Reservation Agent

Valley River Inn, Eugene, OR

Posted April 23, 2019

People who personify our drive to exceed guest expectations, thrive on diversity and are anxious for an exciting career - Welcome! Opportunity abounds at Aimbridge!

As a Reservation Agent, you will fill a pivotal role in ensuring guest satisfaction through booking guest requests to secure rooms with the property management system in a prompt, courteous and accurate manner to maximize hotel revenues.  You will be focused on optimizing each guest’s experience by promoting hotel services, facilities and outlets and providing information of upcoming events/functions in the hotel and surrounding areas.

The ideal candidate will: 

  • Have 1 year of hotel reservations, hotel customer service and/or hotel sales experience.  Brand experience preferred.
  • Be incredibly friendly, customer centric, love to smile and have knowledge of the local area. 
  • Have good computer skills and brand Property Operating Systems experience.
  • Books guest reservations for individuals and/or groups that are requested either by phone or from within the hotel.  Using the reservations system; processes reservations from the Sales Department, Home Office Sales Department, or Reservations Centers.
  • Communicates with Travel Agencies/ Wholesalers to coordinate guest and group bookings, hotel occupancy status, and special rates.
  • Up sells rooms where possible according to established procedures to maximize hotel average room rate; utilizes yield management strategies to ensure a full house whenever possible.
  • Processes cancellations, revisions and information updates on changes; processes guest reservation requests for other hotels within the hotel system.
  • Ensures proper verbiage is used when answering the phones and selling hotel rooms.
  • Provides accurate information about the city and the surrounding attractions when asked by guests; mails hotel-specific information sheets and brochures to guests as requested.
  • Stays informed of current rates, rate changes and all promotions: assists Revenue Manager in rooms forecasting. Completes daily logs to record the number of calls, bookings and cancellations.
  • Assists with group blocks and rooming lists as needed. Pre-blocks some groups and VIP guests as needed.
  • Runs daily reports such as Yield Management Report, Arrivals Report, Cancellation Report, etc.
  • Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken.  Follows up to ensure guest satisfaction.  Uses creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction.
  • Communicates special guest or group needs to the Front Desk.
  • Participates as part of Revenue meetings in place of Revenue Management.
  • Assists with sales and marketing efforts as directed by the Director of Sales and General Manager.
  • Provides a professional image at all times through appearance and dress.

Note: Other duties as assigned by supervisor or management

Benefits for Full Time Employees

  • Medical, Dental, and Vision Coverage
  • 401K retirement plan 
  • Short and Long-Term Disability Income*
  • Term Life and AD&D Insurance 
  • Vacation PTO & Holiday/Sick PTO
  • Employee Assistance Program

*Specific plans for specific positions

Aimbridge Hospitality

At Aimbridge Hospitality, bigger really is better!  Now is a great time to join Aimbridge, the largest hotel management company in North America.  Currently with approximately 30,000 Associates and a diverse portfolio of more than 800 hotels and resorts, we are continuing to grow and expand!  Scale means opportunity, and here’s what that looks like at Aimbridge:

  • Culture – At Aimbridge we have high expectations for results and performance. That’s why we value passionate and service minded people who love to be challenged and who desire opportunities to directly contribute to the overall success of the Company.
  • Careers – We invest in training, technology, and talent. Through a collaborative and supportive approach, Aimbridge can take you where you want to go!  When you join Aimbridge, your professional network will instantly expand.  You’ll become part of industry history as Aimbridge Hospitality secures its place as not only the largest third-party manager of hotels and resorts, but also the best!
  • Community – Being good corporate citizens is something we take seriously at Aimbridge. Impact and connection is what it’s all about!  We engage internally and externally in a variety of ways to make a positive difference for each other, and within our local communities.