Reservations Agent- CRO

Reservations Agent- CROHotel Valencia Reservations - San Antonio, TX 78205OverviewSalary Range $16.00 Position Type Full TimeDescriptionAre you a Customer Service Super Star…. WE NEED BIG STARS LIKE YOU!!!Come be a part of an AWARD-WINNING TEAM.Our hotels are unique, and we are looking for outstanding talent to provide exceptional customer service to our team. Valencia Hotel Group is a collection of hotels 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.The Central Reservations Office is based in downtown San Antonio. This is an in-office position with a business casual dress code. Parking is available for employees.JOB SUMMARYThe Reservations Agent serves as a key point of contact for guests seeking room accommodations across all Valencia Hotel Group properties. This role is responsible for handling inbound and outbound reservation calls, entering and maintaining accurate booking information, reviewing availability and reports, and delivering a high level of service that supports revenue optimization and guest satisfaction. The position plays a critical role in the overall guest experience and supports hotel operations through accurate data entry, communication, and collaboration with internal teams. The role also provides cross functional support to the Collaborative Revenue Optimization Team, assisting with projects, promotions, and office based operational needs as business demands evolve.ESSENTIAL DUTIES & FUNCTIONSGuest Services Provide courteous, professional, and knowledgeable service to all guestsRespond to guest inquiries regarding accommodations, rates, and policiesAssist guests with special requests and ensure accurate documentationAddress guest concerns professionally and escalate issues as appropriateTeam Support and Training Work collaboratively within the Collaborative Revenue Optimization TeamSupport team goals related to service quality, accuracy, and productivityParticipate in required meetings and training sessionsAdapt to shifting priorities in a collaborative, team-oriented environmentAbility to manage shifting priorities and support multiple projects simultaneouslyCommunication and Reporting Communicate effectively with supervisors and team members regarding guest needs and operational updatesDocument guest interactions and reservation details clearly and accuratelySafety & Compliance Follow all Valencia Hotel Group policies and proceduresReport unsafe conditions or concerns to a supervisor immediatelyMaintain compliance with company standards and operational guidelinesOperational Responsibilities Handle inbound and outbound reservation calls for multiple hotel propertiesAccurately enter, modify, and cancel reservations in the reservations systemReview daily and weekly reports related to reservations and availabilityMaintain up-to-date knowledge of hotel offerings, loyalty program, rates, promotions, and policiesAssist with inventory management and availability review as assignedSupport Collaborative Revenue Optimization (CRO) initiatives by assisting with special projects as assignedSupport with daily/weekly/monthly reader board updatesConsistently meet established call center performance metrics/revenuesSuccessfully complete required monthly quality assurance and test callsBASICSMaintain cleanliness and organization in all work areasDisplay courteous behavior with guests and team membersReport any unsafe conditions immediatelyEnsure office equipment is in proper working conditionPerform any additional duties as assigned by leadershipPhysical RequirementsSitting: Constantly, up to 8 hours per shift with appropriate breaks, using an adjustable office chairStanding/Walking: OccasionallyLifting/Carrying: Occasionally, up to 20 poundsOther Physical Requirements:Handling/Grasping: Frequently, including use of a computer keyboard, mouse, telephone, headset, and written documentationReaching: Occasionally, including arm's-length extension to operate office equipmentWorking EnvironmentInterior: Climate-controlled office and call center environment; Shared Office SpaceExterior: Minimal; may include limited exposure when entering or exiting the buildingQualificationsCANDIDATE PROFILEEducation and ExperienceHigh school diploma or equivalent requiredPrevious customer service or call center experience preferredHospitality or reservations experience strongly preferredESSENTIAL SKILLS AND QUALIFICATIONSStrong verbal and written communication skillsExcellent customer service and interpersonal abilitiesEffective time management and problem-solving skillsStrong attention to detail and accuracy; Excellent organizational skillsProficiency in reservations systems, computer software, and telephone systemsAbility to work in a fast-paced, call center environmentAbility to work well independently and as part of a teamDemonstrated reliability, punctuality, and consistent attendance BENEFITS: Medical, Dental, Life insurancePaid Time OffPaid Community Service DaysClick here to learn moreValencia 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,