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 professionalism.

You will input reservations, coordinate with the sales department and reception, and strive for high guest satisfaction through accurate and courteous service. The role requires excellent communication and familiarity with hotel software and brand standards.

Qualifications

• High school diploma or equivalent required.
• Minimum of two years of customer service experience preferred.
• Excellent telephone etiquette and verbal and written communication skills required.
• 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, and reception with follow-up.
• Accommodate in-house guest requests to maintain high guest satisfaction.
• Maintain accurate logs of special requests and ensure requests are blocked in PMS or front office system.
• Answer and direct inbound calls, and coordinate with email and fax correspondence.
• Understand selling strategy and monitor room inventory to maximize revenue.
• Process rooming lists and all changes/cancellations for group reservations.
• Prepare group guest lists prior to arrival and manage room blocks for special groups.
• Ensure reservations transfer accurately to PMS/front office system.
• Upsell hotel rooms to drive revenue per company policy.
• Memorize hotel facilities and provide clear directions to guests.

Skills

Customer service

Communication skills

Education

High School Diploma or equivalent

Tools

Microsoft Office (Word, Excel, 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. 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.

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
• 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 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 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.