Reservations Agent - The Langham, Boston

Chuan Spa; Boston (MA); On-site; USD 47,000 - 50,000; Full time

Job summary

The Langham, Boston is seeking an attentive Reservations professional to join our team. You will handle inquiries, convert them into bookings, and upsell room experiences while maintaining accuracy across all reservations.

Work closely with Front Office, Housekeeping, Sales and Guest Relations to ensure flawless guest experiences. A 2-year degree and hospitality background are preferred; strong English communication is essential.

Qualifications

• 2-year degree minimum; hotel experience preferred.
• Luxury hotel/reservations/call center experience preferred.
• PMS and reservations experience preferred.
• Strong computer proficiency; excellent English communication.

Responsibilities

• Answer inquiries promptly with focus on converting to a reservation.
• Maximize sales through upselling and hotel knowledge.
• Respond to internal and external inquiries within 24 hours.
• Ensure accuracy of reservations, group blocks, and VIPs.
• Maintain files, reports and SOPs; communicate policies.
• Collaborate with Front Office, Housekeeping, Sales and others.
• Identify revenue opportunities and upsell guest experiences.
• Provide professional written, phone and digital guest service.

Skills

Reservations experience

Upselling

Communication skills

Education

2-year degree minimum

Tools

PMS experience

Reservations software

Job description

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying'nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

The Langham, Boston

is one of the city's most historic hotels and one of the most iconic luxury hotels in the US. You will be part of a passionate & talented team who will drive excellence in guest experience and the overall success of the Reservations Department in alignment with the culture and values of Langham Hospitality Group.

Key Responsibilities:

• Answer all inquiries in a timely manner with focus on converting into a reservation, while following company service standards.
• Maximize sales through upselling and having complete knowledge of the hotel to assist and anticipate guests' needs.
• Respond to both internal and external reservation inquiries within 24 hours.
• Ensure accuracy of room reservations and requests, general inquiries, maintaining group blocks and VIP reservations.
• Maintain accurate files, reports and SOPs.
• Know, understand and communicate applicable deposit, guarantee and cancellation policies as requested.
• Complete daily checklist and ensure tasks are completed efficiently and accurately, and assist team as needed.
• Support Reservations Manager in day to day operation of department, monitor inventory and alert Manager of any urgent demand trends.
• Collaborate with various departments to ensure flawless execution and participate in solving problems with other departments.
• Recommend room upgrades, packages, and hotel experiences.
• Identify revenue opportunities while maintaining guest satisfaction.
• Identify opportunities for reservation upsells.
• Respond professionally through telephone, email, and all digital channels and takes ownership of guest requests until fully resolved.
• Works closely with Front Office, Housekeeping, Sales, Engineering and Guest Relations .
• Ensures all departments receive accurate reservations information to enhance seamless guest experience.
• Due to the cyclical nature of sales, work schedule may vary to reflect the business needs of the hotel/clients.

Qualifications:

• 2-year degree minimum and hotel experience preferred.
• Luxury hotel, Front Office, Reservations, Call Center, or Sales experience preferred.
• PMS and reservations experience preferred.
• Strong computer proficiency required
• Excellent communication skills in both written and spoken English. Communicates openly and clearly, develops positive working relationships at all levels and manages conflict effectively.
• Legally authorized to work in the United States

Pay Range:

• $34.20 - $34.50 per hour

For more information about the property, please visit: https://www.langhamhotels.com/en/the-langham/boston/