Reservations Agent (FT)

Montage International•San Diego, CA

About The Position

The Reservations Agent serves as the voice of the hotel when guests first call or visit to inquire about booking. The role takes guest reservations in a professional and courteous manner while providing excellent customer service and following hotel standards. The Agent accurately manages reservation information, guest requests, room inventory, and group reservations; supports room revenue through upselling and yield management; and responds to guest inquiries by phone, email, fax, and mailed correspondence. The position also receives and places In-Room Dining orders and requires knowledge of the menu and hotel facilities. Most work tasks are performed indoors in a temperature-controlled hotel environment. The Agent must be able to sit at a desk for up to six hours a day; walking and standing are occasionally required. The role also requires the physical abilities described under Physical Requirements. The pay scale is $20.00 per hour, exclusive of incentive pay such as commissions, piece rates, and gratuities.

Requirements

High school diploma or equivalent.
At least two years of experience in a customer service role.
Excellent telephone etiquette and verbal and written communication skills.
Knowledge of Microsoft Office products, including Word, Excel, and Outlook.
Ability to sit at a desk for up to six hours a day; walk and stand occasionally; and lift up to 15 pounds on a regular and continuing basis.
Manual dexterity and ability to grasp, write, stand, sit, walk, perform repetitive motions, bend, and climb; listening, hearing, and visual acuity.

Nice To Haves

Previous experience working in an upscale hotel.

Responsibilities

Provide excellent customer service and take reservations using proper hotel verbiage while adhering to hotel standards.
Accurately input and organize reservation information received through rooming lists, the internet, travel agency requests, the sales department, and reception, with appropriate follow-up.
Accommodate in-house guest requests and support high guest satisfaction.
Maintain accurate logs of special requests and ensure requests are blocked in the PMS or front office system.
Answer and direct incoming hotel calls; use email and fax systems and coordinate responses to mailed correspondence.
Understand the hotel’s selling strategy, monitor room inventory status, and follow that strategy.
Process group rooming lists accurately, including changes and cancellations.
Prepare group guest lists before arrival.
Control and block rooms, including pre-blocks for special groups.
Ensure reservations transferred to the PMS or front office system are accurate.
Sell hotel rooms to maximize transient room revenue using upselling and yield management techniques in accordance with company policy.
Memorize hotel facilities and provide clear directions to the hotel for inquiring guests.
Receive and place In-Room Dining orders, understand the IRD menu, and be knowledgeable about menu requests.