Job Details

Reservationist - The Cliffs Hotel and SpaThe Cliffs Hotel & Spa is the premier oceanfront hotel on the Central Coast. Come to work every day to beautiful ocean views of Shell Beach! Be part of a team known for outstanding customer service that creates lasting, happy memories for all our wonderful guests.The Cliffs Hotel & Spa is a locally owned business and proud supporter of our local Central Coast Community, providing donations and hosting community-focused programs throughout the year including free and philanthropic events. We love our employees - we host employee appreciation events, offer daily discounted lunches from our restaurant, and offer special hotel benefits.The Cliffs Hotel & Spa is continuously growing and expanding! We are seeking a genuine, efficient, and motivated part-time Reservationist who can engage with guests using a personalized sense of service. We look forward to connecting with you!Position Summary:The Reservationist position is responsible for delivering excellent customer service by demonstrating a personalized sense of service for each guest. The role consists of tasks involving booking group reservations, 3rd party reservations, and other miscellaneous reservations requests and duties. Processes include, but are not limited to, providing clerical support to the Reservations Supervisor, booking reservations requests as they come in, and answering incoming calls for the reservations department.Essential Functions: Greet and engage with all guests over the phone with a gracious, welcoming, warm attitude, using the guest's name in accordance with their preferenceCommunicate with guests in an articulate manner, using correct verbiage and avoiding slangAnswer phones promptly and book reservations according to company protocol, taking extra precaution to accurately record guest information, such as name, phone number, email address, and payment informationBe knowledgeable with rates, availability, room quality, amenities; and provide expert recommendations through using guided questions with each guestDemonstrate genuine sense of interest and concern, and/or anticipatory service when appropriate and helpful; guided by The Cliffs' Mission and ValuesShare information with guests about current promotions, events, and services in the hotel; giving personalized, thoughtful, and intuitive recommendationsMaintain empathetic attitude to recover guests who have had a negative experienceBalance/verify inventory when necessaryAssist with incoming reservations calls and callback reservations.Coordinate with Reservations Manager for daily tasks regarding upcoming groupsReview/Input all FIT and 3rd party reservationsEnter "Call- In" reservations for groupsField reservations requests from Management, Corporate guests, etc.Assist wedding guests with reservations under the wedding rate or within wedding blocksWillingness to train front desk on proper reservations procedures including the Signature FormulaCommunicates graciously, professionally, and courteously with guests, management and co-workersComply fully and consistently with all the hotel conditions of employment and standards of uniform, grooming, and safetyPerform all tasks as assigned by managerEducation, Experience, Skills:High School Diploma or GED equivalentMust be able to work nights, weekends and holidays when necessaryMust be able to work 2 shifts per weekBasic computer skills, including email and scheduling systemsKnowledge of Word, Excel, Outlook, Maestro PMS is preferredMust have strong organizational skills and be detail-orientedAbility to provide an elevated level of customer service Ability to be sales oriented and able to communicate information regarding product and services to guestAbility to multitask and memorize/recall information quicklyMaintain a friendly, outgoing attitude throughout all shiftsMust be able to communicate and work effectively with co-workers in all departmentsHospitality experience is preferred Responsible Beverage Service Training, and ABC Exam Certified or willing to take training upon hire datePhysical Requirements:Ability to stand continuously for the duration of the shift (4-8 hours)Ability to sit continuously for the duration of your shift (4-8 hours)Ability to lift small packages (under 40 pounds)Ability to work in stressful situations