Evening Reservations Agent (Long Bay Village)

Our Company & Our Property
Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, residences, and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, and spas, and gracious yet unobtrusive service. With 19 hotels and resorts across three continents, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection.  Follow us on Facebook, Twitter, and Instagram: @AubergeResorts and #AlwaysAuberge.

About Malliouhana, Auberge Resorts Collection
Malliouhana, on the Caribbean Island of Anguilla, has been part of Auberge Resorts Collection since November 2014. The legendary winter destination for the jet-set crowd is known for its iconic location high over Meads Bay and Turtle Cove and sweeping 360-degree views of the Caribbean. 63 rooms and suites blend the warmth and gracious hospitality of the Caribbean with stylish spaces that create a sense of togetherness. An all new toes-in-the-sand restaurant, Leon’s at Meads Bay, joins Celeste and Bar Soleil overlooking white-sand beaches, along with the iconic two-tiered infinity swimming pool and new Spa at Malliouhana.

Role Summary
A Reservations Agent is responsible for ensuring a superior guest first impression of our unique resort by complying with Auberge Resorts Collection call quality standards while utilizing the reservations lead management system.  The Reservations Agent will be responsible for exceptional communication skills and reservations accuracy.  In addition, the Reservations Agent will be responsible in supporting the revenue management strategies which includes, but are not limited to: Up-selling, promotions, outbound revenue generation and cross selling of amenities.

Core Responsibilities
Please note that this is not an exhaustive list of everything that needs to be done. Malliouhana employees always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:

• Answer all incoming calls in less than three rings in a professional and friendly demeanor following Auberge Resorts Collection call quality, Forbes standards and brand standards.

• Achieve monthly individual & team conversion and revenue goals.

• Pursue Outbound Revenue Opportunities through our lead management system.

• Accurately code reservations in the lead reservation system, follow up on leads and ensure superior guest service.

• Oversee the accuracy of previous day booked reservations and reservations due to arrive within 3 days.

• Keep current with all communication and hotel information.

• Ensure appropriate guest follow up takes place in a timely and proper fashion, in accordance with the standard operating procedures.

• Provide detailed notes and comments in the lead management system and PMS regarding guest requests to ensure a quality guest experience.

• Assist with group rooming lists or 3rd party reservations as needed.

• Maintain rate integrity in accordance with revenue management strategies.

• Maintain a standard of 90% or higher on shop calls.

• Assist in maximizing hotel room revenue and occupancy numbers.

• Participate in annual reservations sales training.

• Adhere to the company dress code.

• Participate in department meetings as scheduled.

• Fulfill daily tasks on the Reservations Checklist.

• Must be willing to work a flexible schedule, and be available to work nights, weekends and holidays.  

• Must be a cultural ambassador and participate positively in a sales team environment.

• To perform any other related duties and special projects as assigned. 

Skills and Abilities

• Ability to clearly and pleasantly communicate in English, both orally and in writing, using proper grammar and spelling, with guests and team members, both in person and by telephone.

• Ability to perform assigned duties with attention to detail, speed, accuracy, follow through, courtesy, cooperativeness and work with minimum supervision.

• Ability to interact in a polite, professional, and engaging manner with guests and team members. 

• Ability to think clearly and remain calm under pressure and in stressful situations.

• Ability to sit for long periods of time and work in a remote environment, if necessary.

• Must be willing to work a flexible schedule, and be available to work nights, weekends and holidays.

Qualifications and Experience

• Minimum one (1) year experience in the same or similar role.

• Experience in a luxury hotel is preferred.

• Google, Navis Certification & Software experience preferred 

• Basic knowledge of Microsoft Office software suite.

• High school graduate or equivalent

What Else?
At Auberge, we are passionate about our mission to be the best-loved operator of one-of-a-kind luxury properties and experiences.  We are storytellers and story-makers, delivering simple pleasures and creating unforgettable memories.  Born in Napa and inspired by the most relaxing places in the world, we prize simplicity, comfort, and beauty.  Whatever role we play in Auberge, and wherever we work, we all live by the view that our core purpose is to enrich people’s lives. If you feel that our approach is aligned with your own passions and beliefs, then please talk to us about becoming part of our family.

Department: Sales
This is a non-management position
This is a hourly positions position