Reservations Agent

Live Your Passion.  Add Your Magic.

At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application.

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Reservations Agent

SUMMARY

The Reservations Agent serves as the voice of the hotel when guests first call or visit the property to inquire about hotel knowledge and amenity offerings. This role requires the Agent to take guest calls and requests in a professional and courteous manner. The agent is responsible for responding to phone calls regarding hotel knowledge, in-room dining orders, dining reservations and food and beverage inquiries, spa bookings and inquiries, and recreation activity inquiries.

ESSENTIAL FUNCTIONS

Job duties include; although are not limited to:

• Providing excellent customer service to all guests and taking requests using proper hotel verbiage, ensuring to adhere to hotel standards
• Accurately inputting and organizing guest requests through all available platforms of communication (Alice, Opera, Book4Time, Way, OpenTable, Micros, etc.)
• Accommodating in-house guest requests, ensuring a high level of guest satisfaction
• Maintaining accurate logs of special requests and ensuring that requests are completed timely based on Montage and Forbes Standards
• Ensuring that all reservations transferred to PMS or front office system are accurate and guest reservations are updated with accurate information of guest profiles, traces, alerts, notes, etc.
• Ability to sell, including upselling of property products, such as, Food & Beverage amenities, spa treatments, etc.
• Memorizing hotel facilities and giving clear directions to the hotel for inquiring guests

QUALIFICATIONS

• High school Diploma or equivalent required
• Minimum of two (2) years’ experience in a customer service role required
• Previous experience working in an upscale hotel preferred
• Excellent telephone etiquette and verbal and written communication skills required
• Knowledge of Microsoft Office products such as Word, Excel, and Outlook required
• Preferred knowledge of Opera systems

PHYSICAL REQUIREMENTS

Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems. Must be able to sit at a desk for up to 6 hours a day. Walking and standing are occasionally required. Must be able to lift up to 15 lbs. on a regular and continuing basis. This position requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability, and visual acuity.

In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.