Reservations Agent

The Maybourne Beverly Hills

Beverly Hills (CA)

On-site

USD 42,000 - 60,000

Full time

2 hours ago

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Benefits offered by this job

Company matched 401(k)

Health Savings Plan

Flexible Spending

Paid Holidays

Paid Time Off

Employee Assistance Program

Free Parking

Employee Recognition Programs

Colleague meals

Referral Incentive program

Job summary

The Maybourne Beverly Hills is seeking a Reservation Agent to join our reservations team in Beverly Hills, CA. You will handle inquiries, assist with booking accommodations, and provide guests with information to enhance their stay.

Ideal candidates bring at least two years of customer service experience, strong communication, and a professional demeanor. This role requires weekend/night availability and a focus on delivering the luxury guest experience.

Qualifications

High school diploma or equivalent required.
Minimum of two years’ experience in a customer service role.
One-year experience at front desk or reservations for a luxury hotel preferred.
Knowledge of hospitality sales, marketing, and revenue management functions.
Excellent telephone etiquette and verbal and written communication skills.

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 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.
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

Telephone etiquette

Communication skills

Microsoft Office

Team player

Education

High school diploma

Tools

Opera

Pegasus

Mitel

Sertifi

Cendyn

OpenTable

Job description

The Maybourne Beverly Hills Hotel invites you to explore opportunities to push your creativity and be outstanding in a career that will bring out your craft and passion. We look for people that will share our vision and help bring it to life. If this is something you want to be a part of, we look forward to receiving your application.

Summary of Position

As a reservation agent, you will be a vital part of our reservations department, responsible for handling reservations inquiries, assisting with booking accommodations, and providing valuable information to enhance our guests’ stay.

Roles and 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 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
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

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
Preferred working knowledge of Opera, Pegasus, Mitel, Sertifi, Cendyn, Onyx, and Open Table
Must be dependable and available to work within the hotel on weekends, nights, and/or holidays based on business demands.
Must possess a good attitude, attention to detail, and ability to work well under pressure
Demonstrative experience working in a highly professional, multi-tasking environment and possessing outstanding interpersonal skills.
Polished and professional demeanor in person, online, and via phone
Must be a team player and treat colleagues with respect and the highest level of professionalism

Physical Requirements

Prolonged periods of sitting at a desk and working on a computer.
Possible prolonged periods of standing.
Must be able to lift 15 pounds at times.
The job may require working in a fast-paced and sometimes high-pressure environment.

Equal Opportunity Employer:

Maybourne is proud to be an Equal Employment Opportunity. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Job applicants with disabilities who need assistance or an accommodation in order to apply for a position (or their representative) should contact the HR department directly.

Vision

Leading the future of luxury lifestyle; curating distinctive and enriching experiences.

Purpose

Creating Stories of Distinction

The Maybourne Mindset

Stay two steps ahead
Make the magic happen

Who you would be working for

Maybourne Hotel Group owns and manages Claridge's, The Connaught, The Berkeley, The Maybourne Riviera, The Emory and The Maybourne Beverly Hills – six of the world's most renowned luxury hotels.

Our hotels have histories that stretch back over a century. And, while each one retains its timeless appeal and individual nature, we are committed to ensuring they are always in tune with the wants and wishes of today’s discerning guests.

A warm welcome and cool spirit define The Maybourne Beverly Hills, the newest member of our hotel family. Blending our signature service style with the energy of Beverly Hills, expect culinary creativity and contemporary comfort, all wrapped up in a landmark location. The Maybourne Beverly Hills is California, through and through.

Company Benefits