CORE Reservations Agent

3 months ago

Santa Barbara, United States Rosewood Hotel Group Full time
Overview: The Core Agent is responsible for all aspects of the resort's reservation inquiries, such as Room, Spa, and dining requests. The agent also ensures that all necessary paperwork and administration are processed and adhered to in a professional and courteous manner. The Core Agent will be responsible for all incoming calls to the main lines and will transfer calls to respective departments.

Essential Duties and Responsibilities:

  • Responsible for monitoring KnowCross escalations and communicating with respective departments.
  • Responsible for handling incoming messages for in-house and internal guests and wake-up call requests
  • Responsible for processing Housekeeping, Laundry and Emergency calls from the guest room via KnowCross and radio.
  • Respond to Rosewood Miramar Reservations, F&B, Sales, and Spa e-mail inquiries.
  • Process Central Reservation Office, Internal Reservations, and Transient Reservations.
  • Communicate with the Guest Relations Manager of any Special Attention or VIP guests and assist GRM in obtaining arrival times for VIPs or Special Attention guests.
  • Process Room reservations made the night prior and address any requests.
  • Cross-reference valid contact telephone numbers and email addresses for all reservations inputted into Open Table and Spa's Reservations Assistant software and ensure the information is in Opera for guests with room reservations.
  • Input reservation information for restaurants and spa reservations in Opera comments
  • Accurately book, change, and cancel spa appointments via Reservations Assistant software.
  • Provide detailed descriptions of spa treatments, F&B offers/packages, services, facility features, and hours of operation.
  • Complete all tasks defined on the relevant shift checklist and sign off when completed.
  • Maintain neat and clean personal appearance, adhering to Rosewood Miramar Beach's wardrobe and grooming standards.
  • Participate in quality control activities.
  • Be aware and adhere strictly to all health and safety procedures.
  • Maintain a clean and safe work area.
  • Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems; follow directions thoroughly; understand a guest's service needs; ability to work well under pressure when handling high volume phone calls and email reservation requests; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Technical Skills: Proficient in Microsoft Office

Language: Required to speak, read and write English, with fluency in other languages preferred.

Physical Requirements: Must be able to exert physical effort in transporting 30 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

Qualifications: Diploma/Some College or an equivalent combination of education and work-related experience.

Experience:
  • Minimum two years experience in a reservations role or similar.
  • Hotel operational exposure (i.e., Spa, F&B, and Reservations) is preferred.
  • Experience with a luxury or ultra-luxury property or brand-preferred.
  • Experience in Opera, Reservations Assistant, and Open Table is a plus but not necessary.

The pay scale for this position is between $21.00 and $22.00/hour plus commissions. This is the pay range for this position that the Hotel reasonably expects to pay.

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