Reservation Agent - Detroit Foundation Hotel

Customer Service Detroit, Michigan

Position at Detroit Foundation Hotel

Do you want to be part of the exciting revitalization of Detroit?  Aparium Hotel Group is looking for Reservation Agents that shares our vision for a new Detroit, an entrepreneurial spirit, and a passion for celebrating the community through arts, events and food.

Detroit Foundation Hotel is at the forefront of the renewal of the Motor City. A transformation of the former Detroit Fire Department Headquarters and adjacent Pontchartrain Wine Cellar building, The Foundation will be the top hotel in the market with authentic inspiration, design, and programming that respects Detroit’s past, yet is looking forward through its revival.

The food and beverage programming will include a three-meal restaurant and bar with approximately 200 covers positioned to be among the top restaurants in the region. The hotel’s restaurant will present iconic New American cuisine, and with space that will serve as an incubator for culinary students, up and coming chefs and visiting culinary influencers. The elevated bar program will focus on collaboration with Michigan breweries and distillers.

The hotel will feature approximately 4500 square feet of meeting space, including a rooftop ballroom and a unique podcast studio. The 100-room hotel is scheduled to open Spring 2017.  

In this unique role, the Reservation Agent will be involved in the pre-opening process of setting up the department for success along with all other responsibilities assigned my management such as cross training and helping out in other departments as needed.

Ready to find out more?

Job Requirements:

  • Must possess excellent knowledge of all departments internally
  • Must possess ability to coordinate with multiple tasks
  • Highly organized and has the ability to plan multiple activities and meet deadlines with the ability to maintain a positive and professional demeanor at all times · Excellent interpersonal and communication skills; phone skills, customer service oriented, proactive and a team player · Handle confidential situations in a professional manner
  • Understand guest’s service needs
  • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards ·
  • Answers phones inquiries in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions
  • Handles all guest interactions with the highest level of hospitality and professionalism, accommodates special requests whenever possible, resolves customer complaints, assists customers in all inquiries in connection with high speed Internet service, telephone and facsimile services, hotel services, hours of operations, key hotel personnel, in house events, directions, etc.
  • Utilizes and ensures proper working condition of the telephone switchboard, the hotel computer systems (e.g. property management, paging and radio systems), high-speed Internet system and facsimile machines
  • Monitors and responds to hotel fire control panel and emergency and safety situations in an efficient and professional manner · Accepts and delivers wake-up calls, messages and facsimiles in a timely manner
  • Acquires sales from in-coming reservation calls and coordinates details of each reservation. Completes internal reservation forms
  • Answers General Reservations e-mail, retrieve and distribute mail ·
  • Informs manager of any special attention guests or VIPs and ensure accurate information, obtaining arrival times, etc.
  • Contacts guests or travel planners to clarify any discrepancies in the preferences or requests before arrival
  • Keeps an eye on same-day reservations, addressing any reoccurring issues
Additional Requirements:
  • Excellent communications skills both written/verbal
  • Fluency in English both verbally and non-verbally
  • Willing to work a flexible schedule in order to accomplish all required tasks
  • Works with integrity, confidentiality and discretion
  • Works in a safe, prudent and highly organized manor
  • Superior oral, written and computer skills
  • Computer literacy to include: Microsoft Word, Excel, PowerPoint, etc.
  • Guides and monitors business ethics and good business practices
  • Conducts self in a most professional manner at all times to reflect the hotel standards
  • Available to cross train as directed
  • Maintain a good working relationship with other associates by promoting teamwork and fostering a harmonious working climate
  • Partake in a positive work ethic and surrounding environment
  • Able to work alone without direct supervision
  • Demonstrate high degree of drive and determination
  • Constantly recommend service and product improvement to better the operation
  • Keep the work area clean and tidy at all times
  • Attend all required meetings
  • Follow proper payroll and uniform procedures
  • Properly handle and report associate and guest accidents
  • Maintain complete knowledge of and comply with all departmental polices/service procedures/standards
  • Assist with responsibilities and duties in other departments and as assigned by management
  • Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel
Educational Requirements:
  • Must have a high school education or equivalent experience
  • 4 year college degree preferred
  • A minimum of 1 year of experience in a hotel services environment
Work Environment:
  • Standard office and hotel setting
  • Professional, passionate and positive work environment
Aparium Hospitality Services, LLC does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. Detroit Foundation Hotel is a smoke-free, drug-free facility, and equal opportunity employer.