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Room Booking Coordinator

2 months ago

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

L'Ermitage Beverly Hills is renowned as one of the premier luxury hotels in Beverly Hills, California, reflecting the essence of an elegant private club and a welcoming urban home.

Position Overview:

As a Reservations Agent, you will be responsible for delivering prompt, courteous, and efficient service for all guest room reservation requests, modifications, cancellations, and inquiries, while also managing incoming calls to the hotel.

Key Responsibilities Include:

  • Handle all telephone inquiries professionally.
  • Convert inquiries into confirmed reservations.
  • Maintain accurate records of regrets and denials.
  • Support data entry related to room reservations, including group bookings.
  • Follow departmental and property standards diligently.
  • Answer calls within three rings, employing proper etiquette.
  • Process reservation requests, changes, and cancellations through various channels.
  • Identify callers' needs through effective questioning.
  • Provide detailed descriptions of room options and amenities.
  • Gather necessary information to finalize reservations.
  • Accommodate special requests and document them appropriately.
  • Utilize guest history records to enhance service quality.
  • Maximize revenue through strategic reservation practices.
  • Promote hotel packages to potential guests.
  • Manage inquiries for dining and cabana rentals.
  • Verify availability and suggest alternative dates when necessary.
  • Explain policies regarding guarantees and cancellations clearly.
  • Provide accurate transportation information from the airport to the hotel.
  • Communicate status updates and follow-up actions with the incoming agent.
  • Perform additional duties as required.
Required Skills and Knowledge:
  • Proficient in Microsoft Word, Outlook, and Excel.
  • Experience with Opera software is preferred.
  • Ability to input data and retrieve information efficiently.
  • Prior 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 the ability to build rapport with guests and colleagues.
  • Organizational skills with the ability to multitask and prioritize.
  • Flexibility to work various shifts in a 24/7 hotel environment.
  • Fluency in English, both spoken and written.
  • Ability to provide clear communication and directions.
Ability to:
  • Organize and prioritize tasks effectively.
  • Remain calm and resolve issues with sound judgment.
  • 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 hotel data.
Physical Requirements:
  • Ability to remain stationary for extended periods.
  • Effective communication with guests, management, and colleagues.
Qualification Standards:

Education: Preferred college degree.

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

Licenses or Certificates: None required.

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