Ensemble Investments

Reservation Agent

Nestled along the Pacific Coast, La Bahia Hotel & Spa celebrates its dramatic setting where the tip of Monterey Bay touches Sana Cruz's coveted Main Beach. Steeped in the romantic beauty of Spanish-Mediterranean architecture, locals and travelers alike will savor globally influenced cuisine, cocktails and wellness rituals infused with the region's agricultural bounty and coast-cultured Spirit.

The Reservation Agent embodies the art of hospitality as the initial touchpoint for our esteemed guests, crafting seamless and personalized booking journeys. This role requires an unwavering commitment to precision in administrative detail, paired with an intuitive ability to deliver bespoke service, ensuring each reservation is meticulously tailored to individual preferences while maximizing revenue opportunities. The Reservation Agent expertly curates stays that reflect our guests' unique desires, anticipating needs before they arise. Every interaction, whether by phone, email, or digital channels, exemplifies the highest standards of excellence. By delivering impeccable service, the Reservations Agent will uphold La Bahia Hotel & Spa's service standards (inspired by Forbes) while elevating our beachfront property.

Duties/Responsibility:

• Process reservations via phone, email, and digital channels with polished professionalism
• Demonstrate perfect phone etiquette and written communication
• Master all room categories, suites, and amenities to make perfect recommendations
• Handle special requests with discretion and follow-through
• Personalize each booking by noting preferences (pillow types, anniversary celebrations, etc.)
• Utilize upselling techniques to enhance guest stays
• Process deposits and payments with absolute accuracy
• Maintain flawless data entry in PMS (Opera, Amadeus, etc.)
• Communicate VIP arrivals and special requests
• Respond to inquiries within luxury service timeframes (under 2 minutes for calls)
• Maintain comprehensive knowledge of hotel facilities and local attractions
• Liaise with front office, concierge, and sales teams
• Manage group booking coordination
• Participate in pre-arrival planning for high-profile guests
• Prepare daily reservation reports
• Maintain impeccable grooming standards, wearing the assigned uniform exactly as specified (proper fit, cleanliness, and presentation at all times)
• Wear the official hotel lapel pin prominently as part of the uniform requirement, unless embroidered onto uniform
• Performs other duties as assigned by manager

The following reflects management's definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

Qualifications:

• (2/3) years of reservations agent and/or front desk agent experience, with luxury hotel/resort strongly preferred
• Excellent communication skills and customer service skills
• Advance computer literacy required
• Proficiency in property management systems preferred (Microsoft Office, Opera, etc.)
• Ability to work independently and as part of a team.
• Expertise in secure credit card processing for reservations, deposits, and prepayments
• Fluent in English (additional languages highly preferred)
• Ability to maintain composed under pressure
• Ability to work efficiently in a fast-paced environment while seated for extended periods
• Capability to maintain focus and precision during prolonged screen time
• Comfortable working in an office environment
• Flexible to work in different shifts, including evenings, weekends, and holidays
• Professional demeanor required
• Occasional light lifting (up to 25 lbs.)
• Highly organized with the ability to multitask in a fast-paced environment

This role offers a dynamic work environment where your contributions directly impact the guest experience. If you are dedicated to cleanliness, customer satisfaction, and enjoy working in a team-oriented atmosphere, we invite you to join our Reservations team at La Bahia Hotel.