Job Abstract

SUMMARY
Atelier Ace is the in-house creative studio that develops and operates Ace Hotel, Sister City, Maison de la Luz, and their partners and affiliates. The full-service studio is composed of multi-disciplinary thinkers, designers, architects, enthusiasts, optimists and friends with some number folks to keep things upright. With a creative and operations team that understands the essence of our brands and products, Atelier Ace aims to create inspiring, cohesive and meaningful experiences for people.

The Reservations Agent processes reservations in a timely manner following established standards. Agent answers hotel main switchboard and reservations inquiries in a friendly and courteous manner.

CORE FOCUS & ESSENTIAL RESPONSIBILITIES
Qualified candidates must be able to satisfactorily complete the following responsibilities. Other duties may be assigned.

• Answers all reservations, main hotel switchboard, and emails in a friendly manner. When processing e-mails or listening to callers, ensure a clear understanding of their inquiries and requests. Promptly provides accurate information regarding availability of accommodations and other requested information.
• Assist other departments such Sales, Events, and Front Office with reservation related questions.
• Maintains reservation request process and inventory controls for all lofts and other rooms accommodations, as needed, to maximize revenue and meet customer needs.
• Transfer phone calls as needed & requested.
• Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages from the computer as requested. Read and verbally recite messages for guest.
• Activate voice mail system for guest messages, sending and retrieving.
• Briefly answer basic inquiries i.e. time, weather, outlet information, etc.
• Resolve complications and complaints such as missed wake up calls or missed messages using previous experience and good judgment.
• Receive wakeup call information, input cautiously into automated wake-up system and verbally confirm time with guest.
• Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures. Initiate emergency response as necessary and legibly document pertinent details.
• Act as a liaison between guest and Security, Front Office and Engineering employees.
• Provide timely information via Hotel Expert system to employees in response to emergencies and guest requests such as plumbing problems, etc
• Maintain complete knowledge of all hotel services/features and hours of operation.
• Maintain current and accurate knowledge of events happening in surrounding area / city.

SUPPORTING FUNCTIONS
In addition to the core focus & responsibilities, the candidate is expected to complete the following duties:

• Assist in other duties as deemed necessary by the Reservation Supervisor, Reservation Manager or Director of Revenue Management.
• Maintain daily communication with Front Office and Revenue Management.
• Maintain an open line of communication between guests, team members, and management.