Process all reservation requests, changes and cancellations received by phone, fax or mail. Identify guests reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Indicate special room reservation types (e.g, complimentary rooms, employee discounts, travel agent inspection rates and wholesale reservations) by imputing the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns.