Reservations Agent
About The Position
The Reservations Agent is the first connection to our guests’ stay—the voice on the line and the calm behind the chaos. This role is all about precision, communication, and connection. You’ll manage hotel and spa reservations while helping shape the guest experience before they even arrive. From answering calls to coordinating details across departments, the Reservations Agent ensures every guest feels informed, cared for, and excited to experience The Standard way of life. This role blends service, sales, and organization, with a strong focus on maximizing occupancy and revenue while delivering a seamless booking experience.
Requirements
- Previous experience in hotel reservations, front office, or a related hospitality role required.
- Strong communication and guest service skills, both verbal and written.
- Fluent in English; additional languages are a plus.
- Strong organizational and multitasking skills in a fast-paced environment.
- Familiarity with hotel systems such as Opera PMS or similar reservation platforms preferred.
- Ability to work independently and collaboratively within a team.
- Strong attention to detail and accuracy.
- Ability to remain calm and solution-oriented under pressure.
- Flexible schedule availability, including weekends and holidays.
- Ability to sit or stand for extended periods, up to 8 hours.
- Frequent use of computer systems, keyboard, and telephone.
- Occasional walking, bending, or lifting of materials up to 15 pounds.
- Clear speech and hearing for effective communication.
- Visual ability to read screens, reports, and correspondence.
Nice To Haves
- Familiarity with hotel systems such as Opera PMS or similar reservation platforms preferred.
- Fluent in English; additional languages are a plus.
Responsibilities
- Handle hotel and spa reservations via phone, email, GDS, and online channels with accuracy and warmth.
- Answer incoming calls professionally and efficiently, including routing, transferring, and taking detailed messages.
- Maintain clear communication with all departments regarding arrivals, departures, groups, and special requests.
- Stay up to date on all property details including room types, rates, amenities, spa services, restaurant offerings, and special events.
- Provide personalized recommendations and upsell services to enhance the guest experience and drive revenue.
- Build strong relationships with guests and travel professionals to encourage repeat business and loyalty.
- Support PBX and Front Desk operations as needed to ensure seamless guest communication.
- Ensure all reservations are entered accurately and follow established procedures and standards.
- Maintain a clean, organized, and efficient reservations workspace.
- Respond effectively to guest inquiries, concerns, and unusual situations with professionalism and care.
- Uphold all company policies, procedures, and service standards.
- Represent The Standard with a polished, professional appearance and positive, team-oriented attitude.
Benefits
- 1% Commission on all Spa reservations made
- $50 Bonus for every perfect room reservation booked
- Restaurant Discounts across the property
- Spa Discounts on treatments and services
- Boutique Discounts on retail items
- Access to our Spa & Gym Facilities, plus up to 3 fitness classes per week
- Designated Employee Pool Days during the summer
- Paid Time Off & Paid Holidays
- Medical, Dental, and Vision Coverage
- Short-Term & Long-Term Disability and Life Insurance
- 401(k) Retirement Plan
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
251-500 employees
