Grove Hotel Reservations Agent

Reservation Agent

Experts in the art of hospitality, the Grove Hotel and the Block22 Companies create memorable experiences. We are a destination for experiences beyond the ordinary, in the heart of downtown Boise. As a Reservation Agent at the Grove, you'll provide great service while supporting our guests' travel plans and ensuring a smooth reservation process from start to finish.

Job Duties and Responsibilities:

• Provide outstanding service to guests through phone, email, and online booking channels.
• Sell, record, and cancel reservations while answering guest questions about accommodations, transportation, and local attractions.
• Maintain in-depth knowledge of the hotel's reservation systems and procedures to ensure accurate confirmations and correspondence.
• Review future arrival reports for accuracy, errors, duplicate bookings, and special package or corporate rates.
• Troubleshoot reservation issues and follow through to resolution.
• Collaborate with the front desk, PBX, sales, and other departments to support seamless guest service.
• Manage external booking engines, balance inventory, and resolve discrepancies for both team members and guests.
• Follow all rate and oversell policies and contribute to revenue growth through strategic decision-making.
• Contribute ideas and improvements to enhance both guest and team member experiences.
• Perform other job-related duties as assigned.

Requirements:

• Customer Service Experience Preferred, Hospitality Service Experience a plus.
• Computer and Telephone based proficiency and ability to learn new systems
• Proficient in Microsoft Outlook and Microsoft Office.
• Strong verbal and written communication, multitasking, and problem-solving skills.
• Ability to remain calm and courteous during high call volume.
• Must adhere to company, property, and departmental safety procedures.
• Must be able to communicate clearly via phone and email.

Physical Requirements:

• Ability to sit or stand for extended periods while working at a computer and answering phones.
• Lift up to 15 pounds occasionally (e.g., office supplies or printed materials).

Block 22, LLC is proud to offer an award-winning, comprehensive benefit package to all full-time employees designed to support your health, well-being and future.

Successful candidates exhibit the core values of Teamwork, Respect, Integrity and Passion while delivering our core purpose of serving and inspiring our communities by creating memorable experiences through integrity and teamwork.