Reservation Agent

Petit Ermitage an 80 all-suite hotel, featuring a Private Rooftop, with a Garden, indoor/ outdoor lounge spaces, a saltwater pool and 360 degree views of the Hollywood hills our hotel attracts an eclectic, elegant and largely European clientele. We operate on the premise that excellent customer service can be delivered to our guests while our staff maintains a familial, respectful, positive and fun working environment.

Petit Ermitage seeks an individual that possesses a distinct and pleasant personality, excellent work ethic, a positive attitude, eye for detail and a natural aptitude for absorbing new information quickly for the Reservations Agent position.
As a Reservations Agent, you will manage reservations, rates and restrictions and implement yield strategies to maximize Revenue. Provide the hotel’s revenue management team with relevant reports to make timely strategic decisions and implement the changes as needed.

JOB DUTIES:
• Answer telephone calls within 3 rings
• Greet prospective guests in a friendly manner using clear, verbal English communication.
• Ascertain callers' needs through open-ended questions.
• Describe room accommodations and all amenities.
• Obtain all designated information to book a reservation.
• Access guest history records to best service guests; maintain accurate information in guest history files.
• Maximize rate for all reservations.
• Promote and sell holiday and other packages to callers requesting reservations on designated dates.
• Verify availability. Suggest alternate dates for sold-out dates.
• Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
• Read pace reports daily and use analytics to make changes in hotel pricing
• Open and close room inventory on booking channels
• Input and retrieve data using a computer reservation system and utilizing codes for efficiency.
• Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc
• Know, understand, and communicate applicable deposit and guarantee policies as requested.
• Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out.
• Process and handle group rooming lists, reservations, and associate reservations requests by inputting data into the reservations system.
• Build and monitor group masters, cutoff dates and group cancellations, releasing any unused rooms at the determined time.
• Work with Front Office in pre-blocking group rooming lists prior to arrival.
• Calculate and prepare rooms reports to determine sources of business using various computer systems.
• Communicate both verbally and in writing to provide clear direction to staff.
• Other duties may be assigned.

Experience:
• High School Diploma or equivalent required.
• Hotel experience preferred.
• Ability to type approximately 40 WPM.
• Must possess excellent communication skills, both verbal and written, in primary language used in the
workplace.
• Ability to learn and master multiple software systems required.
• Strong working knowledge of Microsoft Office, Excel, Word.
• Must be organized with the ability to handle multiple tasks.
• Previous hotel experience in a Reservations, Front Office, Sales and Marketing or Accounting
environment is preferred.

EOE

Petit Ermitage an 80 all-suite hotel, featuring a Private Rooftop, with a Garden, indoor/ outdoor lounge spaces, a saltwater pool and 360 degree views of the Hollywood hills our hotel attracts an eclectic, elegant and largely European clientele. We operate on the premise that excellent customer service can be delivered to our guests while our staff maintains a familial, respectful, positive and fun working environment.

Petit Ermitage seeks an individual that possesses a distinct and pleasant personality, excellent work ethic, a positive attitude, eye for detail and a natural aptitude for absorbing new information quickly for the Reservations Agent position.
As a Reservations Agent, you will manage reservations, rates and restrictions and implement yield strategies to maximize Revenue. Provide the hotel’s revenue management team with relevant reports to make timely strategic decisions and implement the changes as needed.

JOB DUTIES:
• Answer telephone calls within 3 rings
• Greet prospective guests in a friendly manner using clear, verbal English communication.
• Ascertain callers' needs through open-ended questions.
• Describe room accommodations and all amenities.
• Obtain all designated information to book a reservation.
• Access guest history records to best service guests; maintain accurate information in guest history files.
• Maximize rate for all reservations.
• Promote and sell holiday and other packages to callers requesting reservations on designated dates.
• Verify availability. Suggest alternate dates for sold-out dates.
• Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
• Read pace reports daily and use analytics to make changes in hotel pricing
• Open and close room inventory on booking channels
• Input and retrieve data using a computer reservation system and utilizing codes for efficiency.
• Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc
• Know, understand, and communicate applicable deposit and guarantee policies as requested.
• Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out.
• Process and handle group rooming lists, reservations, and associate reservations requests by inputting data into the reservations system.
• Build and monitor group masters, cutoff dates and group cancellations, releasing any unused rooms at the determined time.
• Work with Front Office in pre-blocking group rooming lists prior to arrival.
• Calculate and prepare rooms reports to determine sources of business using various computer systems.
• Communicate both verbally and in writing to provide clear direction to staff.
• Other duties may be assigned.

Experience:
• High School Diploma or equivalent required.
• Hotel experience preferred.
• Ability to type approximately 40 WPM.
• Must possess excellent communication skills, both verbal and written, in primary language used in the
workplace.
• Ability to learn and master multiple software systems required.
• Strong working knowledge of Microsoft Office, Excel, Word.
• Must be organized with the ability to handle multiple tasks.
• Previous hotel experience in a Reservations, Front Office, Sales and Marketing or Accounting
environment is preferred.

EOE