Reservations Agent

Reservations Agent Freehand Chicago

We need an exceptional and passionate Reservations Agent to join us. If you are an inspiring and good communicator, a people person through and through and have a genuine desire to be part of something big, then your journey should start here. Help us to create an unforgettable experience.

Who Are We

Freehand is on a journey. Appropriate, given that we're a shared accommodation brand. Freehand swung through the US coolest cities on its way to dominating the world. It burst onto the scene in the Americas with the launch of our properties in the country’s biggest markets (NYC, LA, Miami and Chicago) with the acquisition of Freehand Hotels. Created for a new generation of urban travelers, Freehand combines the social culture of a hotel with innovative design by Roman and Williams, comfort and quality food and beverage at an affordable price.

No biggie. Fast Company named us one of the top 50 most innovative global companies. We, of course, agree. And now this top 50 most innovative global company (did we mention that?) wants a pretty awesome Reservations agent.

Our spaces are safe and seriously social, in the proudest part of the beating heart of the cities we love. Cultural action, creative pulse and an outstanding way to waste some of the finite time the universe has given you - that's what Freehand offers. Holds true for staff and visitors equally, and while chic design is always the backdrop, every Freehand in every destination reflects the unique beat of that city's heart.

About Freehand Chicago

Welcome to Freehand’s second outpost! Designed by Manhattan-based Roman and Williams, the building celebrates the city’s Midwestern heritage with a string of evocative communal spaces and rooms located in the restored 1927 Art Deco building, set among the high-rises of the downtown River North neighbourhood – home to some of the city’s best art galleries, boutiques and restaurants. Featuring 217 rooms and amazing public spaces like Café Integral coffee and breakfast bar and the cozy Broken Shaker Bar, it’s a buzzing, busy space that represents the best of Freehand. Between the busy social calendar and the ever-changing makeup of guests and locals coming to play, it’s a particularly fun and fulfilling space for everyone in the Freehand Chicago team to work in.

Nuts And Bolts Of The Job

• Be responsible for managing Reservation enquiries for both Groups and Individual travellers
• Respond to e-mail and telephone enquiries in a positive and personalised manner ensuring the best customer service at all times
• Work in partnership with your reservations team colleagues to manage a portfolio of accounts that generate revenue for Freehand
• Assist with the management of allocations, free sale and overbookings for the property
• Undertake all daily reservations checks to verify bookings, take payments, check deposits and validate prepayments
• Follow up on no-shows and cancellations to ensure all charges are collected and bed availability is updated
• Build long term, commercially beneficial relationships with your customers
• Understand and follow company and reservations specific practices
• Familiarise yourself with daily rates, special offers, and other information that has been communicated to ensure consistency within the team
• Promote and up-sell Freehand Hostel facilities, beds and other revenue generating services as effectively as possible at every opportunity
• Communicate effectively and appropriately with all the other departments within Freehand
• Make sure you remain up to date with all local, national and international trends
• Be part of the guest journey to ensure that we create a truly unique Freehand experience

Naturally this is not intended as an exhaustive list of duties. Other duties as may be reasonably required will form part of this job description.

What’s In Your Dna

• Be an excellent communicator
• Be highly commercial
• Be creative, innovative and a digitally smart
• Demonstrate a passion for delivering excellent customer service
• Have a genuine interest and enthusiasm for what you do
• Have ability to build effective working relationships at all levels with diverse groups of colleagues in a way that appears natural and effortless

Your Rock Star Experience

• Have previous hotel reservations experience (2 years minimum)
• Experienced in working within a fast moving and dynamic Reservations environment
• Familiar with reservations for Groups, Online Travel Agencies, Wholesale and Individual bookings
• Commercially savvy to spot business opportunities and in-house upselling
• Knowledgeable of local market, the accommodation market, the specific selling points with the area
• Proficient in Microsoft Office products and Reservation Channels (online booking sites)
• Familiar with PMS systems

Our Employee Benefits

• Birthday holiday in addition to your yearly holiday allocation
• Fertility Treatment Support Leave - up to three days' paid leave in any one year for an employee to undergo fertility treatment
• Employee Bounty Program providing opportunities to earn a compensation for new hire referrals with no cap on number of referrals made 
• Company contribution towards gym membership fees for all eligible employees – look good, feel good, work good
• Ideas Award - Quarterly award to double gross basic salary for 1 month to employee with most valuable suggestion/feedback
• 2 free nights’ accommodation across any of our Generator x Freehand properties globally
• Reduced room rates for staff as well as friends and family members (we operate in several locations across Europe & US so your next holiday is sorted)
• International career opportunities so you can travel the world while working with us (win-win!)
• Social events, celebrations calendar & various employee recognition schemes – we never ever need an excuse to let our hair down!
• Online learning tools to help you develop, learn and grow

Local Employee Benefits

• 9 holidays
• Paid vacations (80 hours per calendar year)
• Paid sick leave (40 hours per calendar year)
• Medical + Dental + Vision (subsidised contributions)
• Life & Disability (employer paid)
• Commuter benefits
• Voluntary products: Voluntary Life, Legal Shield/ID Shield, Pet Insurance, Hospital Indemnity, critical illness, Accident Insurance and FSA

So You Think This Might Be You?

That's cool. Send us your application in English. If you’ve got questions, get in touch!

Also, check out https://freehandhotels.com/ or our social media pages. Here you may well find the answers to life, the universe and everything, including why there are no penguins at the North Pole. We look forward to hearing from you.

Employment will be based upon personal capabilities and qualifications without discrimination on the basis of race, color, religion, sex, gender identity, age, national origin, disability, sexual orientation, or any other protected characteristic as established by law.

Join Us and help us achieve our Vision!