Reservations Agent- CRO

HOTEL VALENCIA CORP•San Antonio, TX

1d•$16•Onsite

About The Position

Are you a Customer Service Super Star…. WE NEED BIG STARS LIKE YOU!!! Come be a part of an AWARD-WINNING TEAM. Our hotels are unique, and we are looking for outstanding talent to provide exceptional customer service to our team. Valencia Hotel Group is a collection of hotels are created for today’s passionate traveler, each of our hotels are intentionally built to showcase modern design and classic character. We are looking for team members who are ready to be empowered to go above and beyond. The Central Reservations Office is based in downtown San Antonio. This is an in-office position with a business casual dress code. Parking is available for employees. JOB SUMMARY The Reservations Agent serves as a key point of contact for guests seeking room accommodations across all Valencia Hotel Group properties. This role is responsible for handling inbound and outbound reservation calls, entering and maintaining accurate booking information, reviewing availability and reports, and delivering a high level of service that supports revenue optimization and guest satisfaction. The position plays a critical role in the overall guest experience and supports hotel operations through accurate data entry, communication, and collaboration with internal teams. The role also provides cross functional support to the Collaborative Revenue Optimization Team, assisting with projects, promotions, and office based operational needs as business demands evolve.

Requirements

High school diploma or equivalent required
Strong verbal and written communication skills
Excellent customer service and interpersonal abilities
Effective time management and problem-solving skills
Strong attention to detail and accuracy
Excellent organizational skills
Proficiency in reservations systems, computer software, and telephone systems
Ability to work in a fast-paced, call center environment
Ability to work well independently and as part of a team
Demonstrated reliability, punctuality, and consistent attendance

Nice To Haves

Previous customer service or call center experience preferred
Hospitality or reservations experience strongly preferred

Responsibilities

Provide courteous, professional, and knowledgeable service to all guests
Respond to guest inquiries regarding accommodations, rates, and policies
Assist guests with special requests and ensure accurate documentation
Address guest concerns professionally and escalate issues as appropriate
Work collaboratively within the Collaborative Revenue Optimization Team
Support team goals related to service quality, accuracy, and productivity
Participate in required meetings and training sessions
Adapt to shifting priorities in a collaborative, team-oriented environment
Ability to manage shifting priorities and support multiple projects simultaneously
Communicate effectively with supervisors and team members regarding guest needs and operational updates
Document guest interactions and reservation details clearly and accurately
Follow all Valencia Hotel Group policies and procedures
Report unsafe conditions or concerns to a supervisor immediately
Maintain compliance with company standards and operational guidelines
Handle inbound and outbound reservation calls for multiple hotel properties
Accurately enter, modify, and cancel reservations in the reservations system
Review daily and weekly reports related to reservations and availability
Maintain up-to-date knowledge of hotel offerings, loyalty program, rates, promotions, and policies
Assist with inventory management and availability review as assigned
Support Collaborative Revenue Optimization (CRO) initiatives by assisting with special projects as assigned
Support with daily/weekly/monthly reader board updates
Consistently meet established call center performance metrics/revenues
Successfully complete required monthly quality assurance and test calls
Maintain cleanliness and organization in all work areas
Display courteous behavior with guests and team members
Report any unsafe conditions immediately
Ensure office equipment is in proper working condition
Perform any additional duties as assigned by leadership