Reservations Agent

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

LHG's approach to hospitality centres on open and genuine interactions with guests, colleagues and the world around us. With dedicated colleagues across four continents, we foster an engaging and respectful workplace to nurture careers, delight guests, and embrace the company's vision to building great memories together.

PRIMARY OBJECTIVE OF POSITION:

The Reservations Agent is responsible for creating exceptional guest experiences through professional, personalized, and efficient reservation services. This role converts inquiries into confirmed reservations while maximizing revenue opportunities through effective selling techniques, strong knowledge of hotel offerings, and accurate management of guest preferences. The Reservations Agent serves as a key ambassador of The Langham Boston brand by anticipating guest needs, providing luxury-level communication, elevating the guest booking experience, and ensuring every reservation interaction reflects the highest standards of service.'

RESPONSIBILITIES AND JOB DUTIES:

• Answer all inquiries in a timely manner with focus on converting into a reservation, while following company service standards.
• Maximize sales through upselling and having complete knowledge of the hotel to assist and anticipate guests’ needs.
• Respond to both internal and external reservation inquiries within 24 hours.
• Ensure accuracy of room reservations and requests, general inquiries, maintaining group blocks and VIP reservations.
• Maintain accurate files, reports and SOPs.
• Know, understand and communicate applicable deposit, guarantee and cancellation policies as requested.
• Complete daily checklist and ensure tasks are completed efficiently and accurately, and assist team as needed.
• Support Reservations Manager in day to day operation of department, monitor inventory and alert Manager of any urgent demand trends.
• Collaborate with various departments to ensure flawless execution and participate in solving problems with other departments.
• Recommend room upgrades, packages, and hotel experiences.
• Identify revenue opportunities while maintaining guest satisfaction.
• Identify opportunities for reservation upsells.
• Respond professionally through telephone, email, and all digital channels and takes ownership of guest requests until fully resolved.
• Works closely with Front Office, Housekeeping, Sales, Engineering and Guest Relations .
• Ensures all departments receive accurate reservations information to enhance seamless guest experience.

PHYSICAL DEMANDS:

• Digital dexterity, e.g. using computer keyboard, computer/software applications
• Stand, sit, reach, grasp, lift/carry, walk, climb, kneel, squat, bend, push/pull.

SPECIAL SKILLS REQUIRED:

• Sets high personal performance standards with strong performance record and ability to work in a fast paced environment.
• Excellent communication skills in both written and spoken English. Communicates openly and clearly, develops positive working relationships at all levels and manages conflict effectively.
• Presents powerful arguments which persuade others. Motivate and inspires others to perform.
• Adapts quickly and positively to new situations and continue to be productive in changing circumstances.
• Ability to use and create written (verbal/visual) sources of information, e.g. read reports, procedural documentation, and reference materials.
• Make decisions requiring limited judgment, e.g. task sequencing, filing, and tracking email.
• Perform activities requiring sustained concentration, e.g. training, designing, and planning work.
• Use non-verbal/visual sources of information, e.g. reference graphs, tables.
• Use electronic and oral communication to perform work, e.g. answer telephone, greet visitors, and conduct in person and virtual meetings, client entertaining and domestic and international travel.
• Prompt and systematic decision making skills and, prioritizing workload.
• Good interpersonal and presentation skills for working with third party partners and the internal marketing with an executive team.
• Due to the cyclical nature of sales, work schedule may vary to reflect the business needs of the hotel/clients. 

EDUCATION/ EXPERIENCE /LICENSES OR CERTIFICATES / REQUIRED:

• 2-year degree minimum and hotel experience preferred.
• Luxury hotel, Front Office, Reservations, Call Center, or Sales experience preferred.
• PMS and reservations experience preferred.
• Strong computer proficiency required.

PAY RANGE:

• $34.20 - $34.50 per hour