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Reservation Agent
Property Name
Estancia La Jolla Hotel & Spa
Job Title
Reservation Agent
California-San Diego
Company Name
Estancia La Jolla Hotel & Spa
La Jolla
Work Permit
Applicants who do not already have legal permission to work in the United States will not be considered.
Management Position
Bonus Pay
Position Categories

A Premier Hotel Management & Investment Company with Strategic Vision and Strong Core Values

Since 1987, Pacific Hospitality Group has maintained a strategic vision and strong core values as guiding principles for business success. With luxury hotel properties from Napa Valley to Southern California, PHG's growing portfolio of hotel and resort investments reinforces the company's cohesive vision and ensuing success.

PHG manages, develops, finances, and owns hotels and resorts located in California, Hawaii, Arizona and Louisiana. We currently own and manage 11 hotels and resorts, representing over 2,676 rooms and 203,650 square feet of premier indoor meeting and event space.

Job Description

Reservation Agent



Position Summary:

Provides warm and welcoming experience for all guests and callers contacting the hotel to

make reservations. Handles all aspects of guest reservations. Provides information about

the hotel, hotel amenities, and local area attractions. Resolves guest concerns and

provides professional service to gain high level of guest confidence and satisfaction. Enters

reservations into computer system and runs necessary reports. Seeks opportunities to

maximize revenue.


Duties & Responsibilities

Primary Responsibilities/Essential Functions:

  1. Welcomes callers in an enthusiastic and professional manner, answering questions

and responding to requests. Provides information about hotel, local area attractions

and hotel amenities. Obtains necessary information and enters reservations into

the computer system. Promotes PHG Managed hotels and services.

  1. Establishes proper billing accounts and processes advance deposits.

Communicates deposit and guarantee policies as requested.

  1. Processes all incoming reservations received via rooming lists, in-house

correspondence, emails or other communication. Mails confirmation and literature

requested and replies to all inquiries.

  1. Maintains reservations records by entering required reservation and account data

into systems to ensure pickup is accurately communicated to sales team permitting

attrition and slippage to be tracked. Runs and prepares all necessary reports as


  1. Effectively deals with internal and external customers, some of who may require a

high level of patience, tact and diplomacy to diffuse anger. Collects accurate

information and resolves conflicts. Keeps immediate supervisor promptly and fully

informed of any problems, potential safety issues, or unusual situations so prompt

corrective action may be taken. Communicates with other departments to fulfill

guest needs.

  1. Resolves guest complaints within scope of authority; otherwise refers the matter to

management. Notifies supervisor and/or Security of all unusual events,

circumstances, missing items, or alleged theft.

  1. Notifies management of any problems resulting from guest complaints, intoxication

or disruptive behavior.

  1. Follows all safety policies and procedures. Reports potential safety issues to

manager whenever observed and takes immediate action to resolve in emergency

situations. OSHA laws require the use of Personal Protective Equipment (PPE)

when performing work duties that have the potential of risk to your health or safety.

Team members will be trained in the proper use and care of assigned PPE if

applicable. The hotel provides the required PPE. Team member has responsibility

to report defective, damaged or lost PPE or equipment that does not fit properly to

their Manager. Maintains strict compliance with hotel's Hazardous Material

(HAZMAT) program and familiarizes self with current MSDS.

  1. Reporting to work as scheduled (on time and on regular basis) is an essential

function of the job.

Other Responsibilities/Supportive Functions:

  1. May complete weekly 10 day forecast packet which includes: Forecast sheet

including all group blocks and transient rooms and arrivals/departures, Group

resumes for arrivals over next 10 days, and meeting packets for groups arriving

over the next 10 days.

  1. Responsible for rate loading for all local negotiated accounts, ensuring clients are

able to book both online and through central reservations. Responsible for building

of group room blocks with room rates, as well as building of Group webpages for

client ease of booking

  1. Works closely with front desk to ensure accuracy of information on reservations and

group block (count and room type). Ensures front desk receives accurate current

group information.

  1. Monitors accuracy of group blocks, including cutoff date, pickup, suite blocks, rates,

etc. Ensures appropriate information is available for individual call-in groups.

  1. Reviews rooming lists for accuracy, format, and billing details and ensures prompt

processing. Monitors Housing Bureau pick-up and communicates information to


  1. Improves job knowledge by attending training sessions as instructed.
  2. Notifies management of unsafe conditions, needed maintenance of any equipment

and any accidents.


Qualifications (relevant experience, education and training):

  1. One to two years of customer service experience at hotel or comparable setting.

Sales experience desired.

  1. Must have excellent customer service/communication skills to work with callers of

various social, cultural, economic and educational backgrounds for the purpose of

resolving problems/complaints and providing a high level of guest satisfaction.

  1. Requires ability to perform basic math skills such as addition, subtraction,

multiplication and division.

  1. Requires basic computer skills to enter data, read, and interpret information.
  2. Requires attention to detail. Must be able to solve problems and remain calm and

alert if dealing with difficult guest, during busy activity periods or in an emergency


  1. Must be able to speak, read, write and understand English to understand

instructions, safety rules, and communicate with guests. Proficiency in another

language a plus.

  1. Able to work independently with minimal guidance and as part of a team.
  2. Due to the cyclical nature of the hospitality industry, team members may be

required to work varying schedules to reflect the business needs of the hotel. Work

schedules will include working on holidays, weekends and alternate shifts.

  1. Completes all required training as scheduled.
  2. Must maintain a clean appearance and professional demeanor.
  3. Experience and knowledge in Opera, Microsoft Office and various types of reservations-OTA/Travel Agent experience preferred.


Estancia La Jolla Hotel & Spa is an equal opportunity and E-Verify employer M/F/V/D


(ref. 26026)

Job Requirements

We are an Equal Opportunity Employer that considers applicants without regard to race, sex, religion, national origin, disability or protected veteran status.