Relais & Châteaux · 1 week ago
Reservations Agent
Baltimore, MD
Full-time
Onsite
New Grad, Entry LevelRelais & Châteaux is seeking a Reservations Agent to join the team at The Ivy Hotel. The role involves managing guest reservations, ensuring excellent customer service, and coordinating with various hotel departments to enhance guest satisfaction.
Hospitality
Responsibilities
Assures that the reservations desk is covered and maintained at all times
Welcomes guests upon arrival in an efficient and friendly manner, using guest name whenever possible, and arrange for luggage to be delivered to in a timely manner
Utilizes a variety of computer systems to create or edit reservations, run daily reports, monitor room rates and availability
Reviews arrivals and departures for guest preferences and works closely with other departments (Front Office, Kitchen, Housekeeping, Maintenance and Valet) to ensure perfect customer service & satisfaction
Handles all guest interactions and responds to guest requests (in person, by phone or email) with the highest level of hospitality and professionalism
Resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. and accommodates special requests whenever possible
Performs courtesy calls to guests and logs responses in corresponding logbooks making sure to follow up where necessary
Posts and adjusts charges and information on all folios and accounts and provides appropriate backup to Financial Services. Settles bill accurately through credit card or cash transaction
Maintains a balanced bank assigned by the hotel, and reconciles all transactions at the close of each shift
Processes all external and internal calls either by redirecting calls or assisting the caller
Understands the hotel identity, and upholds all service procedures and communication standards as outlined by The Ivy Standard Operating Procedures
Works harmoniously and professionally with co-workers, supervisors and managers - assist with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Bell Staff, Room Service, Maintenance and Housekeeping departments
Handle and distribute faxes, voice messages and written messages for personnel and hotel guests
Qualification
Required
Previous customer related experience an asset
Associate Degree or higher
Must be available to work weekends and holidays - May be required to work varying schedules to reflect the business needs of the hotel
Must possess outstanding guest services skills and sophisticated verbal communication skills
Proof of eligibility to work in the United States is required
Must have basic computer skills and general knowledge of Microsoft Office
Ability to focus attention on guest needs, remaining calm and courteous at all times
Preferred
Prior experience as a front desk/reservations agent
Property Management Software (PMS) knowledge
Hospitality degree
Fluency in one of the following languages: Spanish, French, Italian, Japanese, Mandarin, German or Arabic
Benefits
Paid Vacation and Holidays
Medical and Dental Insurance
Short and Long Term Disability Insurance
Basic and Optional Life Insurance
Retirement Savings Plan
Company
Relais & Châteaux
Relais & Châteaux is an exceptional worldwide collection of 580 unique, independently operated hotels and restaurants, united by strong values and a devotion to excellence across every aspect of hospitality.
Founded in 1954
10001+ employees
Funding
Current Stage
Late StageCompany data provided by crunchbase