Reservations Agent

Freehand•Los Angeles, CA

1d•Onsite

About The Position

We are seeking an exceptional and passionate Rooms Controller to join our team. The ideal candidate will be an inspiring and effective communicator, a people person with a genuine desire to be part of a growing company. This role is crucial in creating an unforgettable guest experience. Freehand is a shared accommodation brand with properties in major US cities, combining social culture, innovative design, comfort, and quality food and beverage at an affordable price. We have been recognized as one of the top 50 most innovative global companies. Our spaces are social, stylish, and located in the heart of vibrant cities. The Freehand Los Angeles is housed in the historic Commercial Exchange building in downtown LA, offering a unique accommodation experience with suites, premium hotel rooms, and shared accommodations. The property integrates into the local community with events and activations at its rooftop bar, other bars, restaurant, and cafe. It is conveniently located near local attractions, making it a desirable place to stay and work.

Requirements

Previous hotel front office/reservations experience (2 years minimum).
Experienced in working within a fast-moving and dynamic Front Office/Reservations environment.
Familiar with reservations for Groups, Online Travel Agencies, Wholesale, and Individual bookings.
Commercially savvy to spot business opportunities and in-house upselling.
Knowledgeable of the local market, the accommodation market, and the specific selling points of the area.
Proficient in Microsoft Office products and Reservation Channels (online booking sites).
Familiar with PMS systems, MEWS PMS would be an advantage.
Must be eligible to work in the US.

Nice To Haves

Be an excellent communicator.
Be highly commercial.
Be creative, innovative, and digitally smart.
Demonstrate a passion for delivering excellent customer service.
Have a genuine interest and enthusiasm for what you do.
Have the ability to build effective working relationships at all levels with diverse groups of colleagues in a way that appears natural and effortless.

Responsibilities

Optimizes hotel inventory by assigning rooms, managing room moves, and balancing inventory to maximize revenue and guest satisfaction.
Responds to e-mail and telephone inquiries in a positive and personalized manner, ensuring the best customer service at all times.
Works in partnership with Front Office, Housekeeping, Engineering, and Sales team colleagues to assure guest requests, preferences, and room readiness.
Assists with responding to all online travel agencies booking messages.
Undertakes all daily Online Travel Agency and Brand.com advance purchase rate payments for processing.
Follows up on no-shows and cancellations to ensure all charges are collected and bed availability is updated.
Understands and follows company and front office/reservations specific practices.
Familiarizes with daily rates, special offers, and other information that has been communicated to ensure consistency within the team.
Promotes and up-sells Freehand facilities, beds, and other revenue-generating services as effectively as possible at every opportunity.
Communicates effectively and appropriately with all other departments within the hotel.
Ensures to remain up to date with all local, national, and international trends.
Is part of the guest journey to ensure that we create a truly unique Freehand experience.

Benefits

Birthday holiday in addition to your yearly holiday allocation.
Fertility Treatment Support Leave - up to three days' paid leave in any one year for an employee to undergo fertility treatment.
Employee Bounty Program providing opportunities to earn compensation for new hire referrals with no cap on the number of referrals made.
Company contribution towards gym membership fees for all eligible employees.
Ideas Award - Quarterly award to double gross basic salary for 1 month to employee with the most valuable suggestion/feedback.
Reduced room rates for staff as well as friends and family.
International career opportunities.
Social events, celebrations calendar & various employee recognition schemes.
Online learning tools to help you develop, learn and grow.
9 holidays.
Medical + Dental + Vision (subsidised contributions).
Life & Disability (employer paid).
Paid sick leave, time off and vacation (altogether 96 hours per calendar year).
Voluntary products: Voluntary Life, Legal Shield/ID Shield, Pet Insurance, Hospital Indemnity, critical illness, Accident Insurance and FSA.