Upscale Reservations Specialist

Montage Laguna Beach; San Diego (CA); On-site; USD 23,000 - 32,000; Full time

Job summary

Montage International is seeking a Reservations Agent in the United States to be the voice of the hotel when guests inquire about bookings. You will take reservations with professionalism and courtesy, ensuring accurate data entry and high guest satisfaction.

Responsibilities include inputting rooming lists, managing inventory, answering calls and emails, and upselling to maximize revenue. A high school diploma and two years of customer service experience are required, with upscale-hotel

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 that 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.

Skills

Customer service experience

Telephone etiquette

Verbal and written communication

Attention to detail

Education

High school diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

Montage International is seeking a Reservations Agent in the United States to be the voice of the hotel when guests inquire about bookings. You will take reservations with professionalism and courtesy, ensuring accurate data entry and high guest satisfaction.

Responsibilities include inputting rooming lists, managing inventory, answering calls and emails, and upselling to maximize revenue. A high school diploma and two years of customer service experience are required, with upscale-hotel