Luxury Reservations Specialist — Drive Exceptional Guest Experiences

The Maybourne Beverly Hills; Beverly Hills (CA); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical Insurance

401(k) Plan

Paid Holidays

Paid Time Off

Employee Assistance Program

Parking

Colleague Meals

Employee Recognition Programs

Job summary

The Maybourne Beverly Hills is seeking an exceptional Reservations Agent to join our Reservations team. You will handle inquiries, assist with bookings, and provide information to enhance guests’ stays at our luxury hotel in Beverly Hills.

You will input reservations, manage rooming lists, respond to requests, and collaborate with Sales and Revenue Management to optimize inventory and guest satisfaction. A professional demeanor and strong communication are essential.

Qualifications

• High school diploma or equivalent required.
• Minimum of two (2) years’ experience in a customer service role required.
• One-year experience working either at the front desk or in the reservations department for a luxury hotel.
• Knowledge of hospitality sales, marketing, and other revenue management functions to include research, planning, market positioning, market segments, internal marketing, distribution channels, sales management, reservations, and yield management.
• Excellent telephone etiquette and verbal and written communication skills required.
• Good cognitive skills; the ability to solve problems and make rational decisions.
• Knowledge of Microsoft Office products such as Word, Excel, and Outlook required.

Responsibilities

• 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
• Accommodating in-house guest requests, ensuring a high level of guest satisfaction
• 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
• Preparing group guest lists prior to arrival
• Controlling and blocking rooms as well as pre-blocks for special groupsEnsuring 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
• Coordinate required departmental training for reservations team to include newly hired agents
• Coordinate attendance of scheduled departmental meetings in the absence of the manager
• Act as the main resource for reservation agents in need of assistance
• Be the primary liaison for internal reservation communications from Sales, Executive Office, Group and Revenue Management Team

Skills

Customer service

Phone etiquette

Communication skills

Microsoft Office

Team player

Education

High school diploma or equivalent

Tools

Opera

Pegasus

Mitel

Sertifi

Cendyn

Open Table

Job description

The Maybourne Beverly Hills is seeking an exceptional Reservations Agent to join our Reservations team. You will handle inquiries, assist with bookings, and provide information to enhance guests’ stays at our luxury hotel in Beverly Hills.

You will input reservations, manage rooming lists, respond to requests, and collaborate with Sales and Revenue Management to optimize inventory and guest satisfaction. A professional demeanor and strong communication are essential.