Reservation Agent

Valencia Hotel Collection - Central Reservations Office (CRO) is in the downtown San Antonio area and is a pillar of the community.  Our hotel is unique to the city, and we are looking for outstanding talent to provide exceptional customer service to our guests.  We are part of Valencia Hotel Group, 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 

Our Hotel Reservations Agents communicate with guests and travel agents concerning reservations via phone, direct in-bound and outbound calls, email, and chat.  Valencia Hotel Collection is a growing hotel company and currently has 7 hotels across Texas and California.

Shift requirements

Currently searching for flexible evening shifts ranging from: 

2:00pm – 10:30pm, and 3:00pm – 11:00pm with rotating weekends and holidays.

Responsibilities

• Respond promptly to all guest requests, handling inquiries and service requests via phone, email, and other communication channels.
• Identify guests needs, clarify information, research every issue and provide solutions and/or alternatives regarding guest concerns.
• Effectively communicate to supervisors and colleagues, including identifying and resolving issues related to guest inquiries, service disruptions, and call escalations.
• Operate contact center software and office equipment proficiently.
• Assist team members with daily/weekly/monthly assigned duties
• Participate in ongoing training to improve customer service skills, call handling techniques, and knowledge of company policies and procedures.
• Maintain composure and professionalism under pressure, especially when handling high call volumes or challenging customer situations.
• Meet personal/team qualitative and quantitative targets
• Adhere to Valencia Hotel Group (and its affiliates) standards and regulations to ensure safe, efficient, and professional operations.
• Maintain regular attendance in accordance with Valencia Hotel Collection (and its affiliates) policies, ensuring coverage during peak call times and flexibility based on call center needs.

Qualifications

• Previous experience in customer support or hospitality. (Preferably in a Contact Center)
• Strong phone and verbal communication skills along with active listening
• Ability to multi-task, set priorities and manage time effectively
• Skilled in working with multiple computer programs
• Composure and patience under pressure
• High school degree

BENEFITS

• Medical, Dental, Life insurance, Pet 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 Group 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 Group 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