Reservations Agent

Full-Time

Description

L'Ermitage Beverly Hills stands among the finest of Beverly Hills California luxury hotels, a stately property embodying the spirit of a sophisticated private club and a gracious urban residence. L’Ermitage Beverly Hills L’Ermitage is a 5 star, 5 diamond hotel in the heart of Beverly Hills, offering the personalized touch and familiar ambiance of an exclusive residence.

Job Description:

Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information and assist with all incoming calls to the hotel.

General Responsibilities Include:

• Accept all telephone inquiries.
• Convert inquiries into confirmed room reservations.
• Accurate tracking of regrets and denials.
• Play a crucial role in room reservation-related data entry (i.e. group rooming lists).
• Adhere to departmental and property standards and procedures.

• Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
• Process all reservation requests, changes and cancellations received by phone, email, internally and through corporate reservations center or travel agencies.
• Ascertain callers' needs through open-ended questions.
• Describe room accommodations and all amenities.
• Obtain all designated information to book a reservation.
• Accommodate special requests and designate such in system.
• Access guest history records to best service guests; maintain accurate information in guest history files.
• Maximize rate for all reservations.
• Promote and sell hotel packages to callers requesting reservations on designated dates.
• Accept and convert telephone inquiries for L’ Restaurant, & Pool side cabana rentals
• Verify availability. Suggest alternate dates for sold-out dates.
• Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
• Relay accurate information on transportation arrangements from airport to hotel; input and document such requests.
• Review status of assignments and any follow-up action with on-coming Agent.

• Perform additional duties, as assigned.

Skills/Knowledge Required:

• Possess a strong knowledge of Microsoft Word, Outlook and Excel.
• Previous experience working with Opera.
• Must have the ability to input data and access information on the computer
• Preferably has previous experience in Reservations Department at a luxury hotel.
• Has a strong mathematical aptitude.
• Possess an eye for the smallest detail and maintains a keen sense of urgency.
• Communicate clearly, concisely and openly.
• Exude high energy and demonstrate a knack for building rapport with guests and colleagues.
• Exhibits organizational abilities & shows a natural skill for multi-tasking, prioritizing & anticipating needs.
• Maintains a flexible work schedule to meet the business needs of a 24/7 hotel environment.
• Flexible schedule- must be available to work a variety of shifts
• Fluency in English both verbally and non-verbally.
• Provide legible communication and directions.

Ability to:

• Prioritize and organize.
• Be a clear thinker, remaining calm and resolving problems using good judgment.
• Follow directions thoroughly.
• Understand guest’s service needs.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Maintain confidentiality of guest information and pertinent hotel data.

Physical Requirements:

• Remain in stationary position for 7 to 8 hours throughout work shift.
• Satisfactorily communicate with guests, management and co-workers to their understanding.

Qualification Standards:

Education: College degree preferred.

Experience: One to two years Reservations Agent experience preferred, preferably in a luxury hotel setting.

Licenses or Certificates: none

Grooming: All colleagues must maintain a neat, and well groomed appearance (specific standards will be provided)

Hourly Rate: $24.67