Description

Situated in Downtown’s Second Street District, Austin Proper Hotel & Residences is the newest luxury lifestyle hotel in Austin, just steps from Lady Bird Lake, the legendary Austin City Limits music venue and nearby boutiques. With inspiring interiors by Kelly Wearstler and culinary offerings in collaboration with MML Hospitality, Austin Proper offers 238 rooms and suites, a dedicated spa and fitness center, and 9,500 square feet of meeting and event spaces, including a rooftop pool deck offering small-batch tequilas and majestic lake views. Anything less just wouldn’t be Proper.

Job Overview

The Reservation Sales Agent manages reservations for all market segments, which include but are not limited to corporate, leisure, group and entertainment. As the First Touch for our booking process, knowledge of reservation packages, up-sell opportunities, the hotel Restaurants & Lounges, Wellness and Transportation is the key to successful Reservation Agent. This includes maximizing revenue by leveraging superior sales skills and techniques while following an evolving revenue strategy. From a Group perspective, this position is responsible for managing group reservations and group room inventory as part of the convention services processes. This position reports to the Revenue Manager and Director of Sales supporting the hotel sales and revenue team(s). This position is onsite and cannot be performed in a remote capacity.

Duties/Responsibilities

• Conduct duties in a courteous, safe and efficient manner, in accordance with the hotel policies & procedures; ensuring that a high level of service is maintained
• Coordinate with Front Office on a daily basis with reservation / operational needs.
• Coordinate with the Sales & Events Department on a daily basis concerning reservation operational needs
• Execute daily reservations processes and operations to include, but not limited to; room inventory and availability, monitor group blocks, block out dates, restrictions, occupancy, selling guest rooms, policy and procedure
• Ensure all calls are picked up as per Austin Proper Hotel standards
• Ensure all email / fax responses are handled within the time period associated with Austin Proper Hotel standards
• Proactively up-sell reservation inquiries
• Execute and communicate information regarding hotel occupancy, promotion, special reservation procedures, operational issues
• Expediate responses from high end travel partners with a 4-hour turn-around window for responses and execution.
• Execute communication to FD on all arrivals for partners such as Virtuoso, Amex FHR, etc.
• Establish initial contact with customer at file turnover
• Maintain relationship with customer, up to arrival, for all matters pertaining to guest room usage, including creating and maintaining reservation links, obtaining and managing changes to rooming lists and tracking/managing the inventory for individual call-in groups
• Work closely with event/sales mangers
• Receiving guest calls for in-house reservations
• Builds group room blocks
• Follow up on payment issues/ adjustments with Sales & Revenue teams
• Responsible for efficient reservation management
• Execute against revenue team’s inventory and rate strategy
• Review Onyx Commissions Report and relay any necessary changes to Revenue Manager and Director of Sales Finalize Group Commissions post event after customer has paid in full

Education and Qualifications

• High School or Equivalent Required
• Bachelor’s Degree Preferred
• Working knowledge of Delphi and HMS is Preferred
• Minimum (1) year of related work experience, preferably in the hotel industry

Required Skills

• Proficiency in written and spoken English
• Computer literate with Microsoft Office / Excel / Power Point
• Convey a high level of understanding of the importance of attending to detail
• Ability to problem solve / to work under pressure. To handle challenging situations with guests diplomatically.
• Ability to Multitask
• Accuracy of work (attention to detail)
• Actively participate as a team player to ensure unit cohesion.
• To maintain a high level of quality output regardless of the task load
• To take initiative and act quickly to deliver projects in a professional manner.
• Pro-active and revenue focused to ensure that all targets are met.
• A friendly and personable individual

Company Overview

Proper Hospitality is made up of a diverse group of passionate individuals who share a common love for hotels and the art of hospitality. Our philosophy is simple: There is a right way to do things and anything less just isn’t proper. We are seeking out the “best of the best” from inside and outside of the industry to work alongside us as we grow a new kind of lifestyle Hospitality Company inspired by a centuries-old tradition. The work is challenging and fast-paced, but rewarding above all. Proper Hospitality provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender, gender identity or expression, genetics, or any other federal/state protected category. Proper Hospitality will consider qualified applicants with criminal histories in a manner consistent with local Fair Chance Hiring Ordinances.