Reservations Agent

Job Description

Job Description

Description:

The pay rate for this role is $21 per hour

About Appellation:

Born from the elegant merger of the culinary and hospitality worlds, Appellation is much more than a typical hotel company. Inspired by its name, this new hotel brand brings together the best of local elements in a new way: a hotel collection powered by people, connected by food, and defined by place—all designed to celebrate its destinations' culture, community, and craftsmanship. Developed by visionary co-founders Charlie Palmer, one of America's best-known, award-winning chefs and pioneer in the American hotel-restaurant model, and Christopher Hunsberger, a 30-year veteran of Four Seasons Hotels and Resorts and its former president of North Americas. Join Appellation as its first hotels and resorts take root in 2025.

Overview of Position:

The Reservations Agent at Appellation Healdsburg serves as the voice of our property, creating the first impression for guests through telephone and digital interactions. This is an extraordinary opportunity to be part of the front of house team at one of Healdsburg's most distinguished properties, crafting innovative experiences and delivering memorable service that reflects the region's genuine hospitality.

As a Reservations Agent, you will be the central hub for all guest communications, managing hotel reservations, restaurant bookings, in-room dining orders, and serving as the primary operator for the property. You will be responsible for creating exceptional guest experiences from the moment of first contact, handling all incoming calls, processing reservations across multiple outlets, and providing comprehensive concierge-level information about the property and local area.

Primary Duties and Responsibilities

Hotel Reservations

• Process new hotel reservations, modifications, and cancellations through the property management system (Maestro)
• Manage room inventory and rate optimization in coordination with revenue management
• Handle group reservations and special event bookings
• Process advance deposits, payment processing, and reservation confirmations
• Coordinate special requests and guest preferences with relevant departments
• Maintain accurate guest profiles and booking records

Restaurant Reservations

• Manage restaurant reservation system for all dining outlets
• Coordinate with restaurant management for special events, private dining, and large party bookings
• Handle waitlist management and communicate availability updates to guests
• Process dietary restrictions and special occasion requests
• Maintain knowledge of restaurant menus, hours, and policies

In-Room Dining Operations

• Take detailed in-room dining orders with accuracy and efficiency
• Coordinate timing and delivery with kitchen and service staff
• Handle special dietary requests and menu modifications
• Process payment and billing for in-room dining services
• Manage delivery logistics and guest communication

Operator Functions

• Serve as primary telephone operator for all incoming calls
• Direct calls to appropriate departments and personnel
• Handle guest wake-up calls and message services
• Provide emergency response coordination when necessary
• Maintain professional telephone etiquette and brand standards

Guest Services & Concierge Support

• Provide comprehensive information about hotel amenities, services, and policies
• Offer detailed local area knowledge including attractions, dining, shopping, and activities
• Assist with transportation arrangements and coordination
• Handle guest complaints and concerns with professionalism, escalating when appropriate
• Coordinate with other departments to fulfill guest requests

Administrative Duties

• Maintain accurate records of all reservations and guest interactions
• Prepare daily reports and communicate effectively with supervisors
• Handle cash transactions and payment processing following security protocols
• Ensure compliance with all hotel policies, procedures, and brand standards
• Support emergency procedures and proper handling of guest data and privacy protection
• Participate in daily shift meetings and departmental briefings

Additional Responsibilities

• Maintain professional appearance and workspace organization
• Attend all mandatory meetings and training sessions as directe
• Support cross-training assignments required to support hotel operations
• Perform other general tasks as directed by the Hotel Assistant Manager, Front Office Manager, General Manager, or Director of Rooms

The pay rate for this role is $21 per hour 

Skills & Qualifications

Education & Experience

• High school diploma or equivalent required.
• Previous experience in hotel reservations, call center operations, customer service, or hospitality industry preferred
• Experience in luxury hotel environment a plus
• Restaurant service or food & beverage experience beneficial

Essential Skills

• Excellent verbal and written communication skills, with fluency in the English language
• Strong telephone etiquette and professional communication abilities
• Ability to multitask effectively while maintaining attention to detail
• Strong organizational skills and ability to work under pressure
• Valid Smart Serve and RBS certification or ability to obtain within 30 days of employment

Technical Proficiencies

• Systems usage: Microsoft Office products (Word, Excel, PowerPoint, and Outlook), Maestro (PMS), Toast (POS), Alice (guest requests, text messaging, and coordinating), Teams (internal messaging), and telephone system operations
• Ability to learn and adapt to new operating systems and reservation platforms
• Experience with multi-line telephone systems preferred

Schedule & Availability

• Ability to work a flexible schedule including morning, afternoon, evening, overnight, weekends and holidays
• Daily on-premises presence required

Personal Attributes

• Detail oriented, organized and efficient, and safety minded
• Good team player with positive attitude and strong work ethic
• Passion for hospitality, food and beverage, trustworthy, and open to learning
• Knowledge of luxury hospitality standards and guest service concepts
• Ability to maintain levels of quality and customer service typically expected of a luxury resort

Compliance & Safety

• Familiarity with ADA compliance, local fire safety regulations, and relevant current laws governing guest privacy and data protection
• Understanding of emergency procedures and communication protocols

Essential Functions
To perform the duties and requirements for this job, you must have the following physical abilities:

• Sit for extended periods of time (up to 8 hours per shift)
• Enter data into computer terminals and operate standard office equipment
• Use multi-line telephone systems and radio communication devices
• See and read computer screens and printed matter with or without vision aids
• Hear and understand speech at normal levels and on the telephone
• Speak clearly so that others may understand at normal levels and on the telephone

Physical Requirements

• Constant: sitting, repetitive use of hands and arms for typing and phone operation
• Frequent: typing, use of mouse, telephone handling, and note-taking
• Occasional: standing, walking, and light lifting (up to 10 pounds)

You must have the ability to work in a fast-paced environment, handle multiple tasks simultaneously, and maintain focus during busy periods with or without reasonable accommodations.
Equal Opportunity Employer
Appellation Hotels is an equal opportunity employer. We provide equal employment opportunities to all applicants regardless of race, color, national original, ancestry, sex, age, religion, sexual orientation, gender identity, marital or family status, disability, veteran status, genetic information or any other status considered unlawful by federal, state, or local laws.