Job Description

Reservations Agent

Position Purpose: We are seeking a hospitality focused and organized individual to join our team as a Reservations Agent. The Reservations Agent plays a crucial role in supporting front desk operations by ensuring hotel room reservations are accurately booked while providing a seamless experience for our guests. This position is responsible for performing guest services, administrative tasks such as managing hotel room reservations, and supporting the accomplishment of hotel revenue objectives.

Essential Functions and Duties:

• Responding to incoming calls and emails from guests in a prompt, friendly and professional manner, providing information about the hotel's rooms, rates, and services, and assisting with room reservations and inquiries.
• Utilizing the hotel's reservation system to efficiently manage room availability, rates, and packages, ensuring that the system is updated and accurate at all times.
• Processing room reservations, modifications, and cancellations, and providing guests with detailed information about the reservation process, policies, and procedures.
• Create and maintain an upscale and personalized pre-arrival process that improves the guests' experience and the hotel revenue.
• Up-selling room categories and hotel services to guests, leveraging knowledge of the hotel's facilities, services, and special promotions to maximize revenue.
• Process accurate billing and payments, ensuring that the reservation is secured and correct.
• Maintaining a high level of knowledge about the hotel's facilities, services, and local attractions to provide recommendations and information to guests as needed.
• Handle challenging situations and resolve guest complaints in a professional and timely manner.
• Collaborating with other departments, such as sales, housekeeping, and front desk, to ensure guests receive exceptional service and to resolve any issues that may arise.
• Support the front staff to ensure a smooth and memorable experience for guests by reviewing, monitoring and relaying guest arrival and departure times, special occasions, needs and preferences.
• Maintaining accurate and up-to-date records of guest information and reservations, while recording notes for guest preferences, special requests, and payment information.
• Meeting and exceeding sale goals, striving to increase revenue and maximize room occupancy.
• Run daily reports while maintaining and completing daily task list.
• Adhering to hotel policies, procedures, and standards, including data privacy and security.
• Inputting sensitive information in our systems, ensuring that all guest data is properly stored and protected.
• Perform Switchboard duties, other administrative duties and direct calls as needed.
• Participate in any training and development programs to improve job skills and knowledge.
• Performing other duties as assigned by the management team.

Knowledge, Experience and Skills:

• A bachelor's degree in hospitality management, business administration, or a related field is often preferred.
• At least 2 years of experience in the luxury hospitality industry, particularly as a reservations agent, is usually required.
• Experience with Opera preferred.
• Knowledge of the city, particularly tourist attractions.
• Professional demeanor, strong ethical standards, and the ability to maintain confidential information.
• Ability to multitask and prioritize tasks in a fast-paced environment, using software and point-of-sale systems.
• Possess a sales-oriented mindset, with a goal-driven approach to achieving targets and maximizing revenue.
• Strong interpersonal skills, with the ability to communicate effectively and professionally with guests, colleagues, and management.
• Excellent organizational skills and attention to detail, with the
• Ability to work independently and as part of a team, demonstrating reliability, flexibility, and a positive attitude.
• Proficiency in basic computer skills, including knowledge of scheduling
• Flexibility to work a variety of shifts, including evenings, weekends, and holidays as required.
• Commitment to upholding the highest standards of customer service, professionalism, and integrity.

Physical Activities and Requirements of This Position:

• Ability to stand for extended periods and work in a fast-paced
• Environment.
• Endurance to withstand long hours of standing, walking, and repetitive motions.
• Lift and carry objects weighing up to 30 pounds.
• Flexibility to bend, stoop, reach, and perform physical tasks.
• Adherence to proper lifting techniques and ergonomics to prevent strain or injury while performing job duties.

Intent and Function of Job Descriptions:

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer.

Cipriani is an equal opportunity employer.

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