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At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application.
We welcome applicants with disabilities and provide reasonable accommodations as needed to our applicants. Please discuss with our hiring managers during our selection processes.
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SUMMARY
The Central Reservations Agent serves as the voice of the hotel when guests first call to inquire about booking. This role requires the Agent to take guest reservations in a professional and courteous manner.
ESSENTIAL FUNCTIONS
Job duties include; although are not limited to:
Providing excellent customer service to all guests and taking reservations using proper hotel verbiage, ensuring to adhere to hotel standards
Accurately inputting and organizing reservation information via rooming lists, internet, travel agency requests, sales department, and reception with appropriate follow up
Maintaining accurate logs of special requests and ensuring that requests are blocked in PMS or front office system
Answering and directing in-bound calls to the hotel and frequently using email and fax systems, coordinating and responding to mailed correspondence
Understanding the selling strategy for the hotel by knowing the status of room inventory and following it
Processing rooming lists accurately as well as all changes and cancellations for group reservations
Controlling and blocking rooms as well as pre-blocks for special groups
Ensuring that all reservations transferred to PMS or front office system are accurate
Aggressively selling hotel rooms to maximize transient room revenue using up-selling and yield management techniques per company policy
Memorizing hotel facilities and giving clear directions to the hotel for inquiring guests
Ability to perform other duties as required
**Please keep in mind that after thirty (60) days of on-site work and training, this role may transition to a hybrid work-from-home schedule**
QUALIFICATIONS
High school Diploma or equivalent required
Minimum of two (2) years’ experience in a customer service role required
Previous experience working in an upscale/luxury hotel preferred
Excellent telephone etiquette and verbal and written communication skills required
Knowledge of Microsoft Office products such as Word, Excel, and Outlook required
Enjoy interacting with people in a fast-paced environment
Excellent organizational and time management skills
Must possess a positive attitude
Must be willing to participate in a learning environment
Must be able to quickly adapt to effectively using new software products
Must be dependable and available to work a flexible schedule (weekends, nights and/or holidays) based on business demands
PHYSICAL REQUIREMENTS
Most work tasks are performed indoors. Temperature is moderate and controlled by environmental systems. Must be able to sit at a desk for up to 6 hours a day. Walking and standing are occasionally required. Must be able to lift up to 15 lbs. on a regular and continuing basis. This position requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability, and visual acuity.
Sign-On Bonus Eligibility:
This position qualifies for a one time $1,000 sign-on bonus, payable following 90 days of continuous employment. Payment is subject to active employment status and satisfactory performance at the time of payout.
Additional Job Description
The pay scale for the Central Reservations Agent is $21.00 an hour. The pay scale is the base hourly wage range, exclusive of incentive pay such as commissions, piece rates, gratuities, and the like, that Montage reasonably expects to pay for the position. Please let us know if you have any questions.
In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
