Reservations Agent

The Reservations Agent is the first connection to our guests’ stay,  the voice on the line and the calm behind the chaos. This role is all about precision, communication, and connection. You’ll handle reservations for the hotel and spa via phone, email, and online systems while keeping an eye on maximizing occupancy and revenue. You’ll also support our PBX and Front Desk teams, ensuring that every guest feels informed, cared for, and excited to experience The Standard way of life.

• Handle hotel and spa bookings via phone, email, GDS, and online channels with accuracy and warmth.

• Answer calls with professionalism, charm, and efficiency, routing, transferring, and taking messages as needed.

• Maintain clear communication with all departments about arrivals, departures, groups, and special requests.

• Stay up to date on all property details, from room types to restaurant hours, menus, spa offerings, and special events, to confidently inform and upsell guests.

• Build strong relationships with travel professionals and returning guests to promote loyalty and trust.

• Support and promote all company programs, policies, and procedures, responding effectively in emergencies or unusual situations.

• Maintain the highest standards of service, accuracy, and cleanliness within the Reservations Office.

• Represent The Standard with a polished, professional appearance and positive, team-oriented attitude.

• Previous experience in hotel reservations, front office, or a related hospitality role preferred.

• Above-average communication and guest service skills,  both verbal and written.

• Fluent in English (additional languages are a plus).

• Strong organizational skills and the ability to multitask in a fast-paced environment.

• Familiarity with hotel reservation systems (Opera PMS experience is a plus).

• Comfortable working independently and collaboratively within a team.

• Availability to work a flexible schedule, including weekends and holidays.

• Ability to sit or stand for extended periods (up to 8 hours).

• Frequent use of computer, keyboard, and telephone systems.

• Occasional walking, bending, or lifting of office materials up to 15 lbs.

• Clear speech and hearing required for phone and in-person communication.

• Visual acuity to read computer screens, correspondence, and reports.