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- Warwick Hotels & Resorts About Warwick Hotels & Resorts Warwick Hotels & Resorts is a refined collection of more than 50 luxury hotels and resorts located in premier business and leisure destinations around the world, from New York to Paris, Geneva to Bali, and Barcelona to Bangkok. Since 1980, Warwick Hotels & Resorts has been recognized for delivering authentic hospitality, exceptional service, luxury accommodations, and distinctive guest experiences. We take pride in our people, our passion for hospitality, and our commitment to creating memorable stays for every guest. We are seeking a service-oriented, detail-focused professional to join our team as a Central Reservations Agent. Schedule
- Tuesday through Friday: 12:00 PM – 8:00 PM
- Saturday: 9:00 AM – 5:30 PM
Position Summary The Central Reservations Agent is responsible for handling individual and group room reservations through telephone, email, online booking channels, and other reservation sources. This position serves as an important point of contact for guests and hotel partners, ensuring reservations are entered accurately and efficiently while delivering exceptional customer service. The successful candidate will demonstrate strong communication skills, attention to detail, sales ability, and a passion for hospitality. This role also provides support to various hotel departments, including Front Office, Housekeeping, Accounting, Food & Beverage, Sales & Marketing, Executive Office, and Guest Services.
Essential Job Functions
- Receive and process individual and group room reservations via telephone, email, online channels, and other booking sources.
- Accurately enter reservation details into the Property Management System (PMS).
- Answer inquiries regarding room types, rates, hotel amenities, services, promotions, and local attractions.
- Utilize effective sales techniques to maximize revenue through room upgrades, package offerings, and upselling opportunities.
- Provide professional, courteous, and efficient service on every guest interaction.
- Process email, fax, wholesale, and online reservations in a timely and accurate manner.
- Send confirmation letters, reservation documents, and hotel information as requested.
- Conduct reservation audits and quality checks to ensure booking accuracy.
- Maintain reservation files, reports, and correspondence according to company standards.
- Respond to guest inquiries and service requests.
- Assist with routing requests related to housekeeping, food and beverage, guest services, and concierge-type assistance.
- Communicate effectively with hotel departments to ensure guest needs are addressed promptly.
Knowledge, Skills & Abilities
- Excellent verbal and written communication skills.
- Strong customer service and interpersonal skills.
- Effective sales and upselling abilities.
- Strong attention to detail and organizational skills.
- Ability to multitask and manage a high volume of inquiries.
- Proficiency in Microsoft Outlook, Word, Excel, and other business applications.
- Ability to work independently and as part of a team.
- Strong problem-solving and decision-making capabilities.
- Ability to maintain confidentiality and professionalism.
- Bilingual English/Spanish skills are a plus.
Qualifications
Experience
- Minimum of 1-2 years of experience in hospitality, reservations, guest services, front desk operations, call center support, or customer service preferred.
- Previous hotel reservations experience strongly preferred.
- Experience working with hotel Property Management Systems (PMS), such as Opera, SynXis, or similar reservation platforms preferred.
- Demonstrated ability to provide exceptional customer service while managing multiple priorities.
Education
- High School diploma or equivalent required.
- Hospitality, Tourism, Business, or related education preferred.
Physical Requirements
- Ability to sit and work at a computer for extended periods.
- Ability to communicate effectively by telephone, email, and other communication platforms.
- Ability to occasionally lift and carry items weighing up to 15 pounds.
- Ability to perform repetitive keyboarding and data-entry tasks.
Why Join Warwick Hotels & Resorts? At Warwick Hotels & Resorts, we believe our people are the key to delivering extraordinary guest experiences. We offer an environment where hospitality professionals can grow their careers while contributing to a globally recognized luxury hotel brand known for excellence, authenticity, and personalized service. Warwick Hotels & Resorts is an Equal Opportunity Employer and values diversity in the workplace.