Grove Hotel Reservations Agent

Job Duties and Responsibilities

• Provide outstanding service to guests through phone, email, and online booking channels.
• Sell, record, and cancel reservations while answering guest questions about accommodations, transportation, and local attractions.
• Maintain in-depth knowledge of the hotels reservation systems and procedures to ensure accurate confirmations and correspondence.
• Review future arrival reports for accuracy, errors, duplicate bookings, and special package or corporate rates.
• Troubleshoot reservation issues and follow through to resolution.
• Collaborate with the front desk, PBX, sales, and other departments to support seamless guest service.
• Manage external booking engines, balance inventory, and resolve discrepancies for both team members and guests.
• Follow all rate and oversell policies and contribute to revenue growth through strategic decision-making.
• Contribute ideas and improvements to enhance both guest and team member experiences.

Requirements

• Customer Service Experience Preferred, Hospitality Service Experience a plus.
• Computer and Telephone based proficiency and ability to learn new systems.
• Proficient in Microsoft Outlook and Microsoft Office.
• Strong verbal and written communication, multitasking, and problem-solving skills.
• Ability to remain calm and courteous during high call volume.
• Must adhere to company, property, and departmental safety procedures.
• Must be able to communicate clearly via phone and email.

Physical Requirements

• Ability to sit or stand for extended periods while working at a computer and answering phones.
• Lift up to 15 pounds occasionally (e.g., office supplies or printed materials).

Benefits

Block 22, LLC is proud to offer an award-winning, comprehensive benefit package to all full-time employees designed to support your health, well-being and future.

About the Role

Experts in the art of hospitality, the Grove Hotel and the Block22 Companies create memorable experiences. We are a destination for experiences beyond the ordinary, in the heart of downtown Boise.

Qualifications

Successful candidates exhibit the core values of **Teamwork, Respect, Integrity** and **Passion** while delivering our core purpose **of serving and inspiring our communities by creating memorable experiences through integrity and teamwork.**