ReservationistPosition Title: Reservationist Reports To: Reservations Manager FLSA Status: Non-Exempt PT: Thurs-Sun, 10:00am-6:30pm primarily - Nights, weekends, holidaysPosition Summary: The reservationist assists the reservations manager with managing all guest reservations & in-house inventory. Assisting with the set up & execution of group bookings, managing the hotel “switch board”, and assisting the front desk team on a daily basis. Will help monitor guest messaging platforms via email, text, over the phone, and in person. Providing all guests & associates with a tailored experience. Key Responsibilities:- A highly organized Phone Operator who can multi-task and comfortable in a high-volume location
- In this role you will handling all in-bound calls to the hotel and assist appropriately
- Assisting hotel callers with their inquiries in a friendly and professional manner
- Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message
- Providing attentive courteous and efficient service to all guests prior to arrival and throughout their stay while maximizing room revenue and occupancy
- Approach all encounters with guests and associates in a friendly service-oriented manner
- Maintain high standards of personal appearance and grooming which include wearing the proper uniform and name tag when working (per brand standards)
- Maintain regular attendance in compliance with vR Hospitality standards as required by scheduling which will vary according to the needs of the hotel
- Always comply with vR Hospitality policies standards and regulations to encourage safe and efficient hotel operations
- Maintain proper operation of the telephone switchboard and ensure that all vR Hospitality performance standards are met
- Handle requests for information mail and messages in an efficient and courteous manner
- Answer guest inquiries about hotel service facilities and hours of operation
- Answer inquiries from guests regarding restaurants transportation entertainment etc.
- Be aware of all rates packages and special promotions; Be familiar with all in house groups; Be aware of closed out and restricted dates
- Obtain all necessary information when taking room reservations and follow rate quoting scenario
- Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system
- Ensure logging and delivery of packages mail and messages as needed to guests and meeting rooms
- Always use proper two-way radio/slack/whistle etiquette when communicating with other associates
Qualifications:- High school diploma or equivalent required.
- Previous hotel front desk or customer service experience preferred; luxury hotel experience a plus.
- Strong communication and interpersonal skills.
- Ability to handle stressful situations with professionalism and resolve guest concerns effectively.
- Proficient in computer systems, including Windows, typing, and basic office software; experience with PMS preferred.
- Ability to work flexible schedules, including nights, weekends, and holidays.
- Ability to stand for extended periods and move quickly throughout the property as needed.
- Must be able to lift up to 50 pounds.
- Guest-focused mindset with a commitment to service excellence.
- Professional appearance and demeanor.
- Strong problem-solving and multitasking abilities.
- Team-oriented, with a positive and cooperative work ethic.
- Dependable, punctual, and accountable.
- Must be able to work without direct supervision.
Hotel Covington does not discriminate on the basis of race, disability, veteran status, sexual orientation, gender identity, or any other basis protected under federal, state or local laws. Hotel Covington is a smoke-free, drug-free facility, and an equal opportunity employer.
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