Hotel Sales Reservation Agent

Join The Huntley Hotel in Santa Monica as an on-site Hotel Sales Reservation Agent supporting guest reservations, call flow, and revenue-focused booking strategies.

Responsibilities

• Answer all incoming calls promptly with a friendly, efficient, and courteous approach in line with SOP.
• Maintain a high level of integrity and professionalism with guests and employees.
• Deliver consistent excellent guest and customer service across reservation support.
• Support monitoring of hotel call volume and reservation services; assist with concerns and issues when transferring reservation calls to the in-house Reservations Department and Call Center.
• Apply reservation sales strategies set by the Director of Commercial Strategy and Reservations Manager to support revenue and ADR growth.
• Keep Central Reservations/Call Center updated on city-wide details, upcoming events, closures, and changes to hotel information, services, and amenities.
• Assist with room inventory management, reservation block assignments, and availability controls while enforcing the overbooking strategy set by the Director of Commercial Strategy.
• Coordinate and communicate with the Sales Department regarding group and corporate reservations.
• Use and understand 3rd party channels, including reservation billing, and manage third-party extranets.
• Assist guests/clients with processing 3rd party billing through the hotel’s secure link platform while following all PCI compliance policies.

Requirements

• High School graduate or G.E.D. equivalent.
• 1 year minimum experience (reservations/contact center and related work).
• Six months reservations experience in the hospitality industry.
• Working knowledge of Outlook, MS Word, and Excel.
• Experience with Group Sales computer systems, including Opera.
• Ability to use multiple systems at the same time.
• Occasional evening and weekend availability to meet deadlines.
• Self-starter, results-oriented, team player, with a high level of attention to detail.
• Flexibility and adaptability in a dynamic, evolving environment.
• RezForce/Navis experience is a plus.
• OPERA (1 year).
• Sales (1 year).
• Call Center / Reservations Department (1 year).

Technologies

• Outlook
• MS Word
• Excel
• Opera
• RezForce
• Navis
• 3rd Party Channels
• 3rd party extranets
• PCI compliance

Location: Santa Monica, CA (onsite)

Pay: USD 22 - 25 per hour

Reports to: Reservations Manager / Director of Reservations