Central Reservations Agent - CORP

Montage International; Utah; On-site; USD 36,000 - 42,000; Full time

Benefits offered by this job

Sign-on bonus

Job summary

Montage International’s Central Reservations Agent serves as the voice of the hotel when guests call to inquire about bookings, handling reservations professionally and courteously.

The role involves inputting guest details in the PMS, coordinating with sales and reception, and upselling to maximize revenue, with a potential shift to hybrid work after 60 days of onsite training.

Qualifications

• High school Diploma or equivalent is required.
• At least 2 years of customer service experience.
• Upscale/luxury hotel experience preferred.
• Excellent telephone etiquette and written/verbal communication skills.
• Proficient with Word, Excel and Outlook.
• Ability to work weekends, nights and holidays as needed.

Responsibilities

• Provide excellent customer service and take reservations using hotel terminology and standards.
• Input and organize reservation information via rooming lists, internet, travel agency requests, and reception with follow-up.
• Maintain logs of special requests and ensure PMS/front office updates.
• Answer inbound calls, direct inquiries by phone and email, and coordinate correspondence.
• Understand hotel selling strategy and inventory status.
• Process rooming lists, changes, and cancellations for group reservations.
• Block rooms and pre-blocks for groups as needed.
• Ensure reservations transfer accurately to PMS/front office systems.
• Upsell hotel rooms to maximize revenue per company policy.
• Know hotel facilities and provide directions to guests.
• Perform other duties as required.
• Note: after 60 days onsite, role may transition to a hybrid work-from-home schedule.

Skills

Customer service

Telephone etiquette

Written communication

Organizational skills

Time management

Adaptability

Flexibility

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Live Your Passion. Add Your Magic.

At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application.

We welcome applicants with disabilities and provide reasonable accommodations as needed to our applicants. Please discuss with our hiring managers during our selection processes.

Summary

The Central Reservations Agent serves as the voice of the hotel when guests first call to inquire about booking. This role requires the Agent to take guest reservations in a professional and courteous manner.

Essential Functions

Job duties include; although are not limited to:

• Providing excellent customer service to all guests and taking reservations using proper hotel verbiage, ensuring to adhere to hotel standards
• Accurately inputting and organizing reservation information via rooming lists, internet, travel agency requests, sales department, and reception with appropriate follow up
• Maintaining accurate logs of special requests and ensuring that requests are blocked in PMS or front office system
• Answering and directing in-bound calls to the hotel and frequently using email and fax systems, coordinating and responding to mailed correspondence
• Understanding the selling strategy for the hotel by knowing the status of room inventory and following it
• Processing rooming lists accurately as well as all changes and cancellations for group reservations
• Controlling and blocking rooms as well as pre-blocks for special groups
• Ensuring that all reservations transferred to PMS or front office system are accurate
• Aggressively selling hotel rooms to maximize transient room revenue using up-selling and yield management techniques per company policy
• Memorizing hotel facilities and giving clear directions to the hotel for inquiring guests
• Ability to perform other duties as required
• **Please keep in mind that after sixty (60) days of on-site work and training, this role may transition to a hybrid work-from-home schedule**

Qualifications

• High school Diploma or equivalent required
• Minimum of two (2) years' experience in a customer service role required
• Previous experience working in an upscale/luxury hotel preferred
• Excellent telephone etiquette and verbal and written communication skills required
• Knowledge of Microsoft Office products such as Word, Excel, and Outlook required
• Enjoy interacting with people in a fast-paced environment
• Excellent organizational and time management skills
• Must possess a positive attitude
• Must be willing to participate in a learning environment
• Must be able to quickly adapt to effectively using new software products
• Must be dependable and available to work a flexible schedule (weekends, nights and/or holidays) based on business demands

Physical Requirements

Most work tasks are performed indoors. Temperature is moderate and controlled by environmental systems. Must be able to sit at a desk for up to 6 hours a day. Walking and standing are occasionally required. Must be able to lift up to 15 lbs. on a regular and continuing basis. This position requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability, and visual acuity.

Sign-On Bonus Eligibility:

This position qualifies for a one time $1,000 sign-on bonus, payable following 90 days of continuous employment. Payment is subject to active employment status and satisfactory performance at the time of payout.

In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.