Pyramid Hotel Group

  • Reservations Agent

    Hotel/Resort Name The Westin Grand Cayman Seven Mile Beach Resort & Spa
    Posted Date 5 months ago(7/3/2019 11:26 AM)
    Location : Company Name
    Pyramid Hotel Group
    KY-Grand Cayman
    Front Office
    Position Type
    Regular Full-Time
    # of Openings
    Requisition ID
  • About Us

    Fronting famous Seven Mile Beach, The Westin Casuarina Resort & Spa boasting 343 guest rooms and suites with over 60,000 sf of meeting space is in the heart of Grand Cayman. Named to Condé Nast Traveler’s 2002 Gold List, the resort has been recognized for its across-the-board excellence, and offers employees a wide variety of services and diversions in an exclusive resort setting.



    Take reservations via the telephone, mailed correspondence, rooming lists, and in-house requests.  Enter the information into the Property Management System (PMS).







    40%                            Answer all incoming calls in a friendly and efficient manner. Provide guests with the requested information concerning the city, the hotel and its services.  Obtain the necessary information from the guests and enter it into the PMS computer system.  Must be effective in sales and upselling.


    30%                            Process all incoming reservations received via rooming lists, mailed or in-house correspondence, housing bureau forms, or facsimiles.  Mail confirmation and literature requests or reply via facsimile and administrative message when requested.



    25%                            Processes reservations by email, telephone, fax or central reservation systems referral. Processes reservations from the sales office, third party bookings and travel agents. Knows the type of rooms available as well as their location and layout. Knows the selling status, rates, and benefits of all packages plans. Knows the credit policy of the hotel and how to code each reservation. Determines room rates based on the selling tactics of the hotel. Prepares confirmation letters. Communicates reservation information to the front desk. Processes cancellations and modifications and promptly relays this information to the front desk Understands the hotel's policy on guaranteed reservations and no-shows. Processes advance deposits on reservations Tracks future room availabilities on the basis of reservations. Monitors advances deposit requirements Handles daily correspondence. Responds to inquires and makes reservations as needed Makes sure that files are kept up to date.




    5%                              Maintains a clean and neat appearance and work area at all times Promotes goodwill by beings courteous, friendly, and helpful to guests, managers, and fellow employees Confirms reservations by reviewing information Maintains communication equipment by reporting problems Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures



    Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.  Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.


    Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.  In addition, attendance at all scheduled training sessions and meetings is required.


    Upon employment, all employees are required to fully comply with Westin rules and regulations for the safe and effective operation of the hotel’s facilities.  Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.



    In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:


    • Block special request reservations and suites.


    • Maintain a clean and well-organized workstation.


    • File daily reservations and other correspondence.


    • Answer questions concerning reservations for employees of other departments including but not limited to Sales, Convention Services, and Executive Office.



    The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.


    • Must be able to speak, read, write and understand the primary language(English) used in the workplace.


    • Must be able to read and write to facilitate the communication process.


    • Requires good communication skills, both verbal and written.


    • Must possess basic computational ability.


    • Must possess basic computer skills.


    • Ability to be persuasive with telephone sales skills.
    • Manage all incoming calls for reservation department and ensure response all queries and maintain professional relationship and atmosphere at all times
    • Analyze all guest and travel agent requirements through telephone and emails and recommend suitable options for all customers and assist to confirm all reservations.
    • Assist to make all room reservations and ensure maximize room revenue for all and ensure all reservation detail update on all computers within required operating procedures, Coordinate with sales department and manage all communication for group bookings.
    • Manage all emails from guests and ensure response and completion of all guest requests.
    • Ensure compliance to all security and safety standards on everyday basis and ensure optimal utilization of all resort software systems and maintain knowledge on all room types and its availability.







    Physical Demands


    • Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.


    • Must be able to sit at a desk for up to 8 hours per day. Walking and standing are occasionally required.  Length of time of these tasks may vary from day to day and task to task.


    • Must be able to lift up to 15 lbs. on a regular and continuing basis.


    • Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.


    • Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.


    • Vision occurs continuously with the most common visual functions being those of near vision and depth perception.


    • Ability to spend extended lengths of time viewing a computer screen.


    • Requires manual dexterity to use and operate all necessary equipment.


    • Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.





    High school or equivalent education required. 



    One to two years in a public contact position.


    Licenses or Certificates

    Not Applicable.



    All employees must maintain a neat, clean and well-groomed appearance per Westin Hotel standards.




    This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.


    All job descriptions are subject to a periodic review. Other duties will be assigned to you that directly relates to the duties of a Reservations Agent from time to time.  Changes will be discussed prior to or at the time of amendment.


    This position requires working a flexible schedule of day and/or evening shifts including weekends and public holidays and is also on call from time-to-time. The applicant must meet the minimum requirements and must be able to speak, read, write and understand English, which is the primary language in the workplace.

    Benefits: health Insurance, Pension, Vacation & Sick Leave as required by the Cayman Islands Law.






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