Sales Reservations Coordinator

The Maybourne Beverly Hills

Beverly Hills (CA)

On-site

USD 57,308,160 - 77,145,600

Full time

14 days+

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Benefits offered by this job

Company matched 401(k) plan

Company matched Health Savings Plan

Flexible Spending

Paid Holidays

Paid Time Off

Employee Assistance Program

Free Parking

Employee Recognition Programs

Colleague meals

Colleague Referral Incentive program

Job summary

The Maybourne Beverly Hills is seeking a Sales Reservations Agent to join the Reservations Department, handling Corporate, Entertainment, Middle East and Leisure inquiries, and supporting Group Coordinators. You will also assist with day-to-day Reservations Department tasks to ensure seamless operations.

Responsibilities include providing exceptional guest service, inputting reservations accurately, and collaborating with Sales and Revenue teams to optimize room revenue.

Qualifications

High school diploma or equivalent required.
Minimum of two years in a customer service role.
Experience at the front desk or in reservations for a luxury hotel is preferred.
Knowledge of hospitality sales, marketing and revenue management functions.
Excellent telephone etiquette and both verbal and written communication skills.
Proficiency in Microsoft Office (Word, Excel, Outlook).
Preferred knowledge of Opera, Pegasus, Mitel, Sertifi, Cendyn, OpenTable.

Responsibilities

Provide exceptional guest service by taking reservations with proper hotel verbiage and standards.
Prioritize and process reservation inquiries from the Sales Department (Corporate, Entertainment, Middle East, Leisure).
Assist with group tasks and daily activity reports.
Input Spa and Dining reservations accurately in the PMS/Front Office system.
Support Group Coordinators with reservation requests and follow-ups.
Manage room inventory and upsell to maximize transient revenue.
Coordinate training for Reservations Team and onboard new agents.
Serve as liaison between Sales, Executive Office, Group Sales and Revenue Management.

Skills

Customer service

Telephone etiquette

Verbal communication

Written communication

Cognitive skills

Team player

Professional demeanor

Attention to detail

Pressure management

Education

High school diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Opera

Pegasus

Mitel

Sertifi

Cendyn

OpenTable

Job description

Summary of Position

As a Sales Reservations Agent, you will be a vital part of the Reservations Department, specializing in sales-related reservation responsibilities, including handling Corporate, Entertainment, Middle East, and Leisure reservation inquiries, as well as supporting Group Coordinators. This role is not limited to sales reservations and also supports the day-to-day functions of the Reservations Department.

Roles and Responsibilities

Core functions of the position, but are not limited to the following;

Provide exceptional customer service to all guests by taking reservations using proper hotel verbiage and adhering to hotel standards.
Prioritize and process reservation inquiries from the Sales Department, including:
- Corporate Negotiated
- Entertainment
- Middle East
- Leisure
Assist with administrative group tasks (profile merging, country code updates, etc.)
Complete daily activity and arrival reports.
Perform daily data integrity audits, including the GEO Code Report and profile merging.
Support Group Coordinators with reservation-related requests and follow-up as needed.
Accurately input Spa and Dining reservations.
Accommodate in-house guest requests while ensuring a high level of guest satisfaction.
Maintain accurate logs of special requests and ensure they are properly noted and blocked in the PMS or Front Office System.
Answer and direct inbound calls to the hotel, while responding to guest inquiries via email, fax, and mailed correspondence.
Understand the hotel's sales strategy by monitoring room inventory and following established selling guidelines.
Control room inventory by blocking and pre-blocking rooms for special groups and guest requests.
Ensure all reservations transferred to the PMS or Front Office System are accurate.
Maximize transient room revenue by actively selling hotel rooms through upselling and yield management techniques in accordance with company policy.
Maintain a thorough knowledge of hotel facilities and provide accurate directions and information to guests.
Coordinate required departmental training for the Reservations Team, including onboarding and training newly hired agents.
Serve as the primary resource for Reservation Agents requiring assistance.
Act as the primary liaison for reservation-related communications between the Sales Department, Executive Office, Group Sales, and the Revenue Management Team.

Qualifications

High school diploma or equivalent required
Minimum of two (2) years’ experience in a customer service role required
One-year experience working either at the front desk or in the reservations department for a luxury hotel
Knowledge of hospitality sales, marketing, and other revenue management functions to include research, planning, market positioning, market segments, internal marketing, distribution channels, sales management, reservations, and yield management.
Excellent telephone etiquette and verbal and written communication skills required
Good cognitive skills; the ability to solve problems and make rational decisions
Knowledge of Microsoft Office products such as Word, Excel, and Outlook required
Preferred working knowledge of Opera, Pegasus, Mitel, Sertifi, Cendyn, Onyx, and Open Table
Must be dependable and available to work within the hotel on weekends, nights, and/or holidays based on business demands.
Must possess a good attitude, attention to detail, and ability to work well under pressure
Demonstrative experience working in a highly professional, multi-tasking environment and possessing outstanding interpersonal skills.
Polished and professional demeanor in person, online, and via phone
Must be a team player and treat colleagues with respect and the highest level of professionalism

Physical Requirements

Prolonged periods of sitting at a desk and working on a computer.
Possible prolonged periods of standing.
Must be able to lift 15 pounds at times.
The job may require working in a fast-paced and sometimes high-pressure environment.

Equal Opportunity Employer:

Maybourne is proud to be an Equal Employment Opportunity. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Job applicants with disabilities who need assistance or an accommodation in order to apply for a position (or their representative) should contact the HR department directly.

Vision

Leading the future of luxury lifestyle; curating distinctive and enriching experiences.

Purpose

Creating Stories of Distinction

The Maybourne Mindset

Stay two steps ahead
Make the magic happen

Who you would be working for

Maybourne Hotel Group owns and manages Claridge's, The Connaught, The Berkeley, The Maybourne Riviera, The Emory and The Maybourne Beverly Hills - six of the world's most renowned luxury hotels.

Our hotels have histories that stretch back over a century. And, while each one retains its timeless appeal and individual nature, we are committed to ensuring they are always in tune with the wants and wishes of today’s discerning guests.

A warm welcome and cool spirit define The Maybourne Beverly Hills, the newest member of our hotel family. Blending our signature service style with the energy of Beverly Hills, expect culinary creativity and contemporary comfort, all wrapped up in a landmark location. The Maybourne Beverly Hills is California, through and through.

Company Benefits