POSTION: RESERVATION AGENT

FLSA DESIGNATION: NON-EXEMPT 

POSITION REPORTS TO: RESTAURANT/HOTEL MANAGER

SALARY RANGE: $24.00-30.00 PER HOUR

Casa Cipriani New York is a private members club located in the Battery Maritime Building, within a larger project called ‘Casa Cipriani South Street’ which incorporates over 20,000 square feet of events space, a 47-room luxury hotel and extensive fitness and wellness facility. The site is a historic 1906 Beaux-Arts style building on the southernmost tip of Manhattan Island with striking views overlooking the East River of the Brooklyn Bridge to one side and the Statue of Liberty to the other.

Casa Cipriani New York has become one of the city’s most sought-after membership clubs since opening in September of 2021 and it is anticipated that further Casa Cipriani sites will open up soon in other cities in the United States and overseas, access to which will be granted to existing members on preferential terms as the club grows its national and international reach. 

POSITION PURPOSE:

At Casa Cipriani, the reservation agent is responsible for performing a variety of customer service and administrative duties to support the hotel's room reservation and revenue management objectives. The job description includes, but is not limited to:

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

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. Ensure that all customer data is properly stored and protected.

• 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.
• Ensuring accurate billing and payment processes: You will be responsible for ensuring that the reservation is secured and correct.
• Maintaining a high level of knowledge about the hotel's facilities, services, and local attractions, and providing recommendations and information to guests as needed.
• Ability to handle challenging situations and resolve customer 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.
• Ensuring that you are retrieving all the necessary relevant information to support the front staff in creating smooth and memorable experiences (arrival and departure time, special occasions, needs and preferences)
• Maintaining accurate and up-to-date records of guest information and reservations, including guest preferences, special requests, and payment information.
• Meeting and exceeding sales goals and targets, and actively seeking opportunities to increase revenue and maximize room occupancy.
• Adhering to hotel policies, procedures, and standards, including data privacy and security, and ensuring that all guest information is kept confidential.
• Should be knowledgeable, understanding, and adhere to Company Core Values and Mission Statement. Must lead by example.
• Perform Switchboard duties and direct calls as needed.
• Participating in training and development programs to improve job skills and knowledge.
• Performing other duties as assigned by the management team.
• Sales-oriented mindset, with a goal-driven approach to achieving targets and maximizing revenue.
• Ability to work independently and as part of a team in a fast-paced and dynamic environment.

OTHER:

• Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the organization. In addition, attendance at all scheduled training sessions and meetings is required.
• Upon employment, all employees are required to fully comply with Cipriani rules and regulations for the safe and effective operation of the facilities. Employees who violate rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions:

• To maintain a good and effective industrial relations climate with Cipriani management, and show a willingness to support any necessary change development of the services’ provided.
• To protect restaurant and diners by adhering to sanitation, safety, and alcohol beverage control policies.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• Bachelor’s degree in hospitality management, business administration, or a related field is preferred.
• Proficiency in computer software and systems, including central reservation systems (CRS), global distribution systems (GDS), and Microsoft Office.
• Professional demeanor, strong ethical standards, and the ability to maintain confidential information.
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
• Requires refined communication skills, both verbal and written.
• Knowledge of the city, particularly tourist attractions.
• The ability to communicate clear directions to nearby local attractions, facilities, and services.
• Ability to learn and perform all essential job functions accurately and safely.
• Auditory and visual abilities to observe and detect signs of emergency situations.
• Excellent organizational skills and attention to detail
• Excellent customer service skills.
• Ability to work overnight, weekends, and holidays.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION:

• Most work tasks are performed indoors. Temperature is moderate and controlled by facility environmental systems.
• Must be able to exert well-paced ability to reach other departments of the restaurant on a timely basis.
• Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Must be able to lift, push, and pull items up to 50 pounds.
• Ability to stand or walk for long periods of time.

QUALIFICATION STANDARDS:

Education : Bachelor’s degree in hospitality management, business administration, or a related field preferred.

Experience Required : At least 2 years of progressive experience in a hotel or a related field requirement.

Licenses or Certificates : Ability to obtain and/or maintain any government required licenses, certificates or permits.

Grooming: All employees must maintain a neat, clean and well-groomed appearance per Company standards.

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.

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