As a Reservation Agent, you will provide prompt, courteous and efficient handling of all requests for guest reservations, changes, cancellations, and information about our properties. You are the representative of our company and prepare the guest for their stay with our locations. To be the best representative, we expect telephone calls are answered within 3 rings, using correct salutations and professional telephone etiquette. While conversing with our prospective guests, you will need to ascertain their needs through open ended questions, gathering all designated information to reserve accommodations and ensure any special requests are properly noted. You will process all reservation requests, changes, and cancellations received by phone, fax and email. This position is also a sales position where your goal is to maximize the opportunity for the guests and provide the best service to them through a review of their history. During your call, you may assist callers with dining, spa, and golf reservations as well as amenity orders. If their desired dates are not available, you will suggest alternate dates and/or locations. You will ensure accuracy on every reservation by verifying all reservation information with the guest, clearly relaying guarantee and cancellation policies, offering information on transportation to and from the airport, processing advance deposits, and providing confirmation or cancellation numbers. You may also be required to set up proper billing accounts (i.e. share-withs, room/tax/incidentals, tax exempt, direct/special billing).