Luxury Reservations Specialist

Kennebunkport Resort Collection; Beverly Hills (CA); Presencial; USD 42.000 - 52.000; Jornada completa

Descripción de la vacante

LErmitage Beverly Hills is seeking a Reservations Agent to deliver warm, personalized service and manage all aspects of reservations. You will verify availability and rates, handle inquiries, and coordinate with front desk, housekeeping, and sales to ensure a seamless guest experience.

The role emphasizes upselling opportunities, accurate reservation records, and maintaining confidentiality and professional communication in a luxury hotel environment. Strong hospitality passion is essential.

Formación

• 2+ years direct customer service experience in a hotel/lodging environment preferred.
• Available and willing to work flexible hours, including weekends and holidays.
• High School diploma or GED required.
• Proficient with computers and learning technical systems (MS Office; PMS experience, e.g., Opera or similar).
• Strong understanding of lodging operations, reservations, guest service etiquette, rates, packages, groups, and restrictions.
• Demonstrates leadership qualities with a positive team-focused attitude.
• Successful completion of a satisfactory background check.
• Excellent communication, organizational, and problem-solving skills.
• Demonstrates enthusiasm for guest service excellence and upselling when appropriate.
• Ability to prioritize, multi-task, and stay calm under pressure.

Responsabilidades

• Provide telephone services for guests, vendors, and all incoming inquiries and direct calls to the appropriate personnel.
• Manage reservations using the hotel's property management system, ensuring accuracy and attention to detail.
• Provide accurate information regarding room types, suites, availability, rates, and hotel amenities.
• Respond to guest requests promptly, assess needs, and offer helpful information and local recommendations.
• Communicate with and welcome guests in a hospitable manner; ensure needs are met.
• Create and accept hotel and restaurant reservations from all channels following standard protocols.
• Resolve customer complaints with high hospitality standards and escalate when needed.
• Coordinate with online travel partners, tour operators, and other distribution channels.
• Upsell where appropriate and collaborate with the Sales team.
• Assist in training new staff as requested and participate in meetings and trainings.

Conocimientos

Customer service

Flexible hours

Communication skills

Problem solving

Team leadership

Upselling ability

Educación

High School diploma/GED

Herramientas

MS Office

Opera PMS

Opera PMS (hotel reservations)

Descripción del empleo

LErmitage Beverly Hills is seeking a Reservations Agent to deliver warm, personalized service and manage all aspects of reservations. You will verify availability and rates, handle inquiries, and coordinate with front desk, housekeeping, and sales to ensure a seamless guest experience.

The role emphasizes upselling opportunities, accurate reservation records, and maintaining confidentiality and professional communication in a luxury hotel environment. Strong hospitality passion is essential.