Booking Specialist

Reservations Agent

Location: Yountville, CA

Situated in the picturesque Napa Valley, The Estate Yountville boasts two exceptional hotels that represent the ultimate escape and retreat. Nestled among vineyards and renowned dining establishments, our expansive 22-acre property is located in one of the most sought-after wine regions globally. We encourage our guests to indulge in a reimagined Wine Country experience, featuring two luxurious hotels with distinct personalities – the lively Hotel Villagio and the elegant Vintage House, a serene and stylish haven. With nearly 200 rooms and suites combined, we are dedicated to crafting unforgettable experiences for any occasion.

Position Summary:

The Reservations Agent plays a crucial role in managing reservations with a warm and efficient approach, while providing accurate rate information to optimize room revenue and average rates in line with company standards. This position also involves participation in monthly Rooms Merchandising meetings.

Incentives: Eligible for a $500 incentive payout upon successful completion of 90 days in this role.

Additional Benefits: Opportunities for room upgrades and spa booking incentives.

Key Responsibilities:

• Engage with guests and colleagues in a friendly, service-oriented manner.
• Maintain consistent attendance in accordance with hotel standards, adapting to the hotel's needs.
• Uphold high standards of personal appearance and grooming, including proper uniform and name tag.
• Adhere to hotel standards and regulations to promote safe and efficient operations.
• Maintain a welcoming and friendly demeanor at all times.
• Promptly answer all incoming calls in a courteous and efficient manner.
• Provide accurate information regarding hotel services, facilities, and operational hours.
• Process room reservations with a focus on maximizing revenue and average rates, utilizing standard quoting practices.
• Collaborate closely with the Sales Department on group bookings.
• Regularly update Central Reservations on rates and availability, maintaining an accurate availability calendar and communicating essential information to operational staff.
• Keep precise files and reports.
• Manage special reservations, including VIP bookings, packages, and discounts.
• Compile and input necessary information for Rooms Merchandising meetings.
• Efficiently book and block rooms in accordance with hotel guidelines for group bookings.
• Participate in Rooms Merchandising meetings, providing insights on trends and opportunities to enhance revenue.
• Maintain a friendly, helpful, and courteous attitude towards guests, management, and colleagues.
• Complete forecasts as required by management.
• Monitor daily sales activities and inform the Guest Services Manager of sold-out nights, group ceiling status, and potential issues.
• Perform additional duties as assigned by management.
• Attend meetings as required by management.
• Be prepared to perform all duties of a Guest Services Agent and assist at the front desk as needed.

Qualifications:

• Relevant college coursework is beneficial.
• Experience in hospitality or a related field is required.
• A high school diploma or equivalent is mandatory.
• Ability to communicate information and ideas clearly.
• Capable of evaluating and selecting among alternative courses of action swiftly and accurately.
• Ability to thrive in stressful, high-pressure situations.
• Effective listening skills to understand and clarify concerns raised by guests and colleagues.
• Ability to work with financial data and perform basic arithmetic functions.
• Maintain composure and objectivity under pressure.

The Estate Yountville offers a competitive compensation and benefits package, along with the chance to be part of a vibrant team.

This description is intended to outline the general content and requirements for this position. It is not an exhaustive statement of duties, responsibilities, or requirements. Management reserves the right to assign or reassign duties and responsibilities at any time.

The Estate Yountville is an equal opportunity employer (Minorities/Females/Disabled/Veterans).