Reservations Agent

Langham Hotel Boston

Location: US - MA - Boston

Sep 18, 2017
Robin White
Director of Human Resources
617 422-5169
250 Franklin Street

Boston, MA, US 02110
Job Details

Purpose of the Job

The purpose of a Reservations Agent is to convert all calls/faxes/emails into a reservation and providing 5-Star genuine service to guests while following Langham standards.  An agent will maximize room and other revenue in an organized and unhurried manner.

Primary Responsibilities

  • Answer all calls in a timely manner with focus on converting into a reservation, while following company standards.
  • Maximizing sales of the hotel by upselling.
  • Having knowledge of the hotel to be able to assist guests and anticipate their needs.
  • Responding to both internal and external faxes and emails within 24 hours.
  • Communication with other departments such as Front Desk, Sales, Exec Office and F&B outlets (accuracy of room reservations & requests, general inquiries, maintaining group blocks, VIP reservations, making restaurant reservations for guests, etc.).

Secondary Responsibilities

  • Merging duplicate profiles
  • Filing and organizing the office and individual workspace
  • Assist in training of new Reservations and Front Desk Agents
  • Good Attendance (punctuality, flex-time)
  • Watching inventory and keeping Reservations Manager aware of high demand / rate discrepancies
  • Ordering supplies for the office
  • Attending weekly group meetings (resume meeting, group pickup, pre-cons) when needed
  • Additional duties not mentioned above may also be requested by supervisor
  • Must be able to work Saturdays and Sundays
  • Must have a flexible schedule
  • “Smiling” on the phone while using professional/courteous language
  • Communication skills between colleagues
  • Understand and appreciate diversity with colleagues and guests
  • Multi-task and prioritize
  • Be open to and accept motivational and constructive feedback
  • Able to handle stress
  • Knowledge of computers preferred (Word, Excel, Internet sites).
  • Must have Opera PMS previous experience. Synxis experience is a big plus.
  • Cooperation and independent – being a team player and also be able to work alone
  • Ability to communicate in the English language to the level of mutual understanding with colleagues, supervisors and guests
Additional Details
Applicants who do not already have legal permission to work in the United States will not be considered.