- Full-Time
- Permanent
- SLS
- Sales & Marketing
__jobinformationwidget.freetext.LocationText__
SLS South Beach Miami, Miami, United States
__jobinformationwidget.freetext.ExternalReference__
REF61617Z
PM Hospitality Reservations Agent, Luxury Lifestyle Call Center
Region
Luxury & Lifestyle
From our dazzling location in the heart of Miami, Ennismore offers both our staff and our guests a hip, cutting-edge experience in the world of hotels as theater. We have an exciting job opportunity to join our Team as a Reservations Agent at our Luxury and Lifestyle Call Center!
Job Purpose:
Under the guidance of the Call Center Manager, the Reservations Agent is responsible for answering all telephone inquiries with regard to the room, F&B, Nightlife, Spa, and information for the hotel. The agent is to answer all inquiries in a professional, courteous, and efficient manner and attempt to secure a guaranteed reservation whenever possible.
Duties & Functions:
- Answer all phone calls promptly and in a courteous manner.
- Be knowledgeable of current rates, marketing specials, resort operations, and other information necessary to answer guest inquiries.
- Know the layout of the hotels including all room types, suites, and meeting rooms.
- Have a complete working knowledge of the reservation functions in the Call Center.
- Be aware at all times of the selling status of the hotels.
- Have a complete knowledge of our special rates and packages and know which benefits are included in each.
- Secure all required information from the guest when making a reservation.
- Understand and follow the reservation policy pertaining to guarantees, cancellations, and no- shows and communicate them clearly to each guest.
- Follow up on any guest requests to ensure satisfaction in a friendly and professional manner.
- Process all advance deposits on future reservations and post each deposit to the guest’s reservation.
- Balance and run necessary reports daily.
- Handle daily correspondence; respond to inquiries and make reservations as needed, maintain correspondence files, and mail out brochures as requested.
- Be aware of and adhere to the rules and regulations of the Call Center.
- Participate in departmental meetings assisting in the development of daily operations and the overall Call Center and related areas.
- Create and maintain positive relationships with all departments within the hotels and know how they relate to the Call Center.
- Be knowledgeable of all Food and beverage venues, operations, events, specials, hours of operations, and any other relevant information to process reservations/bookings and answer all inquiries.
- Where applicable, be knowledgeable of the spa including basic service treatments, rates, and any other information necessary to answer guest inquiries.
- Where applicable, be knowledgeable of Nightlife venues, operations, events, hours of operations, and any other relevant information to process reservations/bookings and answer all inquiries.
- Assist with inputting weekend third-party reservations such as Internet and wholesale.
- Any other reasonable duties as assigned by the supervisor or manager
- We recognize we are in the hospitality industry and that may require us to provide lateral service. We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional service
ADDITIONAL RESPONSIBILITIES
- Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
- Communicate with team members using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions, and provide accurate information.
- Remain calm and alert, especially during emergency situations and/or heavy restaurant activity, serving as a role model for the team and other team members. Interact with other department personnel and venue staff as needed.
- Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.
SUPPORTIVE FUNCTIONS
In addition to the performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
- Attend mandatory meetings including divisional meetings, staff meetings, etc.
- Participate in community events and ensure corporate social responsibility goals of the company are met.
- Utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), Micros, ADP, Open Table, and any departmental-specific systems used.
- Keep the work area clean and organized.
- Ensure confidential documents are kept in a secured area.
- When disposing of confidential documents that contain any personally identifiable information, they must be shredded or pulverized.
- Complete other duties as assigned by the Department Head.
- Demonstrate positive leadership characteristics, which inspire Team Members to meet and exceed standards.
- Ensure compliance with The company’s policies and procedures.
OTHER DUTIES
- Assimilate into The company’s culture through understanding, supporting and participating in all The company elements. Demonstrate working knowledge of the service standards.
- Regular attendance in conformance with the standards, which may be established by The company from time to time, is essential to the successful performance of this position.
- Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the property.
GROOMING/UNIFORMS
All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.
OTHER
Additional language ability preferred.
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
- High School Diploma or equivalent required. Bachelor’s Degree preferred
- Minimum one year experience in front desk operations, or other related guest-facing role, and/or one year experience in direct sales, service, or retail trade; OR, an equivalent combination of education and experience. Preferably in an upscale or lifestyle brand hotel
- An intermediate to proficient understanding of Computer systems such as Opera, GoConcierge, HotSOS, Microsoft Word, Excel & Outlook is preferred
- Enter and locate work-related information using computers and/or point-of-sale systems
- Ability to spend extended lengths of time viewing a computer screen
- Possess a gracious, friendly, and fun demeanor
- Ability to multitask, work in a fast-paced environment, and have a high level of attention to detail
- Maintain positive and productive working relationships with other employees and departments
- Ability to work independently and to partner with others to promote an environment of teamwork
- Must be able to stand or walk a minimum eight-hour shift.
- Must be observant and quick to respond to various situations while also multitasking and handling stressful situations.
- Must be able to twist, tow (push or pull), reach, bend climb, and carry objects as necessary.
- Must have excellent communication skills and be able to read, write, speak and understand English.
All your information will be kept confidential according to EEO guidelines.
Discover a world where life pulses with passion
Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.
When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.
LET
YOUR PASSION SHINE
We foster
our creativity, our excellence and progressiveness. We interconnect with
each other and our environment, to create a new kind of quiet luxury. With us, you can take pride in
being part of a wider global team leading the way in local sustainability
initiatives. Working together with our communities, we will empower you to
make your own meaningful impact.
Let your passion shine
We take pride in promoting heartfelt hospitality with a French Zest, valuing passion, excellence and emotional intelligence. We pioneer a committed and sustainable approach to luxury, encouraging openness and inclusivity. We value new encounters with colleagues and guests from all horizons with a goal of creating a distinctive culture together.
JOIN US
Related jobs
Salary
Location
, Pa Tong, Thailand
Experience Level
Mid-Senior Level
Job Schedule
Full-Time
Brands
TRIBE
Job type
Permanent
Locations
Thailand
Job Category
Sales & Marketing
Description
Key Responsibilities include: • Developing relationships with travel agents and tour operators • Identifying and converting new business opportunities • Executing and renewing wholesale contracts
Reference
2d541f46-5c04-4127-aafd-e8ee818df1b8
Expiry Date
01/01/0001
Salary
Location
Novotel London Waterloo, London, United Kingdom
Experience Level
Mid-Senior Level
Job Schedule
Full-Time
Brands
NOVOTEL
Job type
Permanent
Locations
London
Job Category
Sales & Marketing
Description
Our mission at Novotel London Waterloo is to create memorable moments for our guests, by connecting hearts from arrival to farewell.A job, a career or a calling - whatever brings you here, we have som
Reference
bd85fad8-517c-4010-95ec-baba020df2a2
Expiry Date
01/01/0001
Salary
Location
Mama Shelter Zurich (Opening July 2025), Zürich, Switzerland
Experience Level
Mid-Senior Level
Job Schedule
Full-Time
Brands
MAMA SHELTER
Job type
Permanent
Locations
Zürich
Job Category
Sales & Marketing
Description
Would you like to participate to the opening of our new Mama Shelter in Zürich?]THE MISSION? At Mama, companies get things done while having fun! 🎉 We offer them a unique event experience 🎈 and you
Reference
ef227ab9-ae80-4d2e-80f3-3bf4cd78a89a
Expiry Date
01/01/0001
Salary
Location
Sofitel Quiberon Thalassa sea & spa, Quiberon, France
Experience Level
Student
Job Schedule
Full-Time
Brands
SOFITEL
Job type
Internship
Locations
France
Job Category
Sales & Marketing
Description
Vous souhaitez une expérience enrichissante en Communication dans un établissement haut de gamme situé dans un cadre incroyable ? Nous proposons un stage d'Assistant(e) communication / Community Manag
Reference
c3bbd439-79c7-4e25-819d-590ef928e5b0
Expiry Date
01/01/0001
Salary
Location
Fairmont Le Manoir Richelieu, La Malbaie, Canada
Experience Level
Associate
Job Schedule
Full-Time
Brands
FAIRMONT
Job type
Permanent
Locations
La Malbaie
Job Category
Sales & Marketing
Description
Création et diffusion de contenu : Concevoir des contenus écrits et visuels alignés avec l’image du Manoir, et les diffuser sur le web, les réseaux sociaux, les supports imprimés et lors d’événements,
Reference
98a34597-3057-420b-9b6b-3eb85422ab2f
Expiry Date
01/01/0001
Salary
Location
Sofitel Shahd Al Madinah, Madinah, Saudi Arabia
Experience Level
Mid-Senior Level
Job Schedule
Full-Time
Brands
ACCOR
Job type
Permanent
Locations
Madinah
Job Category
Sales & Marketing
Description
Consistently offer professional, friendly, and engaging serviceSupport the Reservations Manager in leading and managing all aspects of the Reservations department and ensure all service standards are
Reference
e03f38b5-f910-4d82-9489-cd8fb50818ed
Expiry Date
01/01/0001
Salary
Location
Cape Grace, A Fairmont Managed Hotel, Cape Town, South Africa
Experience Level
Mid-Senior Level
Job Schedule
Full-Time
Brands
FAIRMONT
Job type
Permanent
Locations
Cape Town
Job Category
Sales & Marketing
Description
Purpose of the job Together with the Marketing Manager, assisting in developing, implementing and executing a Digital Marketing Strategy for the Hotel and working with all relevant stakeholders to en
Reference
db6dfe25-ba01-4bda-a0a5-44b99e961c95
Expiry Date
01/01/0001
Salary
Location
Raffles Maldives Meradhoo Resort, Malé, Maldives
Experience Level
Director
Job Schedule
Full-Time
Brands
RAFFLES
Job type
Permanent
Locations
Malé
Job Category
Sales & Marketing
Description
As Director of Sales & Marketing, your key responsibilities are to architect and steer hotel sales and marketing strategies into a new era of growth and innovation. This senior role demands a blend of
Reference
70e09dd9-342e-4672-8602-62daf1ad6a7d
Expiry Date
01/01/0001
Salary
Location
São Paulo, Brazil
Experience Level
Executive
Job Schedule
Full-Time
Brands
ACCOR
Job type
Permanent
Locations
São Paulo
Job Category
Sales & Marketing
Description
Objetivo do cargoAtuar na execução das estratégias de marketing digital voltadas para os canais diretos e para o marketing de relacionamento, seguindo o calendário de ações definido. Isso inclui a imp
Reference
7059ccc9-08a7-4d43-b849-1d9218d41b76
Expiry Date
01/01/0001
Salary
Location
Pullman Paris Tour Eiffel, Paris, France
Experience Level
Student
Job Schedule
Full-Time
Brands
PULLMAN
Job type
Internship
Locations
Paris
Job Category
Sales & Marketing
Description
Technique métier et relation client :Est responsable de la satisfaction du client dès la signature du contrat de vente de l'évènement jusqu'à la fin de la prestation.Coordonne les services impliqués d
Reference
48c69906-5a0a-46c4-b35d-47b3a1974fec
Expiry Date
01/01/0001