Reservations Agent

Property
About Us
At Pyramid Global Hospitality, people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences. Check out this video for more information on our great company!
Location Description
The Boston Harbor Hotel is Boston's premier waterfront hotel, where luxury service is personal. We offer a competitive and comprehensive compensation and benefits package, as well as growth opportunity. All candidates must display superior service orientation, be willing to learn and work as part of our team. Due to the nature of our business, schedule flexibility is required for all positions.
Overview
JOB SUMMARY
The Reservations Agent will offer support through all aspects of guest reservations, including but not limited to, reservation calls, email inquiries, internal request forms, upselling guest suites and assembly of guest packages. Reservations agent will be responsible for assisting Reservations Manager and Coordinator in day to day tasks such as reports, rooming lists, and filing.
CANDIDATE PROFILE
Education:
Bachelor's degree, preferably specializing in Hospitality, Business Administration, and or related major or equivalent experience is preferred.
Experience:
Must have at least two (2) or more years of related guest experience, with experience in Hospitality preferred.
KEY RESPONSIBILTIES:
The primary responsibilities for the Reservations Agent include but are not limited to:

• Correspond with guests, clients and travel agents to answer special requests for rooms and rates.
• Process telephone reservations and operates computer terminals and printers to store and receive reservation data.
• Verify duties and examine work for accuracy, detail, neatness and conformance to policies and procedures.
• Prepare reports for use by the hotel staff.
• Address guest complaints with appropriate personnel.
• Process guaranteed deposits.
• Research travel agent commissions and requests.
• Generate guest confirmations.
• Ensure computer systems and related interfaces are working properly.
• File all necessary paperwork in proper location
• Answer all incoming reservation calls in a timely manner while projecting a professional, courteous and enthusiastic attitude using Forbes 5 Star standards.
• Achieve complete familiarity with all hotel facilities and services and promote these facilities whenever possible.
• Process all in-house reservation requests and information including VIP forms, and sales bookings.
• Update knowledge and information regarding rates, special packages, group bookings, corporate club members, etc.
• Previous understanding of the reservation system procedure.
• Must be able to balance working a computer and telephone in an accurate and efficient manner.
• Attempt to up sell whenever possible as long as the best interests of the guest(s) are protected.
• Complete all other assignments, duties and tasks as assigned by the Reservations Manager.

JOB QUALIFICATIONS
In addition to performance of key responsibilities, this position may be required to possess a combination of the following skills and experiences:

• Experience in property management software, such as OPERA, or Delphi is preferred.
• Strong organizational and analytical skills, along with demonstrated ability to multi-task and prioritize in a fast-paced work environment.
• Demonstrated ability to work cohesively with a team.
• Ability to exercise sound logic and judgment in evaluating situations and utilizing appropriate resources.
• Must be self-directed, motivated and demonstrate exceptional customer service and interpersonal skills.
• Ability to communicate effectively in the English language, both verbally and in writing. A second language is desirable.
• Must have experience in all Microsoft Office suite products.

The Boston Harbor Hotel is an equal opportunity employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regards to race, color national origin, gender (including pregnancy), age, religion, disability, sexual orientation, or veteran status, or any other status or characteristic protected by law.