Lead Reservations Agent

About the position

Join our team as a reservations agent and become one of the authors of our story. As part of the Auberge family, you will be responsible for responding to and assisting guests with travel reservations and providing exceptional guest service. This role would support the Bowie House and The Commodore Perry Estate (remotely).

Responsibilities

• Answer all incoming calls in less than three rings in a professional and friendly demeanor following Auberge Resorts Collection call quality and brand standards.
• Achieve monthly individual & team conversion and revenue goals.
• Pursue outbound revenue opportunities through our lead management system.
• Work closely with the Area Manager in call auditing and training on lead management.
• Assist revenue management with rate changes as needed.
• Assist with troubleshooting rate discrepancies as needed.
• Keep current with all communication and hotel information.
• Ensure appropriate guest follow up takes place in a timely and proper fashion, in accordance with the standard operating procedures.
• Provide detailed notes and comments in the lead management system and PMS regarding guest requests to ensure a quality guest experience.
• Assist with group rooming lists or 3rd party reservations as needed.
• Maintain a standard of 80% or higher on shop calls.
• Assist in maximizing hotel room revenue and occupancy numbers.
• Fulfill daily tasks on the Reservations Checklist.
• Perform all other duties as assigned.

Requirements

• Ability to work in a remote environment
• Must be willing to work a flexible schedule, and be available to work nights, weekends and holidays.
• High school graduate or equivalent
• Must have exceptional customer service skills
• Prior hospitality experience or certificate preferred