Reservations Agent

Montage Hotels & Resorts•Laguna Beach, CA

8d•$22

About The Position

Reservations Agent SUMMARY The Reservations Agent serves as the voice of the hotel when guests first call or visit the property to inquire about booking. This role requires the Agent to take guest reservations in a professional and courteous manner.

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

Nice To Haves

Previous experience working in an upscale 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
Accommodating in-house guest requests, ensuring a high level of guest satisfaction
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
Preparing group guest lists prior to arrival
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