What are the responsibilities and job description for the Reservations Agent position at The Charlston Place?
We believe that hospitality is a transformative art — that this “place” can do more than inspire and nurture its guests, team, and partners. It can inspire an entire city, country, and world. By captivating the hearts and imaginations of a new generation with renewed passion, purpose, and intention, we’re building a hospitality company and place that celebrates humanity. Where we can be a source of hope, care, and delight. Where people are inspired to be the best version of themselves — kinder, more open, and more gracious. And, that we have the power to carry that spirit with us into our hearts, lives, communities, and everywhere we go.
Job Description
While no job description can possibly provide a comprehensive list of job duties, the following is a summary of the major responsibilities for the position.
DUTIES & RESPONSIBILITIES:
- Check availability of accommodations on a traveler’s desired travel dates, reserve and take payment for hotel rooms while complying with proper reservation protocols
- Assist customers in choosing appropriate accommodations while providing outstanding verbal artistry to enhance the hotel guest experience
- Provide support to guests who have already made a reservation by answering questions, making changes, and cancelling reservations
- Answer questions regarding past stays; including lost and found, bill inquiries and discrepancies
- Handle all reservations related correspondence
- Correctly route and take payment for third-party bookings
- Respond to travel agent inquiries.
- Respond to emails in the Guest Services inbox
- Inform guests of hotel amenities
- Review guest charges and account balances
- Build guest loyalty by offering assistance and recognizing returning guests
- Escalate guest service issues where appropriate
- Communicate information with all departments included but not limited to VIP’s, guest challenges, special requests, and more
REQUIRED SKILLS & EXPERIENCE:
- High school diploma/GED required
- Preferred 2 years of customer service experience
- Hotel/hospitality experience preferred
- Two years customer service experience preferred
- Excellent people skills with a positive, outgoing personality
- Excellent verbal and written communication skills
- Positive tone of voice
- Friendly and Eager to assist guests/associates
- Excellent phone and technical skills required
- Ability to handle difficult guests.
- Excellent data entry and computer skills required
- Ability to continuously sit and talk for extended periods of time
- Ability to work weekends and holidays
- Ability to effectively multi-task
PHYSICAL REQUIREMENTS:
The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job:
- Must be able to lift equipment, supplies, etc. of at least 30 pounds.
- Must be able to resolve problems, handle conflict, and make effective decisions under pressure.
- Clear vision is important for reading reports, analyzing data, and overseeing Concierge activities.
- Good hearing is necessary for effective communication with colleagues, guests, and stakeholders.
Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
CLOSING DETAILS:
BHC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law.
The Charleston Place participates in E-Verify
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BHC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law.
