Reservation Agent

Work on the Monterey, CA property supporting guest bookings, updates, and cancellations across calls and emails.

Responsibilities

• Stay current on all departmental communications and events to support friendly, professional service for guests and employees
• Maintain full knowledge of hotel facilities and events to anticipate guest needs and respond to expectations
• Handle guest contact through individual effort and teamwork, ensuring timely and professional communication
• Support complete guest satisfaction and repeat business by demonstrating sensitivity and responsiveness
• Use thorough knowledge of the Reservations Department to manage booking requests accurately
• Ensure accurate and complete use of reservation systems to deliver professional service
• Apply detailed knowledge of room rates and market codes when creating reservations
• Determine appropriate discount rates when needed
• Demonstrate working knowledge of the Central Reservations System and Passkey to maximize hotel revenue
• Use technical understanding to support correct selling status
• Coordinate with Front Office and Sales to gather required group information
• Communicate required information to Front Office effectively
• Meet required deadlines while managing reservation workflows
• Follow Portola Hotel & Spa policies and procedures related to cash handling, check cashing, and billing
• Respond promptly to needs and requirements from the Accounting Department
• Maintain a friendly, energetic, personable demeanor with a customer-first mindset and a focus on great customer service
• Use strong interpersonal skills and enjoy teamwork while building positive coworker relationships
• Provide attentive, courteous service in interactions with guests and employees
• Practice effective listening by understanding and clarifying guest concerns
• Maintain a flexible schedule, including potential nights, weekends, and holidays based on company needs
• Follow guidelines for using and maintaining relevant equipment
• Promptly report safety hazards and maintenance needs
• Follow safe work habits and wear required safety gear as mandated by the role
• Adhere to hotel Security policies and report suspicious behavior, unusual items, or activities

Requirements

• Knowledge of OPERA, SynXis, and Passkey
• Revinate experience is a plus
• Comfortable using Microsoft Word and Outlook
• Office schedule: 11:00 AM – 7:30 PM; Closed on Sundays
• Fluency using Word, Excel, and Email
• Professional communication skills via phone and email
• Ability to manage several email accounts
• Ability to answer incoming calls
• Ability to manage a phone logging system
• Ability to process incoming faxes efficiently and in a timely manner
• Effective time management and high attention to detail
• Ability to work in a team environment and apply active listening, critical thinking, and professional customer service skills
• High School Diploma / G.E.D.
• Previous hospitality experience preferred
• Sales experience is a plus

Technologies

• OPERA
• SynXis
• Passkey
• Revinate
• Microsoft Word
• Outlook
• Word
• Excel
• Email

Salary: USD 20 - 23 per hourly

Location: Monterey, CA (onsite)