Reservations Agent

Reservations Agent West Hollywood, CA Job Details Full-time $34 - $35 an hour 1 day ago Qualifications Live chat Sales negotiation Microsoft Excel Guest relations Phone communication Inventory management Upselling English Mid-level Sales experience within hospitality industry 3 years Productivity software Achieving sales targets Leadership Communication skills Customer complaint resolution Time management Client interaction via phone calls Full Job Description

SUMMARY/OBJECTIVE

The Reservations Agent is a great salesperson who believes in their product and enjoys converting each and every call or request into new experiences for the guest, and revenue for the hotel. They are intelligent, knowledgeable, and seek every opportunity to upsell—they enjoy the energy of driving direct bookings and yielding strategies. They are smart, have great communication skills, win every day, and have fun while doing so. Their guests feel they have gotten the best deal out of every interaction with them. The reservation agents work under the direction of the Director of Sales and Marketing to achieve specific sales targets.

ESSENTIAL JOB FUNCTIONS

Responsibilities and essential job functions include the following: Answer PUBLIC phones within three rings with a smile and engage with guests in a caring, thoughtful, and energetic manner Answer all webchats within predefined service standard Accept all room reservations, changes and cancellations with grace and following all protocol including securing payment for billing as well as quote pricing aligned with PUBLIC Standard Operating Procedures Handle all guest conflict, concerns, billing issues as needed aligned with PUBLIC Core Values and Standard Operating Procedures. Inputting of all group reservation lists and managing any changes to names, arrival or departure dates Sell and describe all aspects of PUBLIC, the rooms, the hotel, the food & beverage offerings and describe all aspects of the room categories and amenities to all guests—achieve specific upsell targets Know everything about the design of the hotel, including architects and artists Reorganize inventory and balance room types/house oversells to maximize revenue and guest satisfaction, under the guidance of the Director of Sales and Marketing Be an expert in concierge services, referring to PUBLIC's Neighborhood Guide to recommend the best places to dine, drink, shop and be entertained throughout West and Hollywood Curate guest communication to be special for each guest—differentiate between returning and first-time guests Provide excellent, friendly, courteous and professional service to all internal and external guests, in every interaction. All other responsibilities, tasks and special projects as assigned by leadership

REQUIRED SKILLS AND QUALIFICATIONS

Minimum of 3 years' sales experience in hospitality or a related industry. Demonstrated success in achieving or exceeding sales targets. Excellent communication, negotiation, and presentation skills. Strong organizational and time management skills. High proficiency in Microsoft Office (Word, Excel, PowerPoint). Experience with Delphi and StayNTouch a plus. Ability to work a flexible schedule including evenings, weekends, and holidays as needed. Professional, polished appearance and demeanor consistent with brand standards. Friendly, energetic, authentic, and team-oriented approach. Fluency in English (written and spoken). Professional telephone etiquette Organized and capable of multi-tasking and time management Mastering of PMS (Stay N Touch) and all technology related to Reservations Ability to maintain a positive and professional attitude at all times Know how to participate in a team environment and assist other departments when needed, providing lateral service.

OVERVIEW

At PUBLIC , service is at the heart of everything we do. Our team delivers a service that is personal, gracious, friendly, knowledgeable, and genuine. We believe in creating memorable experiences by connecting with guests on a human level—through passion, empathy, curiosity, and authenticity. We welcome candidates from all backgrounds and experiences. We are an inclusive employer and celebrate diversity in all forms. PUBLIC is committed to creating an environment where everyone feels welcomed, respected, and supported. This is a unique opportunity to join the latest venture from iconic hotelier Ian Schrager and help shape the continued growth of the PUBLIC brand.