Reservations Agent - Temporary

Bardessono Hotel and Spa; Yountville (CA); On-site; USD 25,000 - 33,000; Full time

Job summary

Bardessono Hotel and Spa in Yountville, CA seeks a Guest Services Agent to deliver warm, professional service at the front desk. You will handle reservations, answer guest inquiries, and assist with group bookings while maximizing room revenue and average rate using standard rate quotes.

The role requires excellent communication, multitasking, and adherence to hotel standards. Prior hotel experience is required; a high school diploma is mandatory, with college coursework in related fields

Qualifications

• Must maintain warm and friendly demeanor at all times.
• Must be able to communicate effectively verbally and in writing with guests and staff.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Must attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with hotel standards.

Responsibilities

• Handle reservations and enter bookings into the computer per SOPs.
• Communicate availability to wholesalers and coordinate with Sales for group bookings.
• Answer guest inquiries about hotel services, facilities and hours of operation.
• Upsell rooms and maximize revenue using standard rate quotes.
• Support front desk operations and assist guest services as needed.

Skills

Guest service

Communication

Multitasking

Attentive service

Education

High School diploma or equivalent

College coursework in related field

Tools

Reservation system

Multiple computer programs

Job description

• High School diploma or equivalent required.
• Experience in a hotel is required.
• College course work in related field helpful.

Physical requirements:

• Flexible and long hours sometimes required.
• Sedentary work - Exerting up to 10 pounds of force occasionally, and/or negligible amounts of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

General requirements:

• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Wyndham Hotel Group Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Wyndham Hotel Group Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Must have demonstrated ability to use multiple computer programs of varying levels of complexity.
• Perform other duties as requested by management.
• Answer all incoming calls promptly, in an attentive, courteous and efficient manner.
• Answer guest inquiries about hotel services, facilities and hours of operation.
• Book room reservations while focusing on maximizing room revenue and average rate using standard rate quoting scenario at all times. Up sell rooms when possible.
• Enter reservations into the computer according to standard operating procedures.
• Communicate and work closely with the Sales Department to build group blocks and enter group bookings.
• Maintain availability calendar and communicate all relevant information to the Front Desk staff.
• Maintain accurate files and reports.
• Handle all special reservations, to include V.I.P. reservations, packages and discounts.
• Monitor daily sales activity and alert front office team of sold out nights, group status and possible problem situations.
• Post no-show revenue daily, if required at property.
• Be able to perform all duties of Guest Services Agent and assist at front desk as required by Hotel Management.
• Communicate availability to wholesalers.
• Call for occupancy at area hotels.
• File reservations and group contracts.
• Review Reservations logbook and Guest Request log on a daily basis.
• Send confirmations.
• Process brochure requests.
• Assist with processing travel agent commissions as requested.

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Equal Opportunity Employer
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