Reservations Agent

Casa Cipriani New York; New York (NY); On-site; USD 42,000 - 64,000; Full time

Job summary

Casa Cipriani New York is seeking a Reservation Agent to support room reservations and revenue management. You will respond to guest calls and emails, provide information on rooms, rates, and services, and ensure accurate, secure handling of guest data.

You will manage availability and pricing in the CRS/GDS, process reservations, modifications, and cancellations, and upsell rooms and hotel services to maximize revenue while delivering exceptional service.

Qualifications

• Bachelor's degree in hospitality management, business administration, or related field preferred.
• Several years in hospitality reservations or sales.
• Excellent communication and interpersonal skills.
• Proficiency with central reservation systems (CRS), GDS, and MS Office.
• Ability to sell rooms, packages, and services.
• Strong organizational skills and attention to detail.
• Professional and confidential handling of guest information.

Responsibilities

• Respond to incoming calls and emails from guests with prompt, friendly, and professional service.
• Manage room availability, rates, and packages in CRS/GDS.
• Process reservations, modifications, and cancellations and explain policies.
• Upsell room categories and hotel services to maximize revenue.
• Maintain accurate guest records and protect data privacy.

Skills

Customer service

Sales & negotiation

Organization

Problem solving

Teamwork

Professionalism

Verbal & written communication

Flexibility

Education

Bachelor's degree in hospitality management or related field

Tools

CRS

GDS

Microsoft Office

Job description

At Casa Cipriani, the reservation agent is responsible for performing a variety of customer service and administrative duties to support the hotel's room reservation and revenue management objectives.

Essential Functions and Responsibilities of the job include but are not limited to:

• Responding to incoming calls and emails from guests in a prompt, friendly and professional manner, providing information about the hotel's rooms, rates, and services, and assisting with room reservations and inquiries. Ensure that all customer data is properly stored and protected.
• Utilizing the hotel's reservation system to efficiently manage room availability, rates, and packages, ensuring that the system is updated and accurate at all times.
• Processing room reservations, modifications, and cancellations, and providing guests with detailed information about the reservation process, policies, and procedures.
• Create and maintain an upscale and personalized pre-arrival process that improves the guests’ experience and the hotel revenue.
• Up-selling room categories and hotel services to guests, leveraging knowledge of the hotel's facilities, services, and special promotions to maximize revenue.
• Ensuring accurate billing and payment processes: You will be responsible for ensuring that the reservation is secured and correct.
• Maintaining a high level of knowledge about the hotel's facilities, services, and local attractions, and providing recommendations and information to guests as needed.
• Excellent organizational skills and attention to detail
• Ability to handle challenging situations and resolve customer complaints in a professional and timely manner.
• Collaborating with other departments, such as sales, housekeeping, and front desk, to ensure guests receive exceptional service and to resolve any issues that may arise.
• Ensuring that you are retrieving all the necessary relevant information to support the front staff in creating smooth and memorable experiences (arrival and departure time, special occasions, needs and preferences)
• Maintaining accurate and up-to-date records of guest information and reservations, including guest preferences, special requests, and payment information.
• Meeting and exceeding sales goals and targets, and actively seeking opportunities to increase revenue and maximize room occupancy.
• Adhering to hotel policies, procedures, and standards, including data privacy and security, and ensuring that all guest information is kept confidential.
• Should be knowledgeable, understanding, and adhere to Company Core Values and Mission Statement. Must lead by example.
• Perform Switchboard duties and direct calls as needed.
• Participating in training and development programs to improve job skills and knowledge.
• Performing other duties as assigned by the management team.
• Sales-oriented mindset, with a goal-driven approach to achieving targets and maximizing revenue.
• Flexibility to work varying shifts, including evenings, weekends, and holidays, as needed.
• Ability to work independently and as part of a team in a fast-paced and dynamic environment.

Qualifications:

• Education: A bachelor's degree in hospitality management, business administration, or a related field is often preferred.
• Work experience: Several years of experience in the hospitality industry, particularly in a reservations or sales role, is usually required.
• Customer service skills: Excellent communication and interpersonal skills, as well as a strong customer-focused approach, are critical in ensuring guest satisfaction.
• Technical skills: Proficiency in computer systems and software, including central reservation systems (CRS), global distribution systems (GDS), and Microsoft Office, is important.
• Sales and negotiation skills: The ability to sell rooms, packages, and services to potential guests, and negotiate rates and packages, is essential.
• Organizational skills: The ability to prioritize tasks, manage multiple tasks simultaneously, and maintain attention to detail is crucial.
• Problem-solving skills: The ability to analyze and resolve guest complaints, resolve conflicts, and make decisions under pressure is necessary.
• Financial management skills: An understanding of budgeting, forecasting, and revenue management, as well as the ability to analyze financial reports, is desirable.
• Teamwork: A strong ability to work collaboratively with other departments, such as front office, housekeeping, and food and beverage, is essential.
• Professionalism and integrity: A professional demeanor, strong ethical standards, and the ability to maintain confidential information is expected.
• Refined verbal and written communication skills.
• Minimum 2 years of progressive experience in a hotel or a related field requirement.
• Ability to work overnight, weekends, and holidays.
• Ability to stand or walk for long periods of time.
• Must be able to lift, push, and pull items up to 40 pounds.

All job requirements in the job description provided indicate the minimum level of knowledge, skills, and/or abilities deemed necessary to perform the job competently. Job description is an overview of the duties, responsibilities, and requirements of the position. Employees may be required to perform other job-related assignments as requested.