Reservations Agent

ABOUT L’ERMITAGE BEVERLY HILLS
L’Ermitage Beverly Hills has been a sanctuary of elegance and discretion since 1975. An exclusive Five-Star, AAA Five Diamond, Two Michelin Keys property, we are committed to delivering world-class hospitality in an intimate and refined environment. Every team member contributes to the timeless experience that defines L’Ermitage and is committed to offering travelers excellence in hospitality.

As a Reservations Agent, you are responsible for creating exceptional first and lasting impressions for every guest by delivering warm, personalized, and anticipatory service. Responsibilities include, but are not limited to, managing all aspects of the reservation process, including handling new reservations, modifications, and cancellations received by phone, email, or fax. Determines guests’ accommodation needs, verifies room availability and rates, explains guarantee and cancellation policies, and documents special requests to ensure an exceptional guest experience. Provides accurate information regarding hotel facilities, services, and accommodations, while utilizing sales and upselling techniques to maximize revenue opportunities. Maintains accurate reservation records by entering and updating information in the reservation system, including applying appropriate codes and rates for special reservation types. Addresses guest concerns professionally and follow established escalation procedures as needed. Upholds company policies, confidentiality standards, and quality expectations; delivers courteous and personalized service; maintains professional communication and appearance; collaborates effectively with team members; supports accessibility needs; and performs additional duties as assigned to contribute to the overall success of hotel operations. Success in this role requires exceptional communication, attention to detail, problem-solving skills, and a genuine passion for hospitality. Your mission will be to maintain the reputation of L’Ermitage as a premier destination for hospitality and excellence.

JOB SUMMARY:

• Provide telephone services for guests, vendors, and all incoming inquiries and direct calls to the appropriate personnel.
• Manage reservations using the hotel's property management system, ensuring accuracy and attention to detail.
• Provide accurate, thoughtful information regarding room types, suites, availably, rates, and hotel amenities.
• Responds to all guest requests in a timely manner, assesses the guest’s needs and provides helpful and accurate information about the property, accommodations, location, and the local area, adding personal recommendations where appropriate to achieve maximum customer satisfaction.
• Communicate with and welcome guests in a professional and hospitable manner. Interact with guests in a respectful and cheerful demeanor. Engage to ensure we are meeting all guests’ needs.
• Creates and accepts hotel and restaurant reservations from all channels, such as telephone, email, PBX, Internet, and other third-party sites following standard and protocol.
• Resolves customer complaints, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible and alerting a manager where appropriate.
• Communicate with travel partners such as Online Travel Agencies, Tour Operators, AirBnb, VRBO, etc.
• Accepts and executes gift certificate orders.
• Comply with all reservation-related safety, security and financial procedures, hotel policies and standards of conduct.
• Works harmoniously and professionally with co-workers and supervisors.
• Coordinate special requests, VIP notes, or guest preferences to support a seamless arrival experience.
• Communicate with sales department and property managers regarding group bookings, creating and managing group blocks, inputting rooming lists, creating billing patterns, etc.
• Communicate with front desk, housekeeping, and guest services to ensure reservations details are complete and timely.
• Assist in training new staff as requested.
• Review amenity orders for incoming arrivals. Make amenity deliveries to guest rooms as required.
• Attend departmental meetings and training sessions as required.
• Demonstrate a team-focused attitude and encourage collaboration.
• Understand and use safe work practices for all safety precautions including Emergency Evacuation Procedures, Violence in the Workplace, Accident Reporting, OSHA Compliance, and Bloodborne Pathogen Procedures.
• Comply with all policies as outlined in the Handbook, Property Supplement, or otherwise issued including time and attendance expectations, uniform and dress code standards, anti-harassment policy, and substances in the workplace.
• Perform other duties and responsibilities as assigned by management to support departmental and operational needs.

ESSENTIAL FUNCTIONS OF THE JOB:

• Ability to remain seated for up to 8 hours.
• Ability to move up and down stairs on occasion.
• Ability to use repetitive manual dexterity, such as typing, writing, and using a computer mouse for majority of shift.
• Ability to view a digital computer/tablet screen for extended period of time, up to 8 hours.
• Ability to communicate and exchange information effectively, must be able to hear clearly over the phone.
• Ability to read, write, speak, and understand English.
• Ability to complete a satisfactory background check.
• Ability to perform assigned tasks, operate equipment, and complete job duties in a safe manner.
• Ability to work flexible hours based on business needs including weekends and weekdays.

TECHNOLOGY AND EQUIPMENT USED:

• Computer
• Microsoft Office, including Teams, Outlook, Word, and Excel programs.
• Printer/Scanner/Copier
• Multi-line phone system
• Reservations Software
• Credit Card Processor
• Scheduling, Time Keeping, and Labor Management Software
• Phone/Tablet
• Radios/Walkies
• Point of Sales Software/Ticket Printer

WORKING ENVIRONMENT:

• Work will primarily take place in a hotel and/or restaurant environment, in both guest-facing and employee back of house areas.
• Professional office environment.
• Group and solo work.

KEY SKILLS & EXPERIENCE REQUIRED:

• 2+ years direct customer service experience in a hotel/lodging environment highly preferred (front desk, reservations, or rooms control experience strongly desired).
• Available and willing to work flexible hours, including weekends and holidays.
• High School diploma/GED.
• Proficient with computers and learning technical systems (Microsoft Office Suite, PMS experience, e.g., Opera or similar, a plus).
• Strong understanding of lodging operations, reservations, guest service etiquette, rates, packages, groups, and restrictions.
• Demonstrates natural leadership qualities with a positive team-focused attitude.
• Successful completion of satisfactory background check
• Demonstrates strong communication, organizational, and problem-solving skills.
• Expresses sincere enthusiasm for the role and passion for guest service excellence
• Must know how to prioritize, delegate, and respond in a timely fashion. Able to work under pressure, multi-task, and stay focused while maintaining hospitality.
• Sales orientation with ability to upsell and collaborate with Sales team.
• Passion for delivering personalized service in a sophisticated environment.

PAY RANGE (HOURLY): $25.00 - $26.00 USD

COMPANY BENEFITS & PERKS:

• Medical, Dental, Vision, and Supplemental Insurance Plans
• Health & Wellness Programs
• 401(k) Retirement Savings Plan with Company Match
• Paid Time Off and Paid Sick Leave
• Family Matters Program (Paid Parental Leave)
• Employee Travel Discounts
• Recognition Programs and Appreciation Events
• Training & Tuition
• Free On-Site Parking
• Dry Cleaning for Employee Uniforms

Benefits eligibility and offerings may vary based on employment status and applicable plan terms.

No Job Description for a position can possibly include all duties which may be requested by guests or required by the hotel. The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager. The items listed above are a summary of the major responsibilities of the position that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

L’Ermitage participates in the Department of Homeland Security's E-Verify Program to verify the employment eligibility of all newly hired employees.

#INDLBH

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.