Reservations Agent

Ensemble•Santa Cruz, CA

20h

About The Position

The Reservation Agent embodies the art of hospitality as the initial touchpoint for our esteemed guests, crafting seamless and personalized booking journeys. This role requires an unwavering commitment to precision in administrative detail, paired with an intuitive ability to deliver bespoke service, ensuring each reservation is meticulously tailored to individual preferences while maximizing revenue opportunities. The Reservation Agent expertly curates stays that reflect our guests’ unique desires, anticipating needs before they arise. Every interaction, whether by phone, email, or digital channels, exemplifies the highest standards of excellence. By delivering impeccable service, the Reservations Agent will uphold La Bahia Hotel & Spa’s service standards (inspired by Forbes) while elevating our beachfront property.

Requirements

(2/3) years of reservations agent and/or front desk agent experience, with luxury hotel/resort strongly preferred
Excellent communication skills and customer service skills
Advance computer literacy required
Proficiency in property management systems preferred (Microsoft Office, Opera, etc.)
Ability to work independently and as part of a team.
Expertise in secure credit card processing for reservations, deposits, and prepayments
Fluent in English (additional languages highly preferred)
Ability to maintain composed under pressure
Ability to work efficiently in a fast-paced environment while seated for extended periods
Capability to maintain focus and precision during prolonged screen time
Comfortable working in an office environment
Flexible to work in different shifts, including evenings, weekends, and holidays
Professional demeanor required
Occasional light lifting (up to 25 lbs.)
Highly organized with the ability to multitask in a fast-paced environment

Nice To Haves

Fluent in English (additional languages highly preferred)
(2/3) years of reservations agent and/or front desk agent experience, with luxury hotel/resort strongly preferred
Proficiency in property management systems preferred (Microsoft Office, Opera, etc.)

Responsibilities

Process reservations via phone, email, and digital channels with polished professionalism
Demonstrate perfect phone etiquette and written communication
Master all room categories, suites, and amenities to make perfect recommendations
Handle special requests with discretion and follow-through
Personalize each booking by noting preferences (pillow types, anniversary celebrations, etc.)
Utilize upselling techniques to enhance guest stays
Process deposits and payments with absolute accuracy
Maintain flawless data entry in PMS (Opera, Amadeus, etc.)
Communicate VIP arrivals and special requests
Respond to inquiries within luxury service timeframes (under 2 minutes for calls)
Maintain comprehensive knowledge of hotel facilities and local attractions
Liaise with front office, concierge, and sales teams
Manage group booking coordination
Participate in pre-arrival planning for high-profile guests
Prepare daily reservation reports
Maintain impeccable grooming standards, wearing the assigned uniform exactly as specified (proper fit, cleanliness, and presentation at all times
Wear the official hotel lapel pin prominently as part of the uniform requirement, unless embroidered onto uniform
Performs other duties as assigned by manager