Standard International Management, LLC. is hiring: Reservation Agent(Call Center

The Standard is one of the most culturally engaged hotels in the world. Hotels with real cultural life, an inclusive spirit, and a true creative attitude. It is a destination layered with events and amusements that leave you with an uplifted feeling.

The Standard's irreverent and playful sensibility, combined with a careful consideration of design, detail, and service, have established its reputation as a pioneer of hospitality, travel, dining, nightlife, and beyond. The Standard hotels are known for their taste-making clientele, pioneering design, and unrelenting un-Standard-ness.

Mission Statement

To create experiences by embracing and empowering a diverse collective of team members, collaborators, and guests, who choose to call The Standard home.

Our Purpose

The Standard’s commitment is to being an anchor for each neighborhood in which we reside as well as a platform for culture and creativity. Bringing people together in its spaces to interact with each other in genuine ways.

Our promise is to ensure that a stay is an experience and that a memory means making friends and having stories to tell. To understand why it exists, is to understand that The Standard is a platform for people to meet, engage, learn, dine, sleep, dance, hide away, make believe, and to do so while being yourself and having fun doing it.

We think of ourselves as a stage, not just a hotel. Here, you can become whomever you like, even if just for a night. You will meet new friends, find new challenges, eat new food, stay up late, sleep in later, and sometimes never even leave the property. We are unapologetically comfortable with disrupting expectations.

It’s WHO WE ARE!

#StandardFamily

Job Title: Reservation (Call Center) Agent

Department: Revenue and Reservations

Location: Call Center

Reporting to: Director of Rooms / SIM Retail Manager

Responsible for: N/A

Job Purpose: Provide prompt, courteous, and efficient handling of all requests for guest room reservations, changes, cancellations, and information.

Main Duties & Responsibilities

• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, regardless of busyness or time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain complete knowledge of all hotel facilities/services, hours of operation, guest room layouts, bed types, decor, appointments, and locations.
• Know room availability, restricted dates, rates, room types, and all promotions.
• Understand specific arrangements with travel agencies, corporate reservations, and scheduled hotel events.
• Access all functions of the computer system and set up work station with necessary supplies.
• Answer telephone calls within three rings, using proper etiquette.
• Process reservation requests, changes, and cancellations received via various channels.
• Ascertain caller needs, describe accommodations, and obtain booking information.
• Accommodate special requests and document in the system.
• Access guest history to provide personalized service and maximize rates.
• Promote packages and special offers.
• Assist with dining reservations and amenities.
• Verify availability, suggest alternatives, and explain policies.
• Set up billing accounts, process deposits, and verify reservation details.
• Input reservations into the system, including manual bookings and group reservations.
• Monitor group bookings, update changes, and manage waitlists.
• Generate reports and reconcile reservations as needed.
• Use OTA extranets and run additional reservation reports.
• Handle guest complaints in the hotel order system.
• Perform secondary duties such as contacting other hotels for availability and assisting PBX and front desk as assigned.

Qualifications and Requirements:

• High school diploma or equivalent vocational training.
• Basic arithmetic skills.
• Fluency in English, both verbal and non-verbal.
• Clear communication and directions.

Desirable:

• Some college or hospitality industry training.
• Previous reservation agent experience.
• Fluency in a foreign language.
• Ability to sell suggestively and input/access information in property management systems.
• Guest relations training preferred.

Compensation and Benefits:

• Pay Rate: $25.30 per hour
• Healthcare, Life, Disability, Pet Insurance
• 401k with company match
• 160 hours PTO/year, holidays
• Employee discounts, meals, referral program, commuter discounts
• Fun staff events and celebrations