Reservations Agent

We are seeking an exceptional Reservations Agent to join the Reservations team at Maybourne Beverly Hills. Maybourne operates some of the world’s most storied and extraordinary bespoke hotels, including Claridge’s, The Connaught, The Berkeley, The Emory, The Maybourne Beverly Hills and The Maybourne Riviera, alongside its longevity and wellness brand, Surrenne. At Maybourne, our purpose is to create stories of distinction through exceptional hospitality, thoughtful innovation, and experiences that feel both timeless and relevant. Across our collection, we honor the heritage of each hotel while continually shaping the future of luxury through personalized service, culinary excellence, and meaningful guest experiences. The Maybourne Beverly Hills embodies this vision with a warm welcome and contemporary California spirit. Blending Maybourne’s signature approach to service with the dynamic energy of Beverly Hills, the hotel offers inventive dining, modern comfort, and a celebrated sense of place. Distinctly Californian in character, The Maybourne Beverly Hills delivers an experience that is both effortlessly luxurious and uniquely its own.

Summary of Position As a reservation agent, you will be a vital part of our reservations department, responsible for handling reservations inquiries, assisting with booking accommodations, and providing valuable information to enhance our guests’ stay.

Roles and Responsibilities

• Providing excellent customer service to all guests and taking reservations using proper hotel verbiage, ensuring to adhere to hotel standards
• Accurately inputting and organizing reservation information via rooming lists, internet, travel agency requests, sales department, and reception with appropriate follow up
• Accommodating in-house guest requests, ensuring a high level of guest satisfaction
• Maintaining accurate logs of special requests and ensuring that requests are blocked in PMS or front office system
• Answering and directing in-bound calls to the hotel and frequently using email and fax systems, coordinating and responding to mailed correspondence
• Understanding the selling strategy for the hotel by knowing the status of room inventory and following it
• Processing rooming lists accurately as well as all changes and cancellations for group reservations
• Preparing group guest lists prior to arrival
• Controlling and blocking rooms as well as pre-blocks for special groups
• Ensuring that all reservations transferred to PMS or front office system are accurate
• Aggressively selling hotel rooms to maximize transient room revenue using up-selling and yield management techniques per company policy
• Memorizing hotel facilities and giving clear directions to the hotel for inquiring guests
• Coordinate required departmental training for reservations team to include newly hired agents
• Coordinate attendance of scheduled departmental meetings in the absence of the manager
• Act as the main resource for reservation agents in need of assistance
• Be the primary liaison for internal reservation communications from Sales, Executive Office, Group and Revenue Management Team

Qualifications

• High school diploma or equivalent required
• Minimum of two (2) years’ experience in a customer service role required
• One-year experience working either at the front desk or in the reservations department for a luxury hotel
• Knowledge of hospitality sales, marketing, and other revenue management functions to include research, planning, market positioning, market segments, internal marketing, distribution channels, sales management, reservations, and yield management.
• Excellent telephone etiquette and verbal and written communication skills required
• Good cognitive skills; the ability to solve problems and make rational decisions
• Knowledge of Microsoft Office products such as Word, Excel, and Outlook required
• Preferred working knowledge of Opera, Pegasus, Mitel, Sertifi, Cendyn, Onyx, and Open Table
• Must be dependable and available to work within the hotel on weekends, nights, and/or holidays based on business demands.
• Must possess a good attitude, attention to detail, and ability to work well under pressure
• Demonstrative experience working in a highly professional, multi-tasking environment and possessing outstanding interpersonal skills.
• Polished and professional demeanor in person, online, and via phone
• Must be a team player and treat colleagues with respect and the highest level of professionalism

Equal Opportunity Employer:

Maybourne is proud to be an Equal Employment Opportunity. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Job applicants with disabilities who need assistance or an accommodation in order to apply for a position (or their representative) should contact the HR department directly.

Who thrives here? At Maybourne, we are guided by three mindsets. You put people at the heart of everything you do, building genuine connections through warmth, collaboration and respect. You stay two steps ahead, bringing curiosity, ambition and attention to detail to every challenge, always looking for ways to improve. You make the magic happen, taking ownership, using your initiative and turning ideas into action with pride and creativity. Above all, you are passionate about creating stories of distinction and delivering excellence in every interaction.

The Maybourne Experience Maybourne is a place where exceptional people can do their best work. We foster a culture of creativity, entrepreneurial thinking and collaboration, empowering colleagues to grow, contribute and make a lasting impact. From tailored learning opportunities to cross-functional and cross-property career development, we are committed to helping you build a career as distinctive as the experiences we create.

A Rewarding Career with Maybourne At Maybourne, we offer a thoughtfully curated range of benefits designed to support your wellbeing, development and career journey.

Health & Wellbeing

• Medical / Dental / Vision Insurance
• Company Matched Health Savings Plan (HSA)
• Flexible Spending Account (FSA)
• Paid Holidays
• Paid Time Off (PTO)
• Paid Sick Leave
• Employee Assistance Program (EAP)
• Parking
• Colleague Meals
• Employee Recognition Programs

Financial Care

• Company Matched 401(k) Plan
• Colleague Referral Incentive Program

Moments to Remember

• Exceptional colleague rates of $75 per night across Maybourne properties for you and your family
• A hosted ‘Guest Experience Stay’ after 90 days of employment - immerse yourself in the full Maybourne experience*
• 50% off food and beverage across our restaurants and bars*
• Invitations to a year-round calendar of cherished colleague events – from the Maybourne Picnic to our festive celebrations
• Thoughtful gifts to mark weddings, new arrivals, and retirements

*The Maybourne Beverly Hills participates in E-Verify.* *Selected benefits are subject to terms and conditions.