Reservations Agent

4 weeks ago

Beverly Hills, United States L'Ermitage Beverly Hills Full time

L'Ermitage Beverly Hills stands among the finest of Beverly Hills California luxury hotels, a stately property embodying the spirit of a sophisticated private club and a gracious urban residence. L'Ermitage Beverly Hills L'Ermitage is a 5 star, 5 diamond hotel in the heart of Beverly Hills, offering the personalized touch and familiar ambiance of an exclusive residence.

Job Description:

Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information and assist with all incoming calls to the hotel.

General Responsibilities Include:

  • Accept all telephone inquiries.
  • Convert inquiries into confirmed room reservations.
  • Accurate tracking of regrets and denials.
  • Play a crucial role in room reservation-related data entry (i.e. group rooming lists).
  • Adhere to departmental and property standards and procedures.
  • Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
  • Process all reservation requests, changes and cancellations received by phone, email, internally and through corporate reservations center or travel agencies.
  • Ascertain callers' needs through open-ended questions.
  • Describe room accommodations and all amenities.
  • Obtain all designated information to book a reservation.
  • Accommodate special requests and designate such in system.
  • Access guest history records to best service guests; maintain accurate information in guest history files.
  • Maximize rate for all reservations.
  • Promote and sell hotel packages to callers requesting reservations on designated dates.
  • Accept and convert telephone inquiries for L' Restaurant, & Pool side cabana rentals
  • Verify availability. Suggest alternate dates for sold-out dates.
  • Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
  • Relay accurate information on transportation arrangements from airport to hotel; input and document such requests.
  • Review status of assignments and any follow-up action with on-coming Agent.
  • Perform additional duties, as assigned.
Skills/Knowledge Required:
  • Possess a strong knowledge of Microsoft Word, Outlook and Excel.
  • Previous experience working with Opera.
  • Must have the ability to input data and access information on the computer
  • Preferably has previous experience in Reservations Department at a luxury hotel.
  • Has a strong mathematical aptitude.
  • Possess an eye for the smallest detail and maintains a keen sense of urgency.
  • Communicate clearly, concisely and openly.
  • Exude high energy and demonstrate a knack for building rapport with guests and colleagues.
  • Exhibits organizational abilities & shows a natural skill for multi-tasking, prioritizing & anticipating needs.
  • Maintains a flexible work schedule to meet the business needs of a 24/7 hotel environment.
  • Flexible schedule- must be available to work a variety of shifts
  • Fluency in English both verbally and non-verbally.
  • Provide legible communication and directions.
Ability to:
  • Prioritize and organize.
  • Be a clear thinker, remaining calm and resolving problems using good judgment.
  • Follow directions thoroughly.
  • Understand guest's service needs.
  • Work cohesively with co-workers as part of a team.
  • Work with minimal supervision.
  • Maintain confidentiality of guest information and pertinent hotel data.
Physical Requirements:
  • Remain in stationary position for 7 to 8 hours throughout work shift.
  • Satisfactorily communicate with guests, management and co-workers to their understanding.


Qualification Standards:

Education: College degree preferred.

Experience: One to two years Reservations Agent experience preferred, preferably in a luxury hotel setting.

Licenses or Certificates: none

Grooming: All colleagues must maintain a neat, and well groomed appearance (specific standards will be provided)

Hourly Rate: $24.67

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