Lead Reservation Agent

Valencia Hotel Collection - Central Reservations Office (CRO) is located in the downtown San Antonio area and is a pillar of the community.  Our hotels are unique to each city they are located in, and we are looking for outstanding talent to provide exceptional customer service to our guests.  We are part of Valencia Hotel Collection, a collection of hotels that are created for today’s passionate traveler, each of our hotels are intentionally built to showcase modern design and classic character. We are looking for team members who are ready to be empowered to go above and beyond.  

Job summary:  

Ensures maximum efficiency and operation for the Central Reservations Office. Provides outstanding, world-class service via written and verbal communication to all guests. Ensures accuracy and proper follow up by completing assigned duties.

Shift requirements:

A combination of MID & PM shifts as needed for coverage:  9:00am - 6:00pm | 10:00am - 7:00pm | 11:00am - 8:00pm | 12:00pm - 9:00pm | 1:00pm – 10:00pm with alternating weekends and holidays.

Responsibilities

• Consistently perform at or above test call criteria.
• Contribute to the team within the department.
• Answer CRO phones on a consistent basis.
• Listen, understand, and clarify the concerns and issues raised by guests effectively.
• Operate tools and equipment within the office.
• Order and maintain the supply invoicing for the office.
• Work with CCM to monitor CRO quality and costs.
• Review ongoing training regarding all reservation procedures for the VHC Brand.
• Train new associates.
• Assist team members with daily/weekly/monthly assigned duties.
• Assist in supervision and performance of all reservation related operations and personnel.
• Monitor Front Desk, Reservations, and Guest Services interdepartmental operations to ensure highest quality guest service.
• Oversee the CRO in the absence of a manager.
• Maintain regular attendance in compliance with Valencia Hotel Collection standards as required by scheduling which will vary dependent upon the CRO needs.
• Convey information and ideas clearly.
• Assist in scheduling the team daily workflow to fit the business needs.
• Communicate situations in the workplace effectively including anticipating, preventing, identifying, and solving problems as necessary.
• Maintain composure and objectivity under pressure.
• Work with and understand financial information, data, and basic arithmetic functions.
• Comply with Valencia Hotel Collection standards and regulations to encourage safe and efficient hotel/CRO operations.
• Complete other duties as assigned by Supervisor/Manager.

Qualifications:

• Communicates effectively with others
• Works productively with a team
• Effective multitasking skills
• Composure and patience under pressure
• Skilled in working with multiple computer programs
• Hotel or Customer Service experience preferred

BENEFITS:

• Medical, Dental, Life insurance
• Paid Time Off 
• Paid Community Service Days
• Click here to learn more

Valencia Hotel Group (and all its affiliates) is an Equal Opportunity Employer

Valencia Hotel Collection provides equal employment opportunities to all persons. The company does not discriminate because of race, color, religion, sex, national origin, disability or ancestry in recruiting, hiring, placement, promotion or any other condition of employment and actively seeks a diverse and representative work force.

Valencia Hotel Valencia has been named in Newsweek’s list of America’s Greatest Workplaces in these categories:

America’s Greatest Workplaces for Women 2024

America’s Greatest Workplaces for Job Starters 2024