Reservation Services Associate

1 week 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 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 assisting with all incoming communications to the hotel.

Key Responsibilities Include:

  • Handle all telephone inquiries with professionalism.
  • Convert inquiries into confirmed room bookings.
  • Maintain accurate records of regrets and denials.
  • Play a vital role in data entry related to room reservations (e.g., group rooming lists).
  • Follow departmental and property standards and procedures diligently.
  • Answer calls within three rings, employing proper 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 ensure they are noted in the system.
  • Access guest history records to enhance service delivery; maintain accurate guest history files.
  • Maximize revenue for all reservations.
  • Promote and sell hotel packages to callers inquiring about reservations.
  • Manage inquiries for dining and cabana rentals.
  • Verify availability and suggest alternative dates when necessary.
  • Clearly explain guarantee and cancellation policies to callers; assign and communicate confirmation numbers.
  • Provide accurate information regarding transportation arrangements.
  • Review assignment status and any necessary follow-up with the incoming agent.
  • Perform additional tasks as assigned.
Required Skills and Knowledge:
  • Strong proficiency in Microsoft Word, Outlook, and Excel.
  • Previous experience with Opera is preferred.
  • Ability to input data and retrieve information from computer systems.
  • Experience in a luxury hotel reservations department is advantageous.
  • Strong mathematical skills.
  • Attention to detail and a sense of urgency.
  • Clear and concise communication skills.
  • High energy and ability to build rapport with guests and colleagues.
  • Excellent organizational skills and ability to multitask.
  • Flexibility to work various shifts in a 24/7 hotel environment.
  • Fluency in English, both written and spoken.
  • Ability to provide clear communication and directions.
Abilities:
  • Prioritize and organize tasks effectively.
  • Remain calm and resolve issues using sound judgment.
  • Follow instructions thoroughly.
  • Understand and anticipate guest service needs.
  • Collaborate effectively with team members.
  • Work independently with minimal supervision.
  • Maintain confidentiality of guest information and hotel data.
Physical Requirements:
  • Ability to remain stationary for extended periods.
  • Effectively communicate with guests, management, and co-workers.
Qualification Standards:

Education: Preferred college degree.

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

Licenses or Certificates: None required.

Grooming: All staff must maintain a neat and professional appearance.

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