VIP Guest Reservation Agent

NOBU RYOKAN MALIBU•Malibu, CA

32d•Onsite

About The Position

The VIP Guest Reservation Agent, functioning as a Reservations Coordinator, is responsible for providing the highest level of service for all incoming guest reservations, maximizing room revenue through management of the room inventory and pricing strategy, and maintaining all guest CRM and sales databases. This role focuses on incoming guest reservations and providing the highest level of guest service, particularly for VIP clients in the luxury hotel market, through pre-arrival and throughout the duration of their stay.

Requirements

High school diploma required.
Prior experience as concierge, front desk agent, reservations or sales coordinator in luxury hotel brand preferred.
Knowledge of PMS or CRM systems and Microsoft Office programs.
Ability to learn, utilize and communicate effectively via company issued MacBook and iPhone.
Advanced ability to comprehend and speak English to understand and respond to information and address advanced guest requests required both verbally and in writing.
Must be customer-service oriented and have excellent hospitality skills.
Ability to develop relationships with all levels of clientele and interact with people from different cultures and backgrounds.
Astute attention to detail.
A passion for exceeding client expectations.
Highly organized, results-oriented with the ability to work well under pressure.
Excellent written, verbal, and interpersonal communication skills essential.
Strong negotiation skills.
Computer literacy in various applications
Positive attitude and supportive, team-based approach towards the attainment of the hotels short- and long-term goals.

Nice To Haves

Degree in hospitality management preferred.
Prior experience as concierge, front desk agent, reservations or sales coordinator in luxury hotel brand preferred.
Experience with Opera, StayNTouch, Saleforce and Cendyn preferred.
Knowledge of additional language(s) is a bonus.

Responsibilities

Responsible for managing direct inquiries and reservations through completion.
Maintain complete knowledge at all times of: all hotel features, services, and hours of operation
Maintain complete knowledge at all times of: all room types, numbers, layout, decor, appointments, and location
Maintain complete knowledge at all times of: all room rates, special packages, and promotions
Maintain complete knowledge at all times of: daily house count, and expected arrivals and departures
Maintain complete knowledge at all times of: room availability status for any given day
Maintain complete knowledge at all times of: all VIPs guests, special requests or any in-house guest concerns or issues
Maintain complete knowledge at all times of: in-house guest list and be familiar with guests' names and room locations
Maintain complete knowledge at all times of: scheduled in-house group activities, locations, and times
Conduct pre-arrival communication and gathering all pertinent guest information
Ascertain arrival and departure times, methods
Ascertain all guest names and ages if applicable
Ascertain if celebrating special occasion
Ascertain any personal dietary restrictions or preferences
Ascertain any additional special requests (pillow type, ADA access, feather free)
Building and maintaining relationships with guests and with third parties representing guests (travel agencies, personal assistants, concierge teams, etc.).
Capture accurate guest details and preferences on guest stay and communicate to operational team in advance of arrival.
Ability to identify key VIPs and contacts.
Action the arrivals reports, guest preferences, welcome amenities and ensure the operation team is communicated on special requests, guest movements, etc.
Prepare weekly, monthly, quarterly, and annual reports as required.
Assist the VIP Guest Relations Manager in collecting and inputting client/guest account data.
Audits of CRM systems to ensure accurate account data.
Organize and participate in appropriate site and familiarizations as needed.
Conduct site tours when requested by VIP Guest Relations Manager.
Attend sales and industry events/ initiatives as needed.
Implement directives as outlined from VIP Guest Relations Manager and Hotel Manager.
Any other duties as assigned by VIP Guest Relations Manager or Hotel Manager.
May have to assist operations team and/ or cover operational shifts as needed.