Reservations Agent

LINE LA•Los Angeles, CA

About The Position

The LINE is a creative community built around a sense of discovery. We are seeking a dynamic Reservations Agent to join our team. A successful candidate will have a genuine passion for the hospitality industry and an entrepreneurial spirit. In this role, you will handle incoming reservation inquiries, quote rates, convert inquiries to bookings, and assist guests in making reservations based on their preferences and requirements. You will also document guest preferences, send and process secure credit card authorization forms, and execute approved upsell and add-on programs. Additionally, you will address guest inquiries, requests, or changes to existing reservations, promote hotel services, and partner with Front Office on arrivals, upgrades, and room blocks. You will ensure special handling of repeat guests and VIP guests, and work on PMS/CRS/Channel Manager and OTA extranets, maintaining clean profiles and reservation accuracy.

Requirements

High School or equivalent education/experience required.
At least two (2) years’ experience as a Reservation Agent or relevant position with a reputable hotel
Strong ability in using MS Office and Outlook
Have knowledge of entire Reservation Procedure according to The LINE Group manual system
Knowledgeable in hotel and guest room facilities/services
Outstanding communication and interpersonal skills
Excellent reading, writing and oral proficiency in the English Language
Excellent organizational and time management skills
Excellent attention to detail
Ability to multitask.
Work well under pressure, be a team player.

Responsibilities

Handle incoming reservation inquiries via phone, emails, or online channels providing information about room availability, rates, packages, and amenities.
Quotes rates per BAR, LOS, corporate, wholesale and negotiated accounts; follow fence and parity rules.
Convert inquiries to bookings; meet or exceed conversion, ADR, and upsell targets.
Offer alternatives on sold-out dates and waitlist/coordinate displacement as needed.
Provide clear, friendly, and timely information on room types, packages, fees, policies, and local offerings.
Assist guests in making reservations based on their preferences and requirements, ensuring accuracy in inputting reservation details into the hotel’s system (dates, rates, room type, payment preferences).
Document guest preferences, VIP notes, and accessibility needs, communicate to Front Office/Housekeeping.
Send and process secure credit card authorization forms (never collect card date by email/text); verify cardholder ID (if applicable) and the exact charges approved (e.g. room/tax vs incidental/parking) before arrival.
Place/Release deposits and-pre-authorizations per policy route charges on folios correctly, including charging virtual cards as per policy.
Escalate any mismatches or fraud concerns on a secure credit card authorization form to a manager immediately.
Execute approved upsell and add-on programs (Parking, F&B, Experiences).
Address guest inquiries, requests, or changes to existing reservations, including modifications to booking dates or room types, while maintaining a positive and professional demeanor.
Identify opportunities for upselling or cross-selling hotel services and amenities during the reservation process to enhance the guest experience and maximize revenue.
Partner with Front Office on arrivals, upgrades, and room blocks.
Ensure special handling of repeat guests and VIP guest15
Work on PMS/CRS/Channel Manager and OTA extranets, maintain clean profiles and reservation accuracy.