Reservations Agent

Our hotels are unique, and we are looking for outstanding talent to provide exceptional customer service to our team.  Valencia Hotel Group is a collection of hotels are created for today’s passionate traveler, each of our hotels are intentionally built to showcase modern design and classic character. We are looking for team members who are ready to be empowered to go above and beyond.  

The Central Reservations Office is based in downtown San Antonio. This is an in-office position with a business casual dress code. Parking is available for employees.

JOB SUMMARY

The Reservations Agent serves as a key point of contact for guests seeking room accommodations across all Valencia Hotel Group properties. This role is responsible for handling inbound and outbound reservation calls, entering and maintaining accurate booking information, reviewing availability and reports, and delivering a high level of service that supports revenue optimization and guest satisfaction. The position plays a critical role in the overall guest experience and supports hotel operations through accurate data entry, communication, and collaboration with internal teams. The role also provides cross functional support to the Collaborative Revenue Optimization Team, assisting with projects, promotions, and office based operational needs as business demands evolve.

ESSENTIAL DUTIES & FUNCTIONS

• Guest Services
  • Provide courteous, professional, and knowledgeable service to all guests
  • Respond to guest inquiries regarding accommodations, rates, and policies
  • Assist guests with special requests and ensure accurate documentation
  • Address guest concerns professionally and escalate issues as appropriate

• Team Support and Training
  • Work collaboratively within the Collaborative Revenue Optimization Team
  • Support team goals related to service quality, accuracy, and productivity
  • Participate in required meetings and training sessions
  • Adapt to shifting priorities in a collaborative, team-oriented environment
  • Ability to manage shifting priorities and support multiple projects simultaneously

• Communication and Reporting
  • Communicate effectively with supervisors and team members regarding guest needs and operational updates
  • Document guest interactions and reservation details clearly and accurately

• Safety & Compliance
  • Follow all Valencia Hotel Group policies and procedures
  • Report unsafe conditions or concerns to a supervisor immediately
  • Maintain compliance with company standards and operational guidelines
• Operational Responsibilities
  • Handle inbound and outbound reservation calls for multiple hotel properties
  • Accurately enter, modify, and cancel reservations in the reservations system
  • Review daily and weekly reports related to reservations and availability
  • Maintain up-to-date knowledge of hotel offerings, loyalty program, rates, promotions, and policies
  • Assist with inventory management and availability review as assigned
  • Support Collaborative Revenue Optimization (CRO) initiatives by assisting with special projects as assigned
  • Support with daily/weekly/monthly reader board updates
  • Consistently meet established call center performance metrics/revenues
  • Successfully complete required monthly quality assurance and test calls

BASICS 

• Maintain cleanliness and organization in all work areas
• Display courteous behavior with guests and team members
• Report any unsafe conditions immediately
• Ensure office equipment is in proper working condition
• Perform any additional duties as assigned by leadership

Physical Requirements

• Sitting: Constantly, up to 8 hours per shift with appropriate breaks, using an adjustable office chair
• Standing/Walking: Occasionally
• Lifting/Carrying: Occasionally, up to 20 pounds
• Other Physical Requirements:
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  • Handling/Grasping: Frequently, including use of a computer keyboard, mouse, telephone, headset, and written documentation
  • Reaching: Occasionally, including arm’s-length extension to operate office equipment

Working Environment

• Interior: Climate-controlled office and call center environment; Shared Office Space
• Exterior: Minimal; may include limited exposure when entering or exiting the building

CANDIDATE PROFILE

Education and Experience

• High school diploma or equivalent required
• Previous customer service or call center experience preferred
• Hospitality or reservations experience strongly preferred

ESSENTIAL SKILLS AND QUALIFICATIONS 

• Strong verbal and written communication skills
• Excellent customer service and interpersonal abilities
• Effective time management and problem-solving skills
• Strong attention to detail and accuracy; Excellent organizational skills
• Proficiency in reservations systems, computer software, and telephone systems
• Ability to work in a fast-paced, call center environment
• Ability to work well independently and as part of a team
• Demonstrated reliability, punctuality, and consistent attendance

BENEFITS: 

• Medical, Dental, Life insurance
• Paid Time Off
• Paid Community Service Days
• Click here to learn more

Valencia Hotel Group (and all its affiliates) is an Equal Opportunity Employer Valencia Hotel Group provides equal employment opportunities to all persons. The company does not discriminate because of race, color, religion, sex, national origin, disability or ancestry in recruiting, hiring, placement, promotion or any other condition of employment and actively seeks a diverse and representative work force.

Valencia Hotel Group has been named in Newsweek’s list of America’s Greatest Workplaces in these categories:

America’s Greatest Workplaces for Women 2024

America’s Greatest Workplaces for Job Starters 2024