Reservations Agent at Boston Harbor Hotel – Boston, Massachusetts

BOSTON HARBOR HOTEL

POSITION DESCRIPTION

JOB SUMMARY

The Boston Harbor Hotel is seeking a Reservations Agent to join our dynamic team. In this role, you will be responsible for managing all incoming reservations, delivering exceptional customer service, and maintaining the hotel’s luxurious reputation. You will handle reservations via phone and email quoting rates and room types, detail reservations, address special requests, and ensure accurate data management. The ideal candidate will be proactive in upselling, possess strong attention to detail, and have a deep knowledge of hotel services and amenities to enhance the guest experience. A focus on teamwork, professionalism, and delivering Forbes 5-Star standards is essential to succeed in this role.

CANDIDATE PROFILE

Education:

Bachelor’s degree, preferably specializing in Hospitality, Business Administration, and or related major or equivalent experience is preferred.

Experience:

Must have at least two (2) or more years of related guest experience, with experience in Hospitality preferred.

Key Responsibilities:

As a Reservations Agent, your primary responsibilities will include, but are not limited to:

• Answer all incoming reservation calls in a timely and professional manner, delivering exceptional customer service and upholding the hotel’s luxurious standards.
• Correspond with guests, clients, and travel agents to accommodate special requests for rooms, rates, and packages, and process all telephone reservations efficiently.
• Operate property management software (e.g., OPERA), verify reservation details, and process deposits. You’ll also manage reservation data and prepare daily reports.
• Identify opportunities to upsell premium rooms, packages, and additional services, ensuring guests’ best interests are maintained.
• Verify work for accuracy, detail, neatness, and compliance with policies. Review special requests and VIP forms, and process group bookings, corporate members, and sales bookings.
• Address guest complaints in collaboration with appropriate hotel personnel, ensuring prompt resolutions to maintain guest satisfaction.
• Maintain thorough knowledge of all hotel facilities, services, and amenities, and promote them whenever possible to enhance the guest experience.
• Research travel agent commissions, generate guest confirmations, and process in-house reservation requests. Additionally, you may be asked to complete various administrative duties assigned by the Reservations Manager.

To be successful in this role, you should possess the following qualifications:

• At least 1-2 years of experience in a similar reservations or customer service role within a luxury hotel environment. Experience with property management software, such as OPERA, is preferred.
• Exceptional verbal and written communication skills in English are essential. Proficiency in additional languages is a plus.
• Strong interpersonal skills and a professional, courteous, and enthusiastic attitude, consistently meeting Forbes 5-Star standards of service.
• Ability to manage multiple tasks, prioritize effectively, and handle high volumes of reservations and inquiries in a fast-paced environment.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and experience in handling computer systems and phones in an accurate and efficient manner.
• Demonstrated ability to work cohesively and collaboratively with a team of professionals.
• Sound judgment and logical decision-making skills to evaluate situations and utilize appropriate resources when needed.
• Must be self-directed, motivated, and demonstrate initiative in completing tasks with minimal supervision.