Reservations Agent

Job Description

• Handle reservation inquiries via phone, email, and online channels with professionalism, warmth, efficiency, and luxury-aligned service.
• Create memorable first impressions by delivering personalized, engaging, and knowledgeable service throughout every guest interaction.
• Assist guests with booking, modifying, and canceling reservations in accordance with established hotel policies and procedures.
• Respond accurately and promptly to guest inquiries regarding room types, suites, rates, packages, promotions, availability, amenities, hotel facilities, and services.
• Maintain a thorough knowledge of Fairmont New Orleans, including guest rooms and suites, dining and bar concepts, spa, pool, meeting and event spaces, special experiences, and hotel programming.
• Share knowledgeable recommendations regarding New Orleans attractions, dining, entertainment, culture, and experiences to assist guests in planning memorable stays.
• Participate in daily briefings and maintain awareness of occupancy, inventory, promotions, events, restrictions, and operational priorities.
• Convert reservation inquiries into confirmed bookings through confident product knowledge, personalized recommendations, and effective selling techniques.
• Recommend and upsell appropriate room categories, suites, packages, dining experiences, spa treatments, special experiences, and other hotel offerings based on guest preferences and needs.
• Identify opportunities to enhance the guest experience and increase revenue through thoughtful pre-arrival planning and personalized recommendations.
• Maintain a strong understanding of room types, rate structures, packages, promotions, restrictions, and reservation policies.
• Support hotel revenue objectives through effective upselling and appropriate conversion techniques while ensuring recommendations are aligned with guest needs.
• Create, modify, confirm, and cancel reservations accurately and efficiently within the hotel's PMS, reservation, and booking systems.
• Maintain accurate guest profiles, ensuring preferences, special requests, loyalty program information, and relevant guest history are properly documented.
• Verify reservation details, payment methods, deposits, billing information, special requests, and guest information for accuracy.
• Process payments, deposits, and billing information in accordance with established hotel policies and procedures.
• Manage room allocations and special requests with attention to detail, inventory availability, and operational requirements.
• Ensure all reservation information is entered accurately, completely, and in a timely manner.
• Maintain awareness of inventory, room availability, booking trends, restrictions, and reservation changes.
• Assist with group reservations, rooming lists, event blocks, corporate bookings, and special event reservations as assigned.
• Support VIP, repeat guest, loyalty member, special occasion, and special-attention reservations with personalized service and attention to detail.
• Ensure guest preferences, special requests, amenities, and other pre-arrival arrangements are communicated accurately to the appropriate hotel departments.
• Coordinate reservation-related communication with Front Office, Sales, Revenue Management, Housekeeping, Guest Services, Food & Beverage, Spa, and other departments as required.
• Identify opportunities to personalize the guest experience through thoughtful pre-arrival communication and collaboration with operational teams.
• Assist in coordinating bespoke arrangements and special experiences to ensure seamless execution and exceptional guest satisfaction.
• Anticipate guest needs and provide personalized recommendations throughout the reservation process.
• Respond promptly and professionally to guest questions, concerns, and reservation-related issues.
• Resolve reservation discrepancies and booking concerns with discretion, confidence, and appropriate follow-up.
• Support service recovery efforts by taking ownership of reservation-related concerns and collaborating with the appropriate departments to achieve guest satisfaction.
• Protect guest privacy and maintain strict confidentiality of guest information, payment information, and hotel business at all times.
• Maintain complete knowledge of and comply with all Fairmont New Orleans policies, procedures, reservation protocols, service standards, and brand expectations.
• Uphold Fairmont grooming, communication, professionalism, and luxury service standards at all times.
• Participate in departmental training, meetings, daily briefings, pre-opening initiatives, and hotel-wide programs.
• Contribute to the development and implementation of efficient reservation procedures and workflows as part of the Fairmont New Orleans pre-opening team.
• Collaborate with the Reservations, Front Office, Sales, Revenue Management, and other hotel teams to establish seamless processes and deliver a consistent luxury guest experience from opening day.
• Maintain a positive, collaborative, and guest-focused environment within the Reservations and Front Office teams.
• Perform additional duties as assigned by management.

Qualifications

• Previous reservations, hotel, Front Office, call center, hospitality, or customer service experience preferred.
• Previous luxury hotel or upscale hospitality experience preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-building abilities.
• Strong organizational, multitasking, and attention-to-detail skills.
• Ability to remain professional, composed, and engaging in a fast-paced guest service environment.
• Strong guest service and sales-oriented mindset.
• Basic computer proficiency and previous experience with reservation or property management systems preferred.
• Experience with OPERA Cloud or similar hotel systems is an asset.
• Professional appearance and polished demeanor required.
• Ability to maintain confidentiality and handle sensitive guest information professionally.
• Strong problem-solving and decision-making skills.
• Ability to work independently while contributing effectively to a team environment.
• Ability to work flexible schedules including evenings, weekends, holidays, and extended shifts as operationally required.
• High school diploma or equivalent required; hospitality or business-related education preferred.
• Must be legally authorized to work in the United States.

Additional Information

All your information will be kept confidential according to EEO guidelines.