). Enter guest information and maintain waitlist. Maintain client details and business relationships. Maintain high and strict compliance. Create enhanced leads from NAVIS. Follow-up with sales leads. Requirements
Experience and Education Required
High School Diploma required Minimum one year luxury hotel experience preferred Skills
Must be able to: Speak, read, write and understand English Compute accurate mathematical calculations Provide legible communication and directions Perform job functions with attention to detail, speed and accuracy Prioritize and organize Think clearly, remain calm and resolve problems using sound judgment Follow directions thoroughly Understand guest service needs Work cohesively with co-workers as part of a team Work with minimal supervision Maintain confidentiality of guest information and pertinent resort data Use a computer keyboard and possess basic typing skills Possess moderate to advanced computer skills Work in a dynamic and constantly changing environment Adept to multitasking Physical Demands
Move, lift, carry, push, pull, and place objects Stand, sit, or walk for extended periods Reach overhead and below the knees, including bending, twisting, pulling, and stooping Use, carry, and operate all necessary office equipment Communicate with employees, managers, subordinates and guests Visually look at a computer for extended periods Adapt to moderate hotel temperatures Success Criteria
Team Player: cooperate with the team, listen, and positively influence others Guest Focused: anticipate guest needs, maintain a warm, friendly approach Delivers their Best: energetic, resourceful, and efficient Composed: stay calm under pressure, maintain integrity and punctuality Time Management: make timely decisions and prioritize effectively Licenses or Certifications
NAVIS Certification LHW Revenue Management Course completion preferred Standard Specifications
Requirements are representative of minimum knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to health and safety. This job description reflects the job content at the time of writing and may be subject to changes. The Biltmore Hotel may change duties and requirements as needed. This document does not create an employment contract and is an at-will description. Grooming
All employees must maintain a neat, clean and well-groomed appearance per Biltmore Hotel standards.
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