Guest Services Reservations Specialist

2 months ago

New York, New York, United States Cipriani Full time
POSITION OVERVIEW:
We are in search of a detail-oriented and customer-centric individual to become a part of our team as a Reservations Agent. This role is vital in facilitating front desk operations by ensuring that hotel room bookings are executed with precision while delivering an exceptional experience for our guests. The Reservations Agent is tasked with providing guest services, managing hotel room bookings, and contributing to the achievement of hotel revenue goals.

KEY RESPONSIBILITIES:
  • Answering incoming inquiries from guests via phone and email in a courteous and professional manner, offering information about the hotel's accommodations, pricing, and services, and assisting with room bookings and questions.
  • Employing the hotel's reservation system to effectively oversee room availability, pricing, and packages, ensuring the system remains accurate and current.
  • Handling room bookings, changes, and cancellations, while providing guests with comprehensive details regarding the booking process, policies, and procedures.
  • Developing and maintaining a personalized pre-arrival experience that enhances guest satisfaction and supports hotel revenue.
  • Promoting room categories and hotel amenities to guests, utilizing knowledge of the hotel's offerings and special deals to optimize revenue.
  • Managing billing and payment processes accurately, ensuring that reservations are confirmed and correct.
  • Maintaining an extensive understanding of the hotel's amenities, services, and local attractions to offer recommendations and information to guests as required.
  • Addressing challenging situations and resolving guest concerns in a timely and professional manner.
  • Collaborating with various departments, including sales, housekeeping, and front desk, to guarantee guests receive outstanding service and to address any issues that may arise.
  • Assisting front desk staff to ensure a seamless and memorable experience for guests by monitoring and communicating guest arrival and departure details, special occasions, preferences, and needs.
  • Keeping accurate and updated records of guest information and bookings, while documenting notes for guest preferences, special requests, and payment details.
  • Aiming to meet and exceed sales targets, striving to enhance revenue and maximize room occupancy.
  • Generating daily reports while completing routine task lists.
  • Adhering to hotel policies, procedures, and standards, including data privacy and security.
  • Inputting sensitive information into our systems, ensuring all guest data is securely stored and protected.
  • Performing switchboard duties, along with other administrative tasks, and directing calls as necessary.
  • Engaging in training and development programs to enhance job skills and knowledge.
  • Carrying out additional duties as assigned by management.
QUALIFICATIONS, EXPERIENCE, AND SKILLS:
  • A bachelor's degree in hospitality management, business administration, or a related field is often preferred.
  • A minimum of 2 years of experience in the luxury hospitality sector, particularly in a reservations role, is typically required.
  • Familiarity with Opera or similar reservation systems is preferred.
  • Knowledge of local attractions, particularly those of interest to tourists.
  • Professional demeanor, strong ethical standards, and the ability to maintain confidentiality.
  • Capability to multitask and prioritize effectively in a fast-paced environment, utilizing software and point-of-sale systems.
  • A sales-oriented mindset, with a goal-driven approach to achieving targets and maximizing revenue.
  • Strong interpersonal skills, with the ability to communicate effectively and professionally with guests, colleagues, and management.
  • Excellent organizational skills and attention to detail.
  • Ability to work independently and collaboratively as part of a team, demonstrating reliability, flexibility, and a positive attitude.
  • Proficiency in basic computer skills, including knowledge of scheduling software.
  • Willingness to work various shifts, including evenings, weekends, and holidays as required.
  • Commitment to maintaining the highest standards of customer service, professionalism, and integrity.
PHYSICAL REQUIREMENTS:
  • Ability to stand for extended periods and work in a dynamic environment.
  • Endurance to handle long hours of standing, walking, and repetitive motions.
  • Capacity to lift and carry objects weighing up to 30 pounds.
  • Flexibility to bend, stoop, reach, and perform physical tasks.
  • Adherence to proper lifting techniques and ergonomics to prevent strain or injury while performing job duties.
INTENT AND FUNCTION OF JOB DESCRIPTIONS:
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer.

Cipriani is an equal opportunity employer.

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