At Your Service Agent | The SOMM Hotel & Spa

At Your Service Agent | The SOMM Hotel & Spa 

Wanderlust at heart? Make travel dreams come true every day. Lead with your enthusiasm; connecting each guest to the trip of their dreams. You are the multitasking whiz responsible for responding to inquiries and assisting guests in making hotel, lodging, dining, and spa reservations. Your skilled use of sales and suggestive selling techniques, combined with your genuine passion for creating incredible experiences for guests, drives occupancy and revenue increases. Reservationists directly support the Front Office Team and Sales & Marketing Team with group bookings, VIP reservations and more. 

Let’s start off with the most important part - what’s in it for you:

The Perks 

*Eligibility of perks is dependent upon job status  

• Hourly Pay: $23.00 

• Get Paid Daily (Make any day payday) 

• Paid Time off & Holiday Pay (Because Balance Matters) 

• Benefits - Medical, Dental, Vision, Disability, 401K 

• HSA/FSA Plans -with employer contribution 

• Values Based Culture (#OMGLIFE) 

• Culture Add (Creating Space for Fresh Perspectives) 

• Referral Bonus (Get Paid to Recruit) 

• Discounted Lodging, Dining, Spa, Golf, and Retail (Yes, Discounted Travel!) 

• Employee Assistance Program 

• “Columbia Cares” Volunteer Opportunities 

• Committee Participation Opportunities (Fun, Philanthropic, Diversity/Equity/Inclusion) 

• Task Force Work Opportunities (Grow your career in idyllic locations across the globe) 

• Online Learning Platform to Help You Grow! 

• Third Party Perks (Including discounts on Pet Insurance, Rental Cars, Movie and Concert Tickets, Theme Park and Attractions & so much more) 

Our Commitment to you: 

“People never forget how you made them feel.” Maya Angelou’s famous statement serves as a rallying cry throughout Columbia Hospitality and fuels our collective drive - and success. 

Our people are our purpose, and our brand is our people. We seek extraordinary individuals who drive our brand promise of Creating Exceptional Experiences. We are a people-first organization, ignited from the inside to succeed on the outside. We are a tight-knit, inclusive, values-driven team and we trust one another to have each other’s backs. We show up every day with open hearts, an inclusive mindset, and genuine respect for those around us. We have fun, grow together, and strive to leave a positive lasting impression on everyone we meet. 

What Success Looks Like: 

Your Impact 

• Operates the PBX equipment by answering incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests in accordance with established standards. 

• Responds to inquiries and assists guests in making reservations for all facets of the hotel, including, but not limited to lodging and dining. 

• Uses suggestive selling techniques to sell room upgrades and hotel services in order to increase occupancy and revenue. 

• Assists the Sales & Marketing Team by entering group bookings and VIP reservations. 

• Receives, sorts and distributes guest mail and messages. 

• Maintains confidentiality of all guest information and pertinent hotel data. 

• Keeps accurate and complete records of reservations, messages and other required information. 

• Assists fellow Front Office team members when possible and appropriate. 

• Monitors and responds to guest text messages through the hotel's messaging platform, ensuring timely professional and accurate communication. 

• Reviews and manages GXP reservation, guest request, and special accommodations to ensure all details are accurate and completed. 

• Assist guest with billing inquiries, folio questions, payment concerns, and routes complex issue to the appropriate department when necessary. 

• Coordinates guest request with Housekeeping, Engineering, Food & Beverage, Spa, and other departments to ensure prompt fulfillment. 

• Follow-up on guest requests to verify completion and ensure guest satisfaction. 

• Handles guest concerns and service recovery situations professionally, resolving issues whenever possible or escalating as appropriate. 

• Demonstrates exceptional telephone etiquette, active listening, and clear communication during every guest interaction. 

• Accurately documents guest requests, service recovery actions, and communication in hotel systems to ensure continuity of service between shifts. 

What You Bring 

• Minimum 1 year customer service experience preferred 

• Previous PBX/Multi-line phone experience in hospitality strongly preferred 

• Strong verbal & written communication skills required 

• Must be available to work Weekends and Holidays  

Don’t meet every single requirement? At Columbia Hospitality we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.