Albert Reservations Agent

ALBERT HOTEL is hiring for a RESERVATION AGENT

Albert Hotel is located on a three-acre site from 242 to 248 East Main Street, Fredericksburg, TX. The hotel itself is tucked away from Main Street located behind the original historic buildings, creating a peaceful escape offering quiet sophistication just off bustling Main Street. The hotel has 110 guest rooms, including bunkrooms, suites, and a private house, and each room will have tailored amenities, custom-designed furniture, and little extras to make guests feel at home. The property has three restaurants, one bar, a private dining room, and will offer in-room dining. Guests can enjoy the inviting outdoor lagoon-style pool, a fitness center, and a 2,000 sq. foot full-service spa. The property is ideal for hosting events, with a 3,600 square-foot event space and a 1,200 square-foot mezzanine deck and event lawn.

JOB OVERVIEW

The Reservations Agent is responsible for managing reservations and bookings for the hotel, ensuring guest

satisfaction, and promoting guest loyalty. This role will assist with telephone inquiries, front office support, taking

reservations, inventory control, and concierge services. A successful Reservations Agent has excellent

communication and guest service skills and proficiency in using hotel technology, software, and computer systems.

What you'll do:

• Adhere to all standards of operations, policies and procedures, manuals, training material, memos, and verbal instruction


• Ensure all calls are answered in a courteous, professional, and efficient manner


• Handle all incoming reservation requests via phone, email, or online channels


• Have a comprehensive knowledge of hotel availability and current rates, packages, and room types; understand special events that may have an impact on occupancy and availability


• Input and manage reservations in the hotel’s property management system


• Resolve any guest complaints or issues related to their reservations in a timely and professional manner


• Maintain an accurate log of guest calls for assistance or feedback and ensure completion of all items


• Coordinate groups booked by the sales teams including rooming lists and cut-off dates


• Assist with reservations and special requests for group blocks & BT


• Maintain detailed and meticulously organized account files, system profiles, and systems data


• Screen and qualify all telephone leads and sources to the appropriate Sales Manager


• Participate in the hotel’s weekly BEO meetings


• Work cross-functionally with rooms and sales departments to ensure a seamless guest experience


• Possess fluent knowledge of local restaurants, special events, city attractions, amenities, and directions


• Promote and encourage guest name recognition at all times with both internal and external guests


• Assist in the development and implementation of special projects


• Be available to fill in and assist in other areas as needed to ensure the highest level of guest experience, as directed by your supervisor


• Ensure open lines of communication with staff, all departments, and upper management at all times via email, online applications, meetings, etc., to ensure all needs of the hotel are met

Who you are:

• You have a High school diploma or equivalent, with previous experience in a guest service or hospitality role preferred.


• You are able to speak, read, write, and understand the primary language(s) of the workplace.


• You are able to write routine reports and correspondence and prepare accurate proposals.


• You are able to navigate and operate computer systems and software applications.


• You are proficient in Mac and Google Applications including Google Docs, Google Sheets, and Google Calendar.


• You are able to develop and maintain professional relationships and speak effectively before guests and groups of co-workers.


• You have effective time management and organizational skills; are able to prioritize and organize work assignments and follow through as necessary to receive expected results.


• You have a strong attention to detail and ability to function under substantial time pressure.


• You have a solutions-oriented mindset and the confidence to make fast-paced decisions.


• You have a strong work ethic and the ability to work both autonomously and in an intimate team setting.

BENEFITS

We are proud to offer competitive wages and the following benefits for full-time employees:

• Up to 3 weeks of paid time off annually


• 50% off discount at most New Waterloo restaurants


• Health, vision + dental benefits


• 401K matching


• Paid holidays


• Volunteer pay


• Tuition reimbursement 


• Referral bonuses


• Discounts at our shops, hotels + local partnerships

ABOUT NEW WATERLOO

New Waterloo is an independent hospitality development + management company. We make places that create positive impact within the communities in which we live, work, play, and call home. Our brands include: South Congress Hotel, El Rey Court, La Condesa, Sway, Cafe No Se, Manana, Maie Day, Otoko, Watertrade, Il Brutto, Butler Pitch & Putt, Waymore’s Guest House & Casual Club, and Albert Hotel.

New Waterloo is an equal-opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status."