In this position, the Reservations Agent is responsible for inputting reservation into a Property Management System. Provides support to Front Desk operations, Membership and the Restaurant team.

Following is a summary of the major responsibilities for this position that are included but not limited to.

• Books guest reservations for individuals and/or groups that are requested either by phone or from within the hotel in accordance with established standards and scripts using the hotel's reservations system;
• Books all internal reservations from Sales and Management
• Acts as receptionist for all incoming calls to SVB
• Reviews daily the reservations taken by the Front Desk and through the Hotel’s reservations system, for accuracy and conformance to policies and procedures as directed by the Hotel, e.g. Rate Tier, Stay Patterns, etc.;
• Reviews daily the cancellation report and informs the Restaurant if reservations must be cancelled;
• Reviews and updates guest profiles;
• Details all VIP guests;
• Reviews arrival reports daily;
• Manages operations document to facilitate packages and promotions with on-property staff;
• Up-sells rooms where possible according to established procedures to maximize hotel average room rate;
• Processes cancellations, revisions and information updates on changes;
• Provides accurate information about the town and the surrounding attractions when asked by guests;
• Provides hotel-specific information to guests, as requested;
• Stays abreast of current rates, rate changes and all programming and events;
• Escalates guest or member complaints to the appropriate manager
• Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction;
• Communicates any outstanding guest requests or issues to management that may require additional monitoring or follow-up;
• Updates the Property Management System (PMS), as required;
• Prepares reports on a daily, weekly and quarterly basis
• Works directly with Accounting to ensure effective capture of revenue from late cancellation, no-show and attrition;
• Serves as point of contact for room reservations;
• Assists the Front Desk with any questions or concerns about rates, packages, and/or reservation policies;
• Be an ambassador of the hotel and the company at all times.
• Observes standards for the department in image, appearance, and grooming; properly represents the company and the profession to outside organizations and the community;
• Implements, communicates and complies with policies of San Vicente Bungalows and 850 Hotel;
• Maintains confidentiality and security of all guest and general hotel information; and
• Other duties may be assigned

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Computer literacy is an essential requirement.

EDUCATIONAL AND REQUIRED SKILLS:

· Previous experience in customer service
· Must have a strong working knowledge of Property Management System, preferably Opera
· Must have superior administrative, organizational and computer skills
· Must possess a professional, positive presentation and strong motivation to provide exceptional customer service
· Must have strong oral and written communication skills
· Ability to thrive and succeed in a fast-paced, demanding work environment
· Ability to work with others

Job Type: Full-time

Pay: $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Morning shift

Work setting:

• In-person

Ability to Relocate:

• West Hollywood, CA: Relocate before starting work (Required)

Work Location: In person