Reservations Agent

Description

Position Title: Reservations Agent – Foley Collection

Position Summary

As a Reservations Agent supporting the Foley Collection, you are the voice of a curated portfolio of luxury hospitality experiences spanning Sonoma, Santa Barbara, and Oregon. You play a critical role in shaping each guest’s journey from the very first interaction—delivering thoughtful, personalized service that reflects the unique character of each destination while remaining true to the Foley Collection standard of excellence.

This role requires a balance of refined guest engagement, operational precision, and strategic selling. You will guide guests seamlessly across multiple properties, offering tailored recommendations and creating cohesive, elevated experiences that extend beyond a single stay.

Key Responsibilities

Guest Experience & Personalization

• Deliver bespoke, high-touch reservation experiences that reflect the distinct identity of each Foley Collection property
   
• Serve as a knowledgeable advisor across the portfolio, confidently guiding guests to the property and experience best suited to their needs
   
• Curate and coordinate pre-arrival experiences through personalized communication via phone and email
   
• Act as a single point of contact for multi-property itineraries, ensuring a seamless guest journey
   

Multi-Property Reservations Excellence

• Manage reservation activity across all Foley Collection properties, ensuring all inquiries are handled promptly, accurately, and with a luxury service mindset
   
• Maintain precise and timely data entry across reservation systems for multiple locations
   
• Navigate various reservation platforms and property systems in accordance with established standards
   

Revenue Optimization & Sales

• Drive revenue through strategic upselling, cross-selling, and itinerary building across the portfolio
   
• Present compelling value propositions unique to each destination (wine country, coastal luxury, Pacific Northwest retreat)
   
• Align with Sales and Revenue Management teams on rate strategies, availability, and group demand across properties
   

Collaboration & Operational Alignment

• Partner with Front Office, Sales, Spa, and Food & Beverage teams across all locations to deliver a seamless, “one-stop” reservation experience
   
• Communicate daily business insights, including arrivals, departures, VIP guests, special requests, and group activity
   
• Support PBX operations and assist with inbound calls for all properties as needed
   

Team Contribution & Culture

• Contribute to a collaborative, high-performing Reservations team supporting a multi-property portfolio
   
• Demonstrate flexibility and adaptability in a dynamic, multi-location environment
   
• Support additional duties and cross-functional initiatives as required to enhance the overall guest experience
   

Qualifications

• High School Diploma or equivalent required
   
• Prior experience in luxury hospitality, reservations, or a multi-property environment preferred
   
• Ability to effectively manage multiple systems, properties, and guest requests simultaneously
   
• Strong technical proficiency in reservation systems and general computer applications
   
• Excellent communication skills with a polished, professional phone presence
   
• Demonstrated sales ability, including upselling, cross-selling, and closing techniques
   
• Strong organizational skills with exceptional attention to detail and follow-through
   
• Ability to build relationships and create trust with guests and internal teams across multiple locations
   
• Flexibility to work varied schedules, including evenings, weekends, and holidays
   

What Sets You Apart

• A passion for luxury hospitality and creating meaningful guest connections
   
• The ability to translate multiple destinations into a cohesive, curated guest journey
   
• A strong sense of ownership, urgency, and pride in delivering exceptional service
   
• Comfort operating in a multi-property, fast-paced environment with elevated standards
   

Additional Information

Foley Collection is committed to providing a workplace where all team members can perform their roles safely and successfully, with or without reasonable accommodation. Responsibilities may evolve in alignment with business needs across the portfolio.