Reservations & Royal Service Ambassador
$72,634–$72,634 year
On-siteLos Angeles, California, United States
Job Summary
Manage guest communications and reservations by answering all calls and emails within 24 hours, setting up room bookings, and handling billing inquiries. Document every request in the Royal Service software, escalate unresolved tickets, and ensure follow-up to maintain guest satisfaction. Oversee the pre-arrival process including group blocks, rooming lists, and routing to appropriate departments while maximizing revenue through up-selling. Liaise with Sales, Housekeeping, and other departments to coordinate service requests and resolve guest concerns efficiently. Maintain knowledge of hotel facilities, emergency procedures, and health safety regulations while performing daily task checklists and monitoring LQA results.
Required Qualifications
- Must be able to handle a multitude of tasks in an intense, ever-changing environment
- Must be able to type 25 words per minute
- Must possess a professional presentation
- Must be flexible in terms of working hours
- Must have a strong focus on guest service/satisfaction, and exceeding expectations
- Must be resourceful when handling requests for information
- Excellent English communication skills both verbal and written
- Fluent spoken and written English
- Visa Requirements: Must provide proof of eligibility to be employed in the United States of America
- Must be able to communicate fluently with our guests and associates
- Must be able to effectively lead and coach others
- Must be able to lift 50 lbs
- Must be available for weekend shifts
- Valid driver's license
- Bachelor's degree
- 5+ years Python experience
- Order to Cash
- Risk Identification
- Business Acumen
- Time Management
- Stakeholder Management
- Previous customer related experience
- Previous PMS experience
- Computer literate in Microsoft Window applications
- Hospitality Diploma
- Minimum of two year's work experience in relevant discipline
- Minimum of one year's work experience as Royal Service Agent
- Second language
- Must be able to effectively lead and coach others
- Must be able to lift 50 lbs
- Must be available for weekend shifts
- Valid driver's license
- Bachelor's degree
- 5+ years Python experience
- Order to Cash
- Risk Identification
- Business Acumen
- Time Management
- Stakeholder Management
- Previous customer related experience
- Previous PMS experience
- Computer literate in Microsoft Window applications
- Hospitality Diploma
- Minimum of two year's work experience in relevant discipline
- Minimum of one year's work experience as Royal Service Agent
- Second language
Desired Qualifications
- Previous customer related experience an asset
- Ability to communicate fluently with our guests and associates
- Must be able to handle a multitude of tasks in an intense, ever-changing environment
- Ability to focus attention on guest needs, remaining calm and courteous at all times
- Previous PMS experience an asset
- Computer literate in Microsoft Window applications an asset
- Must be able to type 25 words per minute
- Must possess a professional presentation
- Must be flexible in terms of working hours
- Strong interpersonal and problem-solving abilities
- Highly responsible & reliable
- Ability to work well under pressure in a fast-paced environment
- Ability to research and investigate information to enable strategic decision-making
- Ability to work cohesively with fellow colleagues as part of a team
- Ability to use various computer software
- Must have a strong focus on guest service/satisfaction, and exceeding expectations
- Must be resourceful when handling requests for information
- Excellent English communication skills both verbal and written
- High School Diploma or previous experience an asset
- Hospitality Diploma is a benefit
- Minimum of two year's work experience in relevant discipline beneficial
- Minimum of one year's work experience as Royal Service Agent beneficial
- Fluent spoken and written English
- Second language is an asset
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