Reservations Agent

Appellation Healdsburg•Healdsburg, CA

1d•Onsite

About The Position

The Reservations Agent at Appellation Healdsburg serves as the voice of our property, creating the first impression for guests through telephone and digital interactions. This is an extraordinary opportunity to be part of the front of house team at one of Healdsburg's most distinguished properties, crafting innovative experiences and delivering memorable service that reflects the region's genuine hospitality. As a Reservations Agent, you will be the central hub for all guest communications, managing hotel reservations, restaurant bookings, in-room dining orders, and serving as the primary operator for the property. You will be responsible for creating exceptional guest experiences from the moment of first contact, handling all incoming calls, processing reservations across multiple outlets, and providing comprehensive concierge-level information about the property and local area.

Requirements

High school diploma or equivalent required.
Previous experience in hotel reservations, call center operations, customer service, or hospitality industry preferred
Experience in luxury hotel environment a plus
Restaurant service or food & beverage experience beneficial
Excellent verbal and written communication skills, with fluency in the English language
Strong telephone etiquette and professional communication abilities
Ability to multitask effectively while maintaining attention to detail
Strong organizational skills and ability to work under pressure
Valid Smart Serve and RBS certification or ability to obtain within 30 days of employment
Microsoft Office products (Word, Excel, PowerPoint, and Outlook)
Maestro (PMS)
Toast (POS)
Alice (guest requests, text messaging, and coordinating)
Teams (internal messaging)
Telephone system operations
Ability to learn and adapt to new operating systems and reservation platforms
Experience with multi-line telephone systems preferred
Ability to work a flexible schedule including morning, afternoon, evening, overnight, weekends and holidays
Daily on-premises presence required
Detail oriented, organized and efficient, and safety minded
Good team player with positive attitude and strong work ethic
Passion for hospitality, food and beverage, trustworthy, and open to learning
Knowledge of luxury hospitality standards and guest service concepts
Ability to maintain levels of quality and customer service typically expected of a luxury resort
Familiarity with ADA compliance, local fire safety regulations, and relevant current laws governing guest privacy and data protection
Understanding of emergency procedures and communication protocols
Sit for extended periods of time (up to 8 hours per shift)
Enter data into computer terminals and operate standard office equipment
Use multi-line telephone systems and radio communication devices
See and read computer screens and printed matter with or without vision aids
Hear and understand speech at normal levels and on the telephone
Speak clearly so that others may understand at normal levels and on the telephone
Constant: sitting, repetitive use of hands and arms for typing and phone operation
Frequent: typing, use of mouse, telephone handling, and note-taking
Occasional: standing, walking, and light lifting (up to 10 pounds)
Ability to work in a fast-paced environment, handle multiple tasks simultaneously, and maintain focus during busy periods with or without reasonable accommodations.

Nice To Haves

Experience in luxury hotel environment a plus
Restaurant service or food & beverage experience beneficial

Responsibilities

Process new hotel reservations, modifications, and cancellations through the property management system (Maestro)
Manage room inventory and rate optimization in coordination with revenue management
Handle group reservations and special event bookings
Process advance deposits, payment processing, and reservation confirmations
Coordinate special requests and guest preferences with relevant departments
Maintain accurate guest profiles and booking records
Manage restaurant reservation system for all dining outlets
Coordinate with restaurant management for special events, private dining, and large party bookings
Handle waitlist management and communicate availability updates to guests
Process dietary restrictions and special occasion requests
Maintain knowledge of restaurant menus, hours, and policies
Take detailed in-room dining orders with accuracy and efficiency
Coordinate timing and delivery with kitchen and service staff
Handle special dietary requests and menu modifications
Process payment and billing for in-room dining services
Manage delivery logistics and guest communication
Serve as primary telephone operator for all incoming calls
Direct calls to appropriate departments and personnel
Handle guest wake-up calls and message services
Provide emergency response coordination when necessary
Maintain professional telephone etiquette and brand standards
Provide comprehensive information about hotel amenities, services, and policies
Offer detailed local area knowledge including attractions, dining, shopping, and activities
Assist with transportation arrangements and coordination
Handle guest complaints and concerns with professionalism, escalating when appropriate
Coordinate with other departments to fulfill guest requests
Maintain accurate records of all reservations and guest interactions
Prepare daily reports and communicate effectively with supervisors
Handle cash transactions and payment processing following security protocols
Ensure compliance with all hotel policies, procedures, and brand standards
Support emergency procedures and proper handling of guest data and privacy protection
Participate in daily shift meetings and departmental briefings
Maintain professional appearance and workspace organization
Attend all mandatory meetings and training sessions as directed
Support cross-training assignments required to support hotel operations
Perform other general tasks as directed by the Hotel Assistant Manager, Front Office Manager, General Manager, or Director of Rooms