Reservations Sales Agent - The Hay-Adams
Company: The Hay-Adams
Posted on: August 7, 2022
Steeped in rich history and surrounded by the most iconic
institutions of our nation, The Hay-Adams is the downtown
Washington, D.C. hotel for discerning guests. Enveloped by views of
the White House, St. John's Church, and the scenic Lafayette Park,
the 5-star accommodations at The Hay-Adams are the embodiment of
refined residence. Marked by Washington, D.C.'s most accommodating
amenities and dedicated services, The Hay-Adams is the boutique
hotel of choice for the modern luxury traveler. The Hay-Adams
offers an exceptional guest experience that goes beyond a good
Reservations Sales Agents play a leading role in generating revenue
for the hotel. They field nearly all inquiries for transient
reservations (less than ten rooms per night) and must convert as
many of these calls as possible into confirmed reservations. After
quoting rates appropriate to specific requests, they must obtain
agreement from the caller and confirm a reservation. In short,
Reservations Sales Agents have a complex task. They must be able to
follow sell strategy as determined by revenue management; listen
and communicate effectively with a wide range of callers; close the
sale; and input detailed information into the property management
system (Opera), accurately and efficiently. Hay-Adams Hotel
Reservations Sales Agents are order-makers, not order-takers.
Reservations Sales Agents are also responsible for providing
overall reservations support for the hotel. They are responsible
for handling group blocks and inputting rooming lists, selling gift
certificates, processing travel agent commissions, and proper
coding of market segments and corporate accounts.
Essential Duties & Responsibilities
Answer all calls, internal and external, in a courteous and
professional manner. Proper use of voice and tone are expected at
all times. Crutch words, slang and colloquialisms are not
appropriate, and complete sentences are to be used.
Minimize lost calls, as they are lost opportunities for making
reservations and building revenue. Reservations Sales Agents are
part of the ACD (Automated Call Distribution) system, which
distributes calls fairly and tracks call volume. A reservations
call must cover all necessary details in an efficient manner while
not compromising a pleasant and friendly tone.
Abide by the guidelines of sell strategy, which requires first and
foremost that Reservations Sales Agents probe the caller and
describe the hotel benefits before quoting rates.
Learn and maintain an interest in detailed information about the
hotel. This information includes but is not limited to: room types
and configuration; hotel features and amenities; and location and
accessibility to major points of interest. Product knowledge is a
critical part of selling effectively.
Consistently engage in top-down and up-sell strategies, which
require that superior room types are presented before standard,
that suites are offered, and benefits of the superior room types
are described so that the caller can appreciate the higher rates
associated with them.
Be aware of the status of other hotels in our competitive set
through a daily call around. Be able to compare our hotel with
others in our competitive set if asked.
Know how to identify a VIP guest and understand and abide by the
VIP guest procedure.
Know how to handle difficult calls and when to ask for help.
Consistently check accuracy of work by: re-confirming details such
as spelling, matching day and date, etc. with caller;
double-checking reservations inputted from GDS prior to filing;
recognizing and resolving discrepancies immediately; checking
arrivals list daily and future arrivals periodically, especially
during busy or sold-out periods.
Know when written requests or authorizations are required, such as
for: direct-billing or third party billing; reservation requests
from Sales and Catering or Executive Offices; and parlor use.
File work accurately. Time is wasted and guests can be
inconvenienced if work is not filed in its proper location.
Learn and follow different procedures for the various reservation
sources such as individual call-in, group, GDS, OTAs, and Sales
Perform duties and tasks assigned by manager.
To perform this job successfully an individual must be able to
perform each essential duty to a satisfactory standard. The
requirements listed below are representative of the knowledge skill
and/or ability required. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential
This position has no supervisory responsibilities.
Education and Experience
High School diploma, general education degree, or international
equivalent required, or six months experience in a related field
preferred. Typing skills and general computer experience required.
Reservations sales experience or prior work experience in a
professional office environment preferred. Word processing and
spreadsheet programs are frequently utilized and experience in such
computer programs is preferred.
Must be fluent in the English language. Accurate listening, clarity
in speaking, reading comprehension and writing ability in a
professional context are required. Must be able to write short
correspondences such as confirmation letters or fax responses to
inquiries. Must have superior ability to use proper voice and tone
for telephone conversation. Must have excellent ability to describe
hotel benefits, explain rates and room types. Must have ability to
convince and persuade, as well as apologize when necessary. Must
convey pride and confidence in product at all times.
Must have basic number knowledge and the ability to add and
subtract, multiply and divide basic two digit numbers. Must be able
to understand American weight, volume and distance measurements,
and how occupancy, average rate and RevPar are calculated. Must be
able to use a calculator.
Must be able to follow detailed and complex sell strategy involving
yield management and benefit selling. Must be able to distinguish
between different market segments. Must know when decisions can be
made on own and when managers must be involved. Must be able to
handle multiple tasks at the same time. Use of common sense is
required at all times. Must be able to work under pressure in a
calm, professional manner.
Ability to sit, type, and use a computer screen for long periods
required. Ability to talk and listen through a headset for long
periods required. Must be able to work well under pressure.
Standards of Conduct:
The high ethical standards of The Hay-Adams must be upheld by all
members of the company. The policies relative to press relations,
equal opportunity, discrimination, sexual harassment, vendor
relations, etc., stated in the employee handbook and manuals are
inviolable. We pride ourselves on providing a professional caring
atmosphere for clients and all fellow employees and will achieve
this goal through responsible actions.
This job description in no way states or implies that these are the
only duties to be performed by the employee occupying this
position. Employees will be required to perform any other
job-related duties assigned by their supervisor.
EEO AA M/F/Vet/Disabled
The Hay-Adams is proud to be an equal opportunity workplace
dedicated to pursuing and hiring diverse professionals.
Equal Opportunity Employer/Veterans/Disabled
Keywords: The Hay-Adams, Washington DC , Reservations Sales Agent - The Hay-Adams, Sales , Washington, DC
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