Job Details

Job Summary

The Reservation Agent is responsible for handling the day-to-day reservation operations in a professional, efficient, friendly manner. The Reservation Agent will also ensure that all reservation lines are attended and accurately and professionally communicate hotel rates and information.

Job Responsibilities

• Create bespoke experience for guests.
• Ensure all reservation activity is attended and handled promptly.
• Communicate daily anticipated business demands with departmental team members (arrivals, departures, group functions, guest requests, etc.).
• Access all functions of the reservations system according to established procedures.
• Courteously answer inquiries and accept reservations over the phone.
• Maximize revenue by utilizing suggestive selling and up?selling techniques.
• Demonstrate advantages and create value for guests.
• Ensure all reservations (including manual) are input into the session accurately, completely, and promptly.
• Assist where necessary to ensure optimum service is provided to guests, visitors, and other departments.
• Coordinate reservations, sales, and rate strategy with several departments.
• Support team members and departments to contribute to the best overall performance of the department and hotel.
• Perform other duties as assigned, requested, or deemed necessary by management.
• Assist in one?stop reservation service (including restaurant, spa, etc.).
• Assist in pre?arrival process for all guests (email/phone).
• Assist in answering PBX calls into the hotel.

Skills and Education Requirements

• High School Diploma or equivalent.
• Prior luxury hospitality experience preferred.
• Ability to multitask between different computer systems.
• Must possess computer skills.
• Excellent selling skills and understanding of sales processes; can bring a sale to closure quickly at a high return rate.
• Strong customer development and relationship management skills.
• Ability to influence others to upsell products and services with excellent negotiation skills.
• Strong communication skills (verbal, listening, writing) confident telephone skills and etiquette.
• Ability to accurately input and access data into hospitality software.
• Ability to prioritize, organize, and follow up in a timely manner.
• Ability to work cohesively with other departments and co?workers as part of a synergistic team.
• Ability to work a varied schedule including days, nights, weekends, and holidays.

Qualification

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to the safety or health of employee or others. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Note: The responsibilities associated with this job could change from time to time in accordance with Hotel Californians business needs. As a team player, I may be required to perform additional and/or different responsibilities from those set forth above.