Reservations Agent

Job Description

Job Description

About our Company

More than a group of hotels, the LINE is a creative community built around a sense of discovery — an exploration of a building, a neighborhood, and a culture. From Koreatown in LA to Adams Morgan in DC to downtown Austin, each property is architecturally interesting and chosen for its location in emerging neighborhoods in compelling cities. The LINE hotels are both reflective and responsive— shaped by the communities they are part of while also contributing something new to those places. The LINE properties are a collaboration of the best local and out-of-town talent in design, food and beverage, arts and culture.

In the heart of New York City, The Ned NoMad embodies timeless elegance and modern luxury within the historical Johnston building at the bustling intersection of 28th and Broadway. Expect experiences that transcend accommodation, becoming journeys through time and style. The building also houses Ned's Club NoMad New York, a private membership club with a global community of like-minded professionals seeking connection and inspiration in exclusive spaces. Coming soon is Ned's Club Washington DC, offering even more opportunities for meaningful connections and enriching experiences.

That colorful hotel in the desert, The Saguaro is a good time. It’s not that complicated. There’s plenty of sunshine, a buzzing pool scene and lots of local flavor.

We are seeking a dynamic Staff Accountant to join our team. A successful candidate will have a genuine passion for the hospitality industry and an entrepreneurial spirit.
Responsibilitie

1. Handle incoming reservation inquiries via phone, emails, or online channels providing information about room availability, rates, packages, and amenities.
2. Quotes rates per BAR, LOS, corporate, wholesale and negotiated accounts; follow fence and parity rules.
3. Convert inquiries to bookings; meet or exceed conversion, ADR, and upsell targets.
4. Offer alternatives on sold-out dates and waitlist/coordinate displacement as needed. Provide clear, friendly, and timely information on room types, packages, fees, policies, and local offerings.
5. Book Rooms: Assist guests in making reservations based on their preferences and requirements, ensuring accuracy in inputting reservation details into the hotel’s system (dates, rates, room type, payment preferences).
6. Document guest preferences, VIP notes, and accessibility needs, communicate to Front Office/Housekeeping.
7. Send and process secure credit card authorization forms (never collect card date by email/text); verify cardholder ID (if applicable) and the exact charges approved (e.g. room/tax vs incidental/parking) before arrival. 
8. Place/Release deposits and-pre-authorizations per policy’ route charges on folios correctly, including charging virtual cards as per policy.
9. Escalate any mismatches or fraud concerns on a secure credit card authorization form to a manager immediately.
10. Execute approved upsell and add-on programs (Parking, F&B, Experiences).
11. Customer Service: Address guest inquiries, requests, or changes to existing reservations, including modifications to booking dates or room types, while maintaining a positive and professional demeanor.
12. Promote Hotel Services: Identify opportunities for upselling or cross-selling hotel services and amenities during the reservation process to enhance the guest experience and maximize revenue.
13. Partner with Front Office on arrivals, upgrades, and room blocks.
14. Ensure special handling of repeat guests and VIP guest15
15. Work on PMS/CRS/Channel Manager and OTA extranets, maintain clean profiles and reservation accuracy.

Core Competencies

1. High School or equivalent education/experience required.
2. At least two (2) years’ experience as a Reservation Agent or relevant position with a reputable hotel
3. Strong ability in using MS Office and Outlook 
4. Have knowledge of entire Reservation Procedure according to The LINE Group manual system 
5. Knowledgeable in hotel and guest room facilities/services
6. Outstanding communication and interpersonal skills
7. Excellent reading, writing and oral proficiency in the English Language
8. Excellent organizational and time management skills
9. Excellent attention to detail
10. Ability to multitask.
11. Work well under pressure, be a team player.

Compensation & Benefits
We offer competitive wages and benefits while fostering a diverse and inclusive work experience. 
We thrive in being a diverse work environment. Consideration for employment will be based upon personal capabilities and qualifications without discrimination based on race, color, religion, sex, gender identity, age, national origin, disability, sexual orientation, or any other protected characteristic as established by law.
About our Brand

More than a group of hotels, the LINE is a creative community built around a sense of discovery — an exploration of a building, a neighborhood, and a culture. From Koreatown in LA to Adams Morgan in DC to downtown Austin, each property is architecturally interesting and chosen for its location in emerging neighborhoods in compelling cities. The LINE hotels are both reflective and responsive— shaped by the communities they are part of while also contributing something new to those places. The LINE properties are a collaboration of the best local and out-of-town talent in design, food and beverage, arts and culture.