Reservations Agent

• Handle reservation inquiries via phone email and online channels with professionalism warmth efficiency and luxury-aligned service.
• Create memorable first impressions by delivering personalized engaging and knowledgeable service throughout every guest interaction.
• Assist guests with booking modifying and canceling reservations in accordance with established hotel policies and procedures.
• Respond accurately and promptly to guest inquiries regarding room types suites rates packages promotions availability amenities hotel facilities and services.
• Maintain a thorough knowledge of Fairmont New Orleans including guest rooms and suites dining and bar concepts spa pool meeting and event spaces special experiences and hotel programming.
• Share knowledgeable recommendations regarding New Orleans attractions dining entertainment culture and experiences to assist guests in planning memorable stays.
• Participate in daily briefings and maintain awareness of occupancy inventory promotions events restrictions and operational priorities.
• Convert reservation inquiries into confirmed bookings through confident product knowledge personalized recommendations and effective selling techniques.
• Recommend and upsell appropriate room categories suites packages dining experiences spa treatments special experiences and other hotel offerings based on guest preferences and needs.
• Identify opportunities to enhance the guest experience and increase revenue through thoughtful pre-arrival planning and personalized recommendations.
• Maintain a strong understanding of room types rate structures packages promotions restrictions and reservation policies.
• Support hotel revenue objectives through effective upselling and appropriate conversion techniques while ensuring recommendations are aligned with guest needs.
• Create modify confirm and cancel reservations accurately and efficiently within the hotels PMS reservation and booking systems.
• Maintain accurate guest profiles ensuring preferences special requests loyalty program information and relevant guest history are properly documented.
• Verify reservation details payment methods deposits billing information special requests and guest information for accuracy.
• Process payments deposits and billing information in accordance with established hotel policies and procedures.
• Manage room allocations and special requests with attention to detail inventory availability and operational requirements.
• Ensure all reservation information is entered accurately completely and in a timely manner.
• Maintain awareness of inventory room availability booking trends restrictions and reservation changes.
• Assist with group reservations rooming lists event blocks corporate bookings and special event reservations as assigned.
• Support VIP repeat guest loyalty member special occasion and special-attention reservations with personalized service and attention to detail.
• Ensure guest preferences special requests amenities and other pre-arrival arrangements are communicated accurately to the appropriate hotel departments.
• Coordinate reservation-related communication with Front Office Sales Revenue Management Housekeeping Guest Services Food & Beverage Spa and other departments as required.
• Identify opportunities to personalize the guest experience through thoughtful pre-arrival communication and collaboration with operational teams.
• Assist in coordinating bespoke arrangements and special experiences to ensure seamless execution and exceptional guest satisfaction.
• Anticipate guest needs and provide personalized recommendations throughout the reservation process.
• Respond promptly and professionally to guest questions concerns and reservation-related issues.
• Resolve reservation discrepancies and booking concerns with discretion confidence and appropriate follow-up.
• Support service recovery efforts by taking ownership of reservation-related concerns and collaborating with the appropriate departments to achieve guest satisfaction.
• Protect guest privacy and maintain strict confidentiality of guest information payment information and hotel business at all times.
• Maintain complete knowledge of and comply with all Fairmont New Orleans policies procedures reservation protocols service standards and brand expectations.
• Uphold Fairmont grooming communication professionalism and luxury service standards at all times.
• Participate in departmental training meetings daily briefings pre-opening initiatives and hotel-wide programs.
• Contribute to the development and implementation of efficient reservation procedures and workflows as part of the Fairmont New Orleans pre-opening team.
• Collaborate with the Reservations Front Office Sales Revenue Management and other hotel teams to establish seamless processes and deliver a consistent luxury guest experience from opening day.
• Maintain a positive collaborative and guest-focused environment within the Reservations and Front Office teams.
• Perform additional duties as assigned by management.

Qualifications :

• Previous reservations hotel Front Office call center hospitality or customer service experience preferred.
• Previous luxury hotel or upscale hospitality experience preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-building abilities.
• Strong organizational multitasking and attention-to-detail skills.
• Ability to remain professional composed and engaging in a fast-paced guest service environment.
• Strong guest service and sales-oriented mindset.
• Basic computer proficiency and previous experience with reservation or property management systems preferred.
• Experience with OPERA Cloud or similar hotel systems is an asset.
• Professional appearance and polished demeanor required.
• Ability to maintain confidentiality and handle sensitive guest information professionally.
• Strong problem-solving and decision-making skills.
• Ability to work independently while contributing effectively to a team environment.
• Ability to work flexible schedules including evenings weekends holidays and extended shifts as operationally required.
• High school diploma or equivalent required; hospitality or business-related education preferred.
• Must be legally authorized to work in the United States.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time