Luxury Hotel Reservations Agent & Guest Concierge

Appellation; Healdsburg (CA); On-site; USD 24,796 - 33,062; Full time

Job summary

Appellation Healdsburg seeks a Reservations Agent to be the voice of the property, handling hotel and restaurant reservations, in-room dining orders, and guest inquiries. You will manage multiple outlets, ensure accurate bookings, and deliver concierge-level information to guests.

The role requires excellent communication, strong telephone etiquette, and the ability to multitask in a fast-paced luxury environment. On-site presence is required in Healdsburg, California.

Qualifications

• High school diploma or equivalent required.
• Previous experience in hotel reservations, call center operations, customer service, or hospitality preferred.
• Experience in luxury hotel environment is a plus.
• Restaurant service or food & beverage experience beneficial.

Responsibilities

• Process hotel reservations, modifications, cancellations in Maestro.
• Manage room inventory and rate coordination with revenue management.
• Handle restaurant reservations and special events bookings.
• Take in-room dining orders and coordinate with kitchen and service staff.
• Serve as primary telephone operator and direct calls to departments.
• Provide concierge-level information about the property and local area.
• Maintain guest profiles and accurate booking records.
• Handle guest complaints professionally and escalate when needed.

Skills

Communication skills

Telephone etiquette

Multitasking

Organizational skills

Certification (Smart Serve/RBS)

Education

High school diploma or equivalent

Tools

Maestro (PMS)

Toast POS

Alice guest requests

Microsoft Office/Teams

Multi-line phone systems

Job description

Appellation Healdsburg seeks a Reservations Agent to be the voice of the property, handling hotel and restaurant reservations, in-room dining orders, and guest inquiries. You will manage multiple outlets, ensure accurate bookings, and deliver concierge-level information to guests.

The role requires excellent communication, strong telephone etiquette, and the ability to multitask in a fast-paced luxury environment. On-site presence is required in Healdsburg, California.