Reservations Agent

Montage International; Laguna Beach (CA); Hybrid; USD 29,000 - 32,000; Full time

Job summary

Montage International is seeking a Reservations Agent to serve as the voice of the hotel when guests inquire about bookings. You will input reservations accurately, handle in-house requests, and coordinate with the sales and front office teams to ensure guest satisfaction.

The role requires excellent telephone etiquette and strong written and verbal communication skills, with preference for those with experience in upscale hospitality and proficiency in Microsoft Office.

Qualifications

• High school diploma or equivalent required.
• Minimum two years of experience in a customer service role.
• Experience in upscale hotel environment preferred.
• Proficient in Word, Excel, and Outlook.
• Knowledge of Microsoft Office products such as Word, Excel, and Outlook required.

Responsibilities

• Provide excellent customer service to guests and take reservations using proper hotel verbiage.
• Input and organize reservation information via rooming lists, internet, travel agency requests, sales, and reception.
• Respond to guest inquiries via phone, email, and fax with timely follow-up.
• Input and update group reservations, changes, and cancellations in PMS/front office systems.
• Upsell hotel rooms to maximize revenue following company policy and yield management techniques.
• Understand selling strategy for the hotel by knowing room inventory status and following it.
• Process rooming lists and changes/cancellations for group reservations.
• Prepare group guest lists prior to arrival and manage room blocks for special groups.
• Ensure reservations transfer to PMS/front office system accurately and up-sell to maximize revenue.

Skills

Customer service

Upselling

Verbal communication

Written communication

Upselling

Education

High school Diploma or equivalent

Tools

Microsoft Office

Microsoft Excel

Outlook

Job description

## Reservations AgentApply: USA - CA - Laguna Beach: Full time: Posted Today: R43841Live 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. ****If you are an internal applicant, please log into Workday and apply for your application to be considered.********Please**** **Click Here******to apply internally.******Reservations Agent*****SUMMARY***The Reservations Agent serves as the voice of the hotel when guests first call or visit the property 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* 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***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 hotel preferred* Excellent telephone etiquette and verbal and written communication skills required* Knowledge of Microsoft Office products such as Word, Excel, and Outlook required***PHYSICAL REQUIREMENTS***Most work tasks are performed indoors. Temperature is moderate and controlled by hotel 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.The pay scale for Reservations Agent is $22.00. The pay scale is the base salary or hourly wage range, exclusive of incentive pay such as commissions, piece rates, gratuities, and the like, that Montage reasonably expects to pay for the position.*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.*