Central Reservations Agent - CORP

Montage Hotels & Resorts • Baltimore, MD

14h • Hybrid

About The Position

The Central Reservations Agent serves as the voice of the hotel when guests first call to inquire about booking. This role requires the Agent to take guest reservations in a professional and courteous manner. After thirty (60) days of on-site work and training, this role may transition to a hybrid work-from-home schedule.

Requirements

• High school Diploma or equivalent required
• Minimum of two (2) years’ experience in a customer service role required
• Excellent telephone etiquette and verbal and written communication skills required
• Knowledge of Microsoft Office products such as Word, Excel, and Outlook required
• Enjoy interacting with people in a fast-paced environment
• Excellent organizational and time management skills
• Must possess a positive attitude
• Must be willing to participate in a learning environment
• Must be able to quickly adapt to effectively using new software products
• Must be dependable and available to work a flexible schedule (weekends, nights and/or holidays) based on business demands

Nice To Haves

• Previous experience working in an upscale/luxury hotel preferred

Responsibilities

• Providing excellent customer service to all guests and taking reservations using proper hotel verbiage, ensuring to adhere to hotel standards
• Accurately inputting and organizing reservation information via rooming lists, internet, travel agency requests, sales department, and reception with appropriate follow up
• Maintaining accurate logs of special requests and ensuring that requests are blocked in PMS or front office system
• Answering and directing in-bound calls to the hotel and frequently using email and fax systems, coordinating and responding to mailed correspondence
• Understanding the selling strategy for the hotel by knowing the status of room inventory and following it
• Processing rooming lists accurately as well as all changes and cancellations for group reservations
• Controlling and blocking rooms as well as pre-blocks for special groups
• Ensuring that all reservations transferred to PMS or front office system are accurate
• Aggressively selling hotel rooms to maximize transient room revenue using up-selling and yield management techniques per company policy
• Memorizing hotel facilities and giving clear directions to the hotel for inquiring guests
• Ability to perform other duties as required

Benefits

• One-time $1,000 sign-on bonus, payable following 90 days of continuous employment. Payment is subject to active employment status and satisfactory performance at the time of payout.
• Reasonable accommodations as needed to our applicants.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED