Reservations Agent

Job Overview

The Maybourne Beverly Hills Hotel invites you to explore opportunities to push your creativity and be outstanding in a career that will bring out your craft and passion. We look for people that will share our vision and help bring it to life. If this is something you want to be a part of, we look forward to receiving your application.

Summary of Position

As a Reservations agent, you will be a vital part of our reservations department, responsible for handling reservations inquiries, assisting with booking accommodations, and providing valuable information to enhance our guests’ stay.

Roles and Responsibilities

Job duties include; although are not limited to:

• 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
• Coordinate required departmental training for reservations team to include newly hired agents
• Coordinate attendance of scheduled departmental meetings in the absence of the manager
• Act as the main resource for reservation agents in need of assistance
• Be the primary liaison for internal reservation communications from Sales, Executive Office, Group and 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.

How you Demonstrate your Talent

The guests of The Maybourne Beverly Hills are our top priority. We take great pride to ensure that each and every guest has the most memorable experience that is enhanced by going the extra mile through providing the world-class service our hotels are known for.

1. Go the EXTRA mile in our efforts
2. Be RESPECTFUL to our guests and colleagues
3. Deliver service in a CARING fashion
4. Be OUTSTANDING
5. Express your own personality – Create your LEGACY
6. Be your NATURAL SELF – Be genuine and sincere with the guest and colleagues

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:

• Medical/Dental/Vision Insurance
• Company matched 401(k) plan
• Company matched Health Savings Plan
• Flexible Spending
• Paid Holidays
• Paid Time Off

• Paid Sick Leave
• Employee Assistance Program
• Parking
• Employee Recognition Programs
• Colleague meals
• Colleague Referral Incentive program

*The Maybourne Beverly Hills participates in E-Verify.*