Reservationist

Reservationist

Position Title: Reservationist Reports To: Reservations Manager FLSA Status: Non-Exempt PT: Thurs-Sun, 10:00am-6:30pm primarily - Nights, weekends, holidays

Position Summary: The reservationist assists the reservations manager with managing all guest reservations & in-house inventory. Assisting with the set up & execution of group bookings, managing the hotel "switch board", and assisting the front desk team on a daily basis. Will help monitor guest messaging platforms via email, text, over the phone, and in person. Providing all guests & associates with a tailored experience.

Key Responsibilities:

• A highly organized Phone Operator who can multi-task and comfortable in a high-volume location
• Handling all in-bound calls to the hotel and assist appropriately
• Assisting hotel callers with their inquiries in a friendly and professional manner
• Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message
• Providing attentive courteous and efficient service to all guests prior to arrival and throughout their stay while maximizing room revenue and occupancy
• Approach all encounters with guests and associates in a friendly service-oriented manner
• Maintain high standards of personal appearance and grooming which include wearing the proper uniform and name tag when working (per brand standards)
• Maintain regular attendance in compliance with vR Hospitality standards as required by scheduling which will vary according to the needs of the hotel
• Always comply with vR Hospitality policies standards and regulations to encourage safe and efficient hotel operations
• Maintain proper operation of the telephone switchboard and ensure that all vR Hospitality performance standards are met
• Handle requests for information mail and messages in an efficient and courteous manner
• Answer guest inquiries about hotel service facilities and hours of operation
• Answer inquiries from guests regarding restaurants transportation entertainment etc.
• Be aware of all rates packages and special promotions; Be familiar with all in house groups; Be aware of closed out and restricted dates
• Obtain all necessary information when taking room reservations and follow rate quoting scenario
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system
• Ensure logging and delivery of packages mail and messages as needed to guests and meeting rooms
• Always use proper two-way radio/slack/whistle etiquette when communicating with other associates

Qualifications:

• High school diploma or equivalent required.
• Previous hotel front desk or customer service experience preferred; luxury hotel experience a plus.
• Strong communication and interpersonal skills.
• Ability to handle stressful situations with professionalism and resolve guest concerns effectively.
• Proficient in computer systems, including Windows, typing, and basic office software; experience with PMS preferred.
• Ability to work flexible schedules, including nights, weekends, and holidays.
• Ability to stand for extended periods and move quickly throughout the property as needed.
• Must be able to lift up to 50 pounds.
• Guest-focused mindset with a commitment to service excellence.
• Professional appearance and demeanor.
• Strong problem-solving and multitasking abilities.
• Team-oriented, with a positive and cooperative work ethic.
• Dependable, punctual, and accountable.
• Must be able to work without direct supervision.