Reservations Agent

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. Reservations Agent (Reservations & PBX) Hotel Emma is seeking a thoughtful, service‑driven Reservations Agent to support both guest booking experiences and hotel communications. This role operates across two types of scheduled shifts—Reservations and PBX—each with a distinct focus. Whether assisting guests with planning their stay or helping route and coordinate calls throughout the hotel, the Reservations Agent plays a key role in delivering the warm, consistent, and refined service experience Hotel Emma is known for. Key Responsibilities Guest Reservations & Booking Experience Respond to reservation inquiries via phone and email with warmth, professionalism, and confidence Assist guests with booking, modifying, or canceling reservations accurately Clearly explain room types, availability, rates, and hotel policies Ask thoughtful questions to understand guest needs and personalize the booking experience Provide an overview of hotel amenities, dining, and services as part of the planning process Ensure each interaction reflects Hotel Emma’s AAA Five‑Diamond service standards Complete detailed follow‑through processes to ensure all reservation and guest profile details are recorded and communicated PBX & Guest Communications Support Answer incoming calls routed through the hotel’s main phone lines in a timely, welcoming manner Help direct calls to the appropriate hotel departments Assist with general guest questions or service requests Support smooth communication between guests and hotel teams Maintain a calm, polished phone presence during both guest‑facing and internal calls What Success Looks Like in This Role Guests feel welcomed, informed, and confident from their first interaction Reservation details are communicated clearly, reducing the need for follow‑up questions Calls are answered promptly and handled with courtesy and professionalism Hotel teams receive clear, accurate call routing and communication support Guests consistently experience thoughtful, Five‑Diamond‑level hospitality Qualifications Previous experience in hospitality, reservations, guest services, front desk, or a related customer‑facing role preferred Strong verbal and written communication skills A warm, professional phone presence Strong attention to detail and organization Ability to manage multiple requests calmly and professionally in a fast‑paced environment This role includes different scheduled shift types, with some shifts focused on reservations and others focused on PBX support Flexibility is required during high‑volume periods, holidays, or peak demand This position involves extended phone and computer use in a professional office setting #J-18808-Ljbffr