Reservations Agent

L’Ermitage Beverly Hills has been a sanctuary of elegance and discretion since 1975. An exclusive Five-Star, AAA Five Diamond, Two Michelin Keys property, we are committed to delivering world‑class hospitality in an intimate and refined environment. Every team member contributes to the timeless experience that defines L’Ermitage and is committed to offering travelers excellence in hospitality.

L’Ermitage Beverly Hills has been a sanctuary of elegance and discretion since 1975. An exclusive Five-Star, AAA Five Diamond, Two Michelin Keys property, we are committed to delivering world‑class hospitality in an intimate and refined environment. Every team member contributes to the timeless experience that defines L’Ermitage and is committed to offering travelers excellence in hospitality.

As a Reservations Agent
, you are responsible for creating exceptional first and lasting impressions for every guest by delivering warm, personalized, and anticipatory service. Responsibilities include, but are not limited to, managing all aspects of the reservation process, including handling new reservations, modifications, and cancellations received by phone, email, or fax. Determines guests’ accommodation needs, verifies room availability and rates, explains guarantee and cancellation policies, and documents special requests to ensure an exceptional guest experience.

Provides accurate information regarding hotel facilities, services, and accommodations, while utilizing sales and upselling techniques to maximize revenue opportunities. Maintains accurate reservation records by entering and updating information in the reservation system, including applying appropriate codes and rates for special reservation types. Addresses guest concerns professionally and follows established escalation procedures as needed. Upholds company policies, confidentiality standards, and quality expectations;

delivers courteous and personalized service; maintains professional communication and appearance; collaborates effectively with team members; supports accessibility needs; and performs additional duties as assigned to contribute to the overall success of hotel operations. Success in this role requires exceptional communication, attention to detail, problem‑solving skills, and a genuine passion for hospitality. Your mission will be to maintain the reputation of L’Ermitage as a premier destination for hospitality and excellence.

• Provide telephone services for guests, vendors, and all incoming inquiries and direct calls to the appropriate personnel.
• Manage reservations using the hotel's property management system, ensuring accuracy and attention to detail.
• Provide accurate, thoughtful information regarding room types, suites, availably, rates, and hotel amenities.
• Responds to all guest requests in a timely manner, assesses the guest’s needs and provides helpful and accurate information about the property, accommodations, location, and the local area, adding personal recommendations where appropriate to achieve maximum customer satisfaction.
• Communicate with and welcome guests in a professional and hospitable manner. Interact with guests in a respectful and cheerful demeanor. Engage to ensure we are meeting all guests’ needs.
• Creates and accepts hotel and restaurant reservations from all channels, such as telephone, email, PBX, Internet, and other third‑party sites following standard and protocol.
• Resolves customer complaints, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible and alerting a manager where appropriate.
• Communicate with travel partners such as Online Travel Agencies, Tour Operators, Air…