Reservations Agent
Accor · San Francisco, CA · 3 wk ago
OTHR$35.06/hrFull-time
We need to output HTML fragment with sections for headings: About the role? Actually the posting includes Company Description, Job Description, Qualifications, Physical Aspects of Position, Additional Information (Hourly Rate), Visa Requirements, Our Commitment To Diversity & Inclusion (EEO). We must remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. So we should remove Visa Requirements? It's not boilerplate but it's a requirement; but it's about eligibility to work in US. Might be considered relevant. However guidelines: "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate". Visa Requirements is not exactly EEO but it's about work eligibility; might be considered legal. Probably we should drop it as it's not substantive job content. Also "Our Commitment To Diversity & Inclusion" is EEO boilerplate, remove. Also "Additional Information Hourly Rate: $35.06" is pay info, we should include Pay section if present. So we need a Pay section with that rate. Also we may include Benefits? Not present. Schedule? Not present except mention of flexible schedules in Qualifications. Could include Schedule section if posting actually states them. It says "Ability to work flexible schedules including evenings, weekends, holidays, and extended shifts as operationally required." That's schedule info. So we can include a Schedule section with that detail.
We need headings: Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We should not repeat job title as heading. We need to decide which sections to include based on content.
We have Company Description (maybe "About the role" or "About the company"? The instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we can map:
- About the role: could include Company Description and maybe overview of role? The Job Description is responsibilities. So we could put Company Description under About the role (or maybe About the company). But they said About the role as example; we can use it for company description.
- Responsibilities: the Job Description bullet points (the long list). We'll turn into
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We should not repeat job title as heading. We need to decide which sections to include based on content.
We have Company Description (maybe "About the role" or "About the company"? The instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we can map:
- About the role: could include Company Description and maybe overview of role? The Job Description is responsibilities. So we could put Company Description under About the role (or maybe About the company). But they said About the role as example; we can use it for company description.
- Responsibilities: the Job Description bullet points (the long list). We'll turn into - .
- Qualifications: the Qualifications section.
- Skills: maybe we could extract skills from Qualifications? But we already have Qualifications; maybe we can combine. But they said prefer few substantive sections over many thin ones. We could have Qualifications include skills. But they also have a separate Skills heading example. We could put skills under Qualifications. Or we could split: Qualifications for education/experience, Skills for abilities. Let's see: Qualifications section includes: Previous reservations... experience preferred, Excellent verbal and written communication skills, Strong interpersonal..., Strong organizational..., Ability to remain professional..., Strong guest service and sales-oriented mindset, Basic computer proficiency..., Experience with OPERA Cloud..., Professional appearance..., Ability to maintain confidentiality..., Strong problem-solving..., Ability to work independently..., Ability to work flexible schedules..., High school diploma...
We could separate: Qualifications (education/experience) and Skills (abilities). But we have limited time; maybe we keep one Qualifications section that includes both experience and skills. That's acceptable.
- Pay: Hourly Rate: $35.06.
- Schedule: Ability to work flexible schedules including evenings, weekends, holidays, and extended shifts as operationally required.
We might also include Physical Aspects of Position as a section? Not in the list of headings examples but we could add a heading like Physical Requirements? Not allowed? The instruction says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but says "Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It implies those are typical but we could add others if needed. However they say "Prefer a few substantive sections over many thin ones." Physical Aspects could be its own section but maybe we can fold into Qualifications or Responsibilities? It's about physical demands; maybe we can include as a separate section named Physical Requirements. But not in the examples; but we could still use . The instruction didn't forbid other headings, just gave examples. Safer to include Physical Requirements as a section.
But we need to avoid filler. Physical Aspects has specific content: Frequent sitting throughout shift, Occasional kneeling, pushing, pulling, lifting, walking and standing, Occasional ascending or descending ladders, stairs and ramps. That's substantive.
Thus sections: About the role (Company Description), Responsibilities (Job Description), Qualifications (maybe combine experience/skills), Pay, Schedule, Physical Requirements.
We must not include duplicated lines. Ensure we preserve all substantive info.
We need to output only HTML fragment, no /, no markdown fences.
Let's craft.
First, About the role: About the role
then
Company description paragraph.
Company Description: "At Fairmont, our passion is to connect our guests to the very best of our destinations. From the beaches of Hawaii to the deserts of the United Arab Emirates to the heart of London, our hotels offer guests extraordinary places, created by combining unique architecture, expressive decor and artistry, and magnificent features. Add engaging service, and the result is an unforgettable guest experience."
We'll put that in a .
Responsibilities:
Responsibilities
then with each duty as - . Need to split the long Job Description into sensible items. The Job Description is a long paragraph with many sentences separated by periods. We'll break each sentence into an
- . Ensure we keep all info.
Let's list sentences:
1. Handle reservation inquiries via phone, email, and online channels with professionalism, warmth, efficiency, and luxury-aligned service.
2. Create memorable first impressions by delivering personalized, engaging, and knowledgeable service throughout every guest interaction.
3. Assist guests with booking, modifying, and canceling reservations in accordance with established hotel policies and procedures.
4. Respond accurately and promptly to guest inquiries regarding room types, suites, rates, packages, promotions, availability, amenities, hotel facilities, and services.
5. Maintain a thorough knowledge of hotel including guest rooms and suites, dining and bar concepts, spa, pool, meeting and event spaces, special experiences, and hotel programming.
6. Share knowledgeable recommendations regarding local attractions, dining, entertainment, culture, and experiences to assist guests in planning memorable stays.
7. Participate in daily briefings and maintain awareness of occupancy, inventory, promotions, events, restrictions, and operational priorities.
8. Convert reservation inquiries into confirmed bookings through confident product knowledge, personalized recommendations, and effective selling techniques.
9. Recommend and upsell appropriate room categories, suites, packages, dining experiences, spa treatments, special experiences, and other hotel offerings based on guest preferences and needs.
10. Identify opportunities to enhance the guest experience and increase revenue through thoughtful pre-arrival planning and personalized recommendations.
11. Maintain a strong understanding of room types, rate structures, packages, promotions, restrictions, and reservation policies.
12. Support hotel revenue objectives through effective upselling and appropriate conversion techniques while ensuring recommendations are aligned with guest needs.
13. Create, modify, confirm, and cancel reservations accurately and efficiently within the hotel's PMS, reservation, and booking systems.
14. Maintain accurate guest profiles, ensuring preferences, special requests, loyalty program information, and relevant guest history are properly documented.
15. Verify reservation details, payment methods, deposits, billing information, special requests, and guest information for accuracy.
16. Process payments, deposits, and billing information in accordance with established hotel policies and procedures.
17. Manage room allocations and special requests with attention to detail, inventory availability, and operational requirements.
18. Ensure all reservation information is entered accurately, completely, and in a timely manner.
19. Maintain awareness of inventory, room availability, booking trends, restrictions, and reservation changes.
20. Assist with group reservations, rooming lists, event blocks, corporate bookings, and special event reservations as assigned.
21. Support VIP, repeat guest, loyalty member, special occasion, and special-attention reservations with personalized service and attention to detail.
22. Ensure guest preferences, special requests, amenities, and other pre-arrival arrangements are communicated accurately to the appropriate hotel departments.
23. Coordinate reservation-related communication with Front Office, Sales, Revenue Management, Housekeeping, Guest Services, Food & Beverage and other departments as required.
24. Identify opportunities to personalize the guest experience through thoughtful pre-arrival communication and collaboration with operational teams.
25. Assist in coordinating bespoke arrangements and special experiences to ensure seamless execution and exceptional guest satisfaction.
26. Anticipate guest needs and provide personalized recommendations throughout the reservation process.
27. Respond promptly and professionally to guest questions, concerns, and reservation-related issues.
28. Resolve reservation discrepancies and booking concerns with discretion, confidence, and appropriate follow-up.
29. Support service recovery efforts by taking ownership of reservation-related concerns and collaborating with the appropriate departments to achieve guest satisfaction.
30. Protect guest privacy and maintain strict confidentiality of guest information, payment information, and hotel business at all times.
31. Maintain complete knowledge of and comply with all policies, procedures, reservation protocols, service standards, and brand expectations.
32. Collaborate with the Reservations, Front Office, Sales, Revenue Management, and other hotel teams to establish seamless processes and deliver a consistent luxury guest experience from opening day.
33. Maintain a positive, collaborative, and guest-focused environment within the Reservations and Front Office teams.
34. Perform additional duties as assigned by management.
That's all.
Now Qualifications: we need to capture the qualifications section. It includes multiple sentences. We'll break into
- .
Qualifications text:
"Previous reservations, hotel, Front Office, call center, hospitality, or customer service experience preferred.
Previous luxury hotel or upscale hospitality experience preferred.
Excellent verbal and written communication skills.
Strong interpersonal and relationship-building abilities.
Strong organizational, multitasking, and attention-to-detail skills.
Ability to remain professional, composed, and engaging in a fast-paced guest service environment.
Strong guest service and sales-oriented mindset.
Basic computer proficiency and previous experience with reservation or property management systems preferred.
Experience with OPERA Cloud or similar hotel systems is an asset.
Professional appearance and polished demeanor required.
Ability to maintain confidentiality and handle sensitive guest information professionally.
Strong problem-solving and decision-making skills.
Ability to work independently while contributing effectively to a team environment.
Ability to work flexible schedules including evenings, weekends, holidays, and extended shifts as operationally required.
High school diploma or equivalent required; hospitality or business-related education preferred."
We'll make each line an
- . Note that the last line includes both education and preference.
Now Pay:
Pay
Hourly Rate: $35.06
Schedule: we have the flexible schedule sentence already in Qualifications; but we might want to avoid duplication. Since we already included that sentence in Qualifications, we could either keep it there and not create a separate Schedule section, or we could move it to Schedule and remove from Qualifications. The instruction says preserve ALL substantive information; we can keep it in Qualifications; but if we also create a Schedule section we would duplicate. Better to keep it only once. Since Qualifications already includes that sentence, we can omit a separate Schedule section. However the instruction says "include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text". We have schedule content; we could put it under Schedule and remove from Qualifications to avoid duplication. But then Qualifications loses that piece. Which is better? The Qualifications section originally includes that sentence; we could keep it there and not have a Schedule section. That's fine; we still have the schedule info present. The instruction didn't require a Schedule section if we already have the info elsewhere. So we can skip Schedule
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but says "Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It implies those are typical but we could add others if needed. However they say "Prefer a few substantive sections over many thin ones." Physical Aspects could be its own section but maybe we can fold into Qualifications or Responsibilities? It's about physical demands; maybe we can include as a separate section named Physical Requirements. But not in the examples; but we could still use . The instruction didn't forbid other headings, just gave examples. Safer to include Physical Requirements as a section.
But we need to avoid filler. Physical Aspects has specific content: Frequent sitting throughout shift, Occasional kneeling, pushing, pulling, lifting, walking and standing, Occasional ascending or descending ladders, stairs and ramps. That's substantive.
Thus sections: About the role (Company Description), Responsibilities (Job Description), Qualifications (maybe combine experience/skills), Pay, Schedule, Physical Requirements.
We must not include duplicated lines. Ensure we preserve all substantive info.
We need to output only HTML fragment, no /, no markdown fences.
Let's craft.
First, About the role: About the role
then
. The instruction didn't forbid other headings, just gave examples. Safer to include Physical Requirements as a section.
But we need to avoid filler. Physical Aspects has specific content: Frequent sitting throughout shift, Occasional kneeling, pushing, pulling, lifting, walking and standing, Occasional ascending or descending ladders, stairs and ramps. That's substantive.
Thus sections: About the role (Company Description), Responsibilities (Job Description), Qualifications (maybe combine experience/skills), Pay, Schedule, Physical Requirements.
We must not include duplicated lines. Ensure we preserve all substantive info.
We need to output only HTML fragment, no /, no markdown fences.
Let's craft.
First, About the role: About the role
then
Company description paragraph.
Company Description: "At Fairmont, our passion is to connect our guests to the very best of our destinations. From the beaches of Hawaii to the deserts of the United Arab Emirates to the heart of London, our hotels offer guests extraordinary places, created by combining unique architecture, expressive decor and artistry, and magnificent features. Add engaging service, and the result is an unforgettable guest experience." We'll put that in a. Responsibilities:
Responsibilities
then- with each duty as
- . Need to split the long Job Description into sensible items. The Job Description is a long paragraph with many sentences separated by periods. We'll break each sentence into an
- . Ensure we keep all info.
Let's list sentences:
1. Handle reservation inquiries via phone, email, and online channels with professionalism, warmth, efficiency, and luxury-aligned service.
2. Create memorable first impressions by delivering personalized, engaging, and knowledgeable service throughout every guest interaction.
3. Assist guests with booking, modifying, and canceling reservations in accordance with established hotel policies and procedures.
4. Respond accurately and promptly to guest inquiries regarding room types, suites, rates, packages, promotions, availability, amenities, hotel facilities, and services.
5. Maintain a thorough knowledge of hotel including guest rooms and suites, dining and bar concepts, spa, pool, meeting and event spaces, special experiences, and hotel programming.
6. Share knowledgeable recommendations regarding local attractions, dining, entertainment, culture, and experiences to assist guests in planning memorable stays.
7. Participate in daily briefings and maintain awareness of occupancy, inventory, promotions, events, restrictions, and operational priorities.
8. Convert reservation inquiries into confirmed bookings through confident product knowledge, personalized recommendations, and effective selling techniques.
9. Recommend and upsell appropriate room categories, suites, packages, dining experiences, spa treatments, special experiences, and other hotel offerings based on guest preferences and needs.
10. Identify opportunities to enhance the guest experience and increase revenue through thoughtful pre-arrival planning and personalized recommendations.
11. Maintain a strong understanding of room types, rate structures, packages, promotions, restrictions, and reservation policies.
12. Support hotel revenue objectives through effective upselling and appropriate conversion techniques while ensuring recommendations are aligned with guest needs.
13. Create, modify, confirm, and cancel reservations accurately and efficiently within the hotel's PMS, reservation, and booking systems.
14. Maintain accurate guest profiles, ensuring preferences, special requests, loyalty program information, and relevant guest history are properly documented.
15. Verify reservation details, payment methods, deposits, billing information, special requests, and guest information for accuracy.
16. Process payments, deposits, and billing information in accordance with established hotel policies and procedures.
17. Manage room allocations and special requests with attention to detail, inventory availability, and operational requirements.
18. Ensure all reservation information is entered accurately, completely, and in a timely manner.
19. Maintain awareness of inventory, room availability, booking trends, restrictions, and reservation changes.
20. Assist with group reservations, rooming lists, event blocks, corporate bookings, and special event reservations as assigned.
21. Support VIP, repeat guest, loyalty member, special occasion, and special-attention reservations with personalized service and attention to detail.
22. Ensure guest preferences, special requests, amenities, and other pre-arrival arrangements are communicated accurately to the appropriate hotel departments.
23. Coordinate reservation-related communication with Front Office, Sales, Revenue Management, Housekeeping, Guest Services, Food & Beverage and other departments as required.
24. Identify opportunities to personalize the guest experience through thoughtful pre-arrival communication and collaboration with operational teams.
25. Assist in coordinating bespoke arrangements and special experiences to ensure seamless execution and exceptional guest satisfaction.
26. Anticipate guest needs and provide personalized recommendations throughout the reservation process.
27. Respond promptly and professionally to guest questions, concerns, and reservation-related issues.
28. Resolve reservation discrepancies and booking concerns with discretion, confidence, and appropriate follow-up.
29. Support service recovery efforts by taking ownership of reservation-related concerns and collaborating with the appropriate departments to achieve guest satisfaction.
30. Protect guest privacy and maintain strict confidentiality of guest information, payment information, and hotel business at all times.
31. Maintain complete knowledge of and comply with all policies, procedures, reservation protocols, service standards, and brand expectations.
32. Collaborate with the Reservations, Front Office, Sales, Revenue Management, and other hotel teams to establish seamless processes and deliver a consistent luxury guest experience from opening day.
33. Maintain a positive, collaborative, and guest-focused environment within the Reservations and Front Office teams.
34. Perform additional duties as assigned by management.
That's all.
Now Qualifications: we need to capture the qualifications section. It includes multiple sentences. We'll break into
- . Qualifications text: "Previous reservations, hotel, Front Office, call center, hospitality, or customer service experience preferred. Previous luxury hotel or upscale hospitality experience preferred. Excellent verbal and written communication skills. Strong interpersonal and relationship-building abilities. Strong organizational, multitasking, and attention-to-detail skills. Ability to remain professional, composed, and engaging in a fast-paced guest service environment. Strong guest service and sales-oriented mindset. Basic computer proficiency and previous experience with reservation or property management systems preferred. Experience with OPERA Cloud or similar hotel systems is an asset. Professional appearance and polished demeanor required. Ability to maintain confidentiality and handle sensitive guest information professionally. Strong problem-solving and decision-making skills. Ability to work independently while contributing effectively to a team environment. Ability to work flexible schedules including evenings, weekends, holidays, and extended shifts as operationally required. High school diploma or equivalent required; hospitality or business-related education preferred." We'll make each line an
- . Note that the last line includes both education and preference.
Now Pay:
Pay
Hourly Rate: $35.06
Schedule: we have the flexible schedule sentence already in Qualifications; but we might want to avoid duplication. Since we already included that sentence in Qualifications, we could either keep it there and not create a separate Schedule section, or we could move it to Schedule and remove from Qualifications. The instruction says preserve ALL substantive information; we can keep it in Qualifications; but if we also create a Schedule section we would duplicate. Better to keep it only once. Since Qualifications already includes that sentence, we can omit a separate Schedule section. However the instruction says "include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text". We have schedule content; we could put it under Schedule and remove from Qualifications to avoid duplication. But then Qualifications loses that piece. Which is better? The Qualifications section originally includes that sentence; we could keep it there and not have a Schedule section. That's fine; we still have the schedule info present. The instruction didn't require a Schedule section if we already have the info elsewhere. So we can skip Schedule