Travel Agent

The Travel Agent will oversee the Reservations department, ensuring all booking and administrative tasks are handled efficiently and effectively. They will manage the team, develop standard operating procedures, and create a seamless reservation experience for guests. This role will work closely with the Events, Operations, and Guest Services teams to drive customer satisfaction and maximize revenue. This individual will uphold a high level of Customer Service to clients, partners, and third-party vendors Lambuth Travel.

RESPONSIBILTIES:

• Manage all aspects of the Reservations department, including training and supervising Reservationists.
• Oversee guest platform management, including Sevenrooms, Tripleseat, and other relevant software.
• Develop, implement, and refine department Standard Operating Procedures (SOPs) to ensure consistency and efficiency.
• Handle complex reservation inquiries via telephone, email, and online platforms with professionalism and accuracy.
• Collaborate with Events and Operations teams to ensure seamless communication and guest satisfaction.
• Monitor and update menus, templates, and compliance documentation for reservation platforms.
• Analyze reservation data to identify trends and opportunities to increase revenue and improve guest experiences.
• Ensure all reservations are recorded accurately, maintaining full and clear information for each booking.
• Serve as the point of contact for VIP clients and special requests, providing personalized service to meet their needs.
• Create and maintain centralized files, including BEOs, Credit Card Authorization forms, menus, and client communications.
• Attend BEO and department meetings to align on upcoming events and operational needs.
• Assist in the development of reporting structures to streamline reservation and event insights for upper management.
• Stay updated on all company operations, menus, and event offerings to provide accurate information to clients and teams.
• Other duties as assigned.

QUALIFICATIONS:

• 3-5 years of Reservations experience in Hospitality, with leadership or management experience preferred.
• A passion for delivering exceptional levels of guest service.
• Proficient in reservation and event software, such as Sevenrooms, Tripleseat, and MS Office.
• Strong organizational and time management skills with the ability to multitask effectively.
• Excellent communication skills, both written and verbal.
• Positive attitude and ability to inspire a team.
• Calm, efficient, and able to work well under pressure.