Reservations Agent

The James Royal Palm: "Luxury Liberated" Comes To South Beach

The James, a hospitality brand synonymous with the seamless blend of modern, residentially styled spaces and guest-centric service, is set to launch its third luxury hotel, The James Royal Palm in Miami. Scheduled to begin welcoming guests in late 2012, this exciting addition to the South Beach hotel scene is the reincarnation of the historic and much-beloved Royal Palm Hotel.

Featured as one of Forbes Magazine’s "Top 10 Most Anticipated Openings of 2012", The James Royal Palm is an inspiring oceanfront beach retreat on everyone’s it list. Situated in the heart of South Beach, the hotel is immersed in a vibrant scene of all that’s new. Night or day, a distinct energy is in the air; sparked by travelers, trend setters, and creative personalities at the forefront of defining what’s next.

The South Beach hotel will house two dining options including signature restaurant, Florida Cookery, led by local Miami Chef Kris Wessel, featuring hyper-regional Florida fare; and CATCH, a globally influenced seafood restaurant from New York City’s EMM Group. In addition, The James Royal Palm will offer two swimming pools with cabanas, poolside bar, lobby lounge and coffee bar, full-service spa, Lil’ James offerings for children, retail shop, a curated collection of art, gym and more.

Indicative of The James brand persona every detail of The James Royal Palm will be meticulously chosen and artistically inspired. The overall renovation will be respectful of the original Royal Palm's history, with several design elements paying homage to the art deco roots of the original hotel as well as the local area.

The James Royal Palm will serve as a modern tribute to the building's rich history, keeping intact many signature elements of the original architect's design. Similar to The James Chicago and The James New York, the overall design at The James Royal Palm will be modern and residentially-inspired, with a focus on local art and environmentally thoughtful touches, such as reclaimed materials and natural fibers.

If you are looking for a hospitality position in South Florida, The James Royal Palm may be the perfect fit for you.

Responsible for ensuring customer satisfaction with regards to all requests for room reservations, changes, cancellations, and information by making our brand promise to use all available sales techniques and resources to maximize revenue.

Essential Functions:

Receives, processes, confirms room reservations via fax, letter or telephone in accordance with JAMES standards and philosophy and departmental policies and procedures.

Process all reservation requests, including changes and cancellations by phone, fax or others channels for all properties.

Adhere to all Standard Operating Procedures for the Department to include a company policy on rate loading.

Determine callers needs through active listening and using probing questions to satisfy and sell to those needs

Maintains a complete knowledge of each property in order to effectively sell the hotel and its services

Answer all phones calls using proper selling techniques and maintaining the utmost in professionalism while personalizing each call

Utilize the sales training plan to upgrade selling skills of the top agents

Input correct information into proper fields including proper use of guest history, source, origin, booking number, rate, room type, name address, telephone, and email

Must maintain technical expertise on all relative components of C-RES database (Synxis) and have the ability to manipulate those components

Establish telephone call criteria for agents and procedures to facilitate a team that exceeds industry standards

Recap all reservation information with each caller and communicate guarantee and cancellation policies

Must maintain a basic knowledge of revenue management techniques and must realize their impact on those strategies.

Ensure that when applicable, all direct billing procedures are following according to Standard Operating Procedures

Be familiar with selling restrictions in all distribution channels utilized by the company.

Prepare individual reports to accurately compare abandoned calls, conversion ratio, and overall productivity

Refer group and corporate leads to sales department

Communicate to hotels in a timely manner all special requests and urgent matters

Maintain clean and organized work area.

Ensure all agents are knowledgeable of all Properties and their amenities.

Supports other areas of RSC where needed

Leadership Skill Requirements:

Consistently demonstrates our established Leadership Competencies:

Maintain Vision of Denihan Hospitality

Embraces and maintains a high level of customer satisfaction

Adapt to changes in Leadership and direction of RSC

Customer Satisfaction and Quality Leadership

Learning and Development Passion

Teaming

Communication

Technical Skill Requirements:

Ability to multi-task, prioritize and work in a fast paced environment

Excellent working knowledge of all reservations systems.

Ability to manage time well, meet imposed deadlines and be flexible

Comprehensive knowledge of technical and managerial applications of Outlook, PMS, CRES, Microsoft Office and all other appropriate PC applications. **                           

Operational knowledge of all corporate support/functions

Able to develop and deliver effective training.

Other Skill Requirements:

Consistently strives for improvement

Must be a creative and innovative thinker.

Analytical approach to problem solving

Ability to manage time well and be flexible

Strong communications skills in English – both oral and written.

Take responsibility for actions

Required Qualifications:

High School Diploma required. College will be an asset.

1 year experience in Reservations, Sales, or Front Office.

College Degree or equivalent preferred. Experience in service industry/customer service. Well organized with a strong attention to detail. Excellent written and verbal communication skills. Professional demeanor and bilingual in either English/Spanish or English/Portuguese.