Upscale Hotel Reservations Agent

Montage Hotels & Resorts; Laguna Beach (CA); On-site; USD 26,000 - 34,000; Full time

Job summary

Montage International in Laguna Beach is seeking a Reservations Agent to serve as the voice of the hotel, taking guest reservations with professionalism and courtesy. You will input and organize reservation data across rooming lists, travels, and sales, while upholding the hotel’s standards and guest satisfaction.

The role requires strong customer service experience, excellent communication skills, and proficiency in Microsoft Office.

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.

Responsibilities

• 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.

Skills

Customer service

Telephone etiquette

Verbal communication

Written communication

MS Office

Education

High school diploma

Tools

Microsoft Office

Job description

Montage International in Laguna Beach is seeking a Reservations Agent to serve as the voice of the hotel, taking guest reservations with professionalism and courtesy. You will input and organize reservation data across rooming lists, travels, and sales, while upholding the hotel’s standards and guest satisfaction.

The role requires strong customer service experience, excellent communication skills, and proficiency in Microsoft Office.