Reservations Agent

Ensemble
Any Location, CA
Category Customer Service
Job Description
The Reservations 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.

Requirements

  • 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

Benefits

  • 401k Matching
  • Generous Paid Time Off
  • Retirement Plan
  • Relocation Assistance
  • Tuition Reimbursement
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