Luxury Hospitality Reservations Associate

1 week ago

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

KEY RESPONSIBILITIES:
  • Answering incoming calls and emails from guests promptly and professionally, providing detailed information about the hotel's accommodations, pricing, and services, and assisting with reservations and inquiries.
  • Utilizing the hotel's reservation management system to effectively oversee room availability, pricing, and packages, ensuring that the system remains accurate and up-to-date.
  • Handling room bookings, changes, and cancellations, while offering guests comprehensive information regarding the reservation process, policies, and procedures.
  • Developing and maintaining a sophisticated and personalized pre-arrival experience that enhances guest satisfaction and drives hotel revenue.
  • Promoting room upgrades and hotel amenities to guests, leveraging knowledge of the hotel's offerings and special deals to optimize revenue.
  • Processing accurate billing and payments, ensuring that reservations are secured and correct.
  • Maintaining a thorough understanding of the hotel's amenities, services, and local attractions to provide informed recommendations to guests as necessary.
  • Addressing challenging situations and resolving guest complaints in a timely and professional manner.
  • Collaborating with various departments, including sales, housekeeping, and front desk, to ensure 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 times, special occasions, needs, and preferences.
  • Keeping accurate and current records of guest information and reservations, 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 assigned daily tasks.
  • Adhering to hotel policies, procedures, and standards, including data privacy and security protocols.
  • Inputting sensitive information into our systems, ensuring that all guest data is securely stored and protected.
  • Performing switchboard duties, other administrative tasks, and directing calls as necessary.
  • Participating 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.
  • At least 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.
  • Ability to multitask and prioritize effectively in a fast-paced environment, utilizing software and point-of-sale systems.
  • Possess a sales-oriented mindset, with a focus on 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.
  • 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 manage long hours of standing, walking, and repetitive motions.
  • Ability 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.
NOTE: All job descriptions have been reviewed to ensure that only essential functions and basic duties are included. Additional responsibilities may be assigned by supervisors as deemed appropriate. Job descriptions are not intended to create employment contracts. The organization maintains its status as an at-will employer.

Cipriani is an equal opportunity employer.

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