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:
SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
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.
High school or equivalent education required.
One to two years in a public contact position.
Licenses or Certificates
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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