Reservations Agent - The Langham, Boston

About Langham Hospitality Group: A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop, and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint across Asia, Europe, North America, Australasia, and the Middle East. The Langham, Boston is one of the city’s most historic hotels and one of the most iconic luxury hotels in the US.

Responsibilities

• Answer all inquiries in a timely manner with focus on converting into a reservation, while following company service standards.
• Maximize sales through upselling and having complete knowledge of the hotel to assist and anticipate guests’ needs.
• Respond to both internal and external reservation inquiries within 24 hours.
• Ensure accuracy of room reservations and requests, general inquiries, maintaining group blocks, and VIP reservations.
• Maintain accurate files, reports, and SOPs.
• Know, understand, and communicate applicable deposit, guarantee, and cancellation policies as requested.
• Complete daily checklist and ensure tasks are completed efficiently and accurately; assist team as needed.
• Support Reservations Manager in day-to-day operation of the department, monitor inventory, and alert Manager of any urgent demand trends.
• Collaborate with various departments to ensure flawless execution and participate in solving problems with other departments.
• Recommend room upgrades, packages, and hotel experiences.
• Identify revenue opportunities while maintaining guest satisfaction.
• Identify opportunities for reservation upsells.
• Respond professionally through telephone, email, and all digital channels and take ownership of guest requests until fully resolved.
• Work closely with Front Office, Housekeeping, Sales, Engineering, and Guest Relations.
• Ensure all departments receive accurate reservations information to enhance seamless guest experience.
• Due to the cyclical nature of sales, work schedule may vary to reflect the business needs of the hotel/clients.

Requirements

• 2-year degree minimum; hotel experience preferred.
• Luxury hotel, Front Office, Reservations, Call Center, or Sales experience preferred.
• PMS and reservations experience preferred.
• Strong computer proficiency required.
• Excellent communication skills in both written and spoken English.
• Communicates openly and clearly, develops positive working relationships at all levels, and manages conflict effectively.
• Legally authorized to work in the United States.

Pay

$34.20 - $34.50 per hour