Reservations Agent (FT)

Montage International; San Diego (CA); On-site; USD 23,000 - 32,000; Full time

Job summary

Montage International in San Diego seeks a Reservations Agent to be the voice of the hotel, handling guest inquiries and reservations with professional courtesy.

Responsibilities include accurate data entry, accommodating guest requests, and upselling rooms while following company policy. This role requires strong communication and familiarity with PMS/front office systems.

Qualifications

• High school diploma or equivalent required.
• Minimum of two years’ experience in a customer service role required.
• Excellent telephone etiquette and verbal and written communication skills required.
• Knowledge of Microsoft Office products (Word, Excel, Outlook) required.
• Previous experience in upscale hotel environment preferred.

Responsibilities

• Take guest reservations using proper hotel verbiage and adhere to hotel standards.
• Input and organize reservation information via rooming lists, internet, travel agency requests, sales, and reception with follow up.
• Accommodate in-house guest requests to ensure high guest satisfaction.
• Maintain logs of special requests and ensure PMS/front office system reflects changes.
• Upsell hotel rooms to maximize transient revenue per policy.

Skills

Telephone etiquette

Verbal communication

Written communication

Education

High school diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Live 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.

We welcome applicants with disabilities and provide reasonable accommodations as needed to our applicants. Please discuss with our hiring managers during our selection processes.

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

• 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
• Receiving and placing In-Room Dining orders, understanding the IRD menu and being knowledgeable of menu requests.

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 preferredExcellent 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 this position is $20.00/hr. *The pay scale is the base salary 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.

At Montage Hotels & Resorts and Pendry Hotels, we’re committed to delivering extraordinary, personalized and authentic experiences. How we get there is by empowering our associates to think creatively. Grow their talents. Encourage them to have fun. And allow them to follow their passion in creating moments guests will long remember. At Montage and Pendry, opportunities for career growth are bountiful, and training programs are open to those seeking advancement. We encourage all of our associates to continuously learn and grow. Working at Montage and Pendry is more than a job; it’s a way of life.