Guest Reservation Specialist

2 weeks ago

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

L'Ermitage Beverly Hills is recognized as one of the premier luxury hotels in Beverly Hills, California, embodying the essence of an elegant private club and a refined urban dwelling. This esteemed establishment is a 5-star, 5-diamond hotel, providing a personalized experience akin to that of an exclusive residence.

Position Overview:

The Reservations Agent is responsible for delivering prompt, courteous, and efficient management of all guest room reservation requests, modifications, cancellations, and inquiries, while also assisting with incoming communications to the hotel.

Key Responsibilities Include:

  • Handle all telephone inquiries professionally.
  • Convert inquiries into confirmed room bookings.
  • Maintain accurate records of regrets and denials.
  • Contribute significantly to data entry related to room reservations (e.g., group rooming lists).
  • Follow departmental and property standards and procedures diligently.
  • Answer calls within a designated timeframe, employing appropriate greetings and telephone etiquette.
  • Process all reservation requests, modifications, and cancellations received via phone, email, or through travel agencies.
  • Identify callers' needs through open-ended questions.
  • Provide detailed descriptions of room accommodations and available amenities.
  • Gather all necessary information to secure a reservation.
  • Accommodate special requests and document them in the system.
  • Access guest history records to enhance service delivery; ensure accurate information is maintained in guest files.
  • Maximize revenue for all reservations.
  • Promote and sell hotel packages to callers inquiring about reservations.
  • Process inquiries for dining and cabana rentals.
  • Verify availability and suggest alternative dates when necessary.
  • Explain guarantee and cancellation policies clearly; assign confirmation numbers and communicate them to callers.
  • Provide accurate information regarding transportation arrangements from the airport to the hotel.
  • Review the status of assignments and communicate any follow-up actions with the incoming agent.
  • Perform additional duties as assigned.
Required Skills and Knowledge:
  • Strong proficiency in Microsoft Word, Outlook, and Excel.
  • Prior experience with Opera is preferred.
  • Ability to input data and retrieve information efficiently.
  • Experience in a luxury hotel Reservations Department is advantageous.
  • Strong mathematical skills.
  • Attention to detail and a sense of urgency.
  • Clear and open communication skills.
  • High energy and the ability to build rapport with guests and colleagues.
  • Organizational skills and the ability to multitask, prioritize, and anticipate needs.
  • Flexibility in work schedule to accommodate the demands of a 24/7 hotel environment.
  • Fluency in English, both written and verbal.
  • Ability to provide clear communication and directions.
Abilities:
  • Prioritize and organize tasks effectively.
  • Remain calm and use good judgment to resolve issues.
  • Follow instructions thoroughly.
  • Understand and meet guests' service needs.
  • Collaborate effectively with team members.
  • Work independently with minimal supervision.
  • Maintain confidentiality of guest information and sensitive hotel data.
Physical Requirements:
  • Ability to remain in a stationary position for extended periods.
  • Effectively communicate with guests, management, and colleagues.
Qualification Standards:

Education: Preferred college degree.

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

Licenses or Certificates: None required.

Grooming: All team members must maintain a neat and professional appearance.

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