Reservations Agent- CRO
About The Position
The Reservations Agent serves as a key point of contact for guests seeking room accommodations across all Valencia Hotel Group properties. This role is responsible for handling inbound and outbound reservation calls, entering and maintaining accurate booking information, reviewing availability and reports, and delivering a high level of service that supports revenue optimization and guest satisfaction. The position plays a critical role in the overall guest experience and supports hotel operations through accurate data entry, communication, and collaboration with internal teams. The role also provides cross functional support to the Collaborative Revenue Optimization Team, assisting with projects, promotions, and office based operational needs as business demands evolve.
Requirements
- High school diploma or equivalent required
- Strong verbal and written communication skills
- Excellent customer service and interpersonal abilities
- Effective time management and problem-solving skills
- Strong attention to detail and accuracy
- Excellent organizational skills
- Proficiency in reservations systems, computer software, and telephone systems
- Ability to work in a fast-paced, call center environment
- Ability to work well independently and as part of a team
- Demonstrated reliability, punctuality, and consistent attendance
Nice To Haves
- Previous customer service or call center experience preferred
- Hospitality or reservations experience strongly preferred
Responsibilities
- Provide courteous, professional, and knowledgeable service to all guests
- Respond to guest inquiries regarding accommodations, rates, and policies
- Assist guests with special requests and ensure accurate documentation
- Address guest concerns professionally and escalate issues as appropriate
- Work collaboratively within the Collaborative Revenue Optimization Team
- Support team goals related to service quality, accuracy, and productivity
- Participate in required meetings and training sessions
- Adapt to shifting priorities in a collaborative, team-oriented environment
- Ability to manage shifting priorities and support multiple projects simultaneously
- Communicate effectively with supervisors and team members regarding guest needs and operational updates
- Document guest interactions and reservation details clearly and accurately
- Follow all Valencia Hotel Group policies and procedures
- Report unsafe conditions or concerns to a supervisor immediately
- Maintain compliance with company standards and operational guidelines
- Handle inbound and outbound reservation calls for multiple hotel properties
- Accurately enter, modify, and cancel reservations in the reservations system
- Review daily and weekly reports related to reservations and availability
- Maintain up-to-date knowledge of hotel offerings, loyalty program, rates, promotions, and policies
- Assist with inventory management and availability review as assigned
- Support Collaborative Revenue Optimization (CRO) initiatives by assisting with special projects as assigned
- Support with daily/weekly/monthly reader board updates
- Consistently meet established call center performance metrics/revenues
- Successfully complete required monthly quality assurance and test calls
- Maintain cleanliness and organization in all work areas
- Display courteous behavior with guests and team members
- Report any unsafe conditions immediately
- Ensure office equipment is in proper working condition
- Perform any additional duties as assigned by leadership
Benefits
- Medical, Dental, Life insurance
- Paid Time Off
- Paid Community Service Days
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
