Reservations Agent

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.
• https://careers.accor.com/global/en/job/pm-hospitality-reservations-agent-luxury-lifestyle-call-center-in-sls-south-beach-miami-miami-united-states-jid-49057