Reservations Agent - Miami Lakes Hotel on Main

Miami Lakes Hotel on Main is a destination designed for both the business and leisure traveler alike. As the only full-service hotel resort in the Miami Lakes area, we offer a truly distinctive hospitality experience. Ideally situated on vibrant Main Street, our guests enjoy convenient access to a curated selection of upscale shops, a 17-screen Cineplex movie theater, and over a dozen diverse restaurants — all just steps from our front door.

Our hotel blends the comfort and amenities of a full-service resort with the warmth and personalized service of a boutique property. Whether guests are here for a corporate event, a weekend getaway, or an extended stay, Miami Lakes Hotel on Main is committed to delivering an exceptional experience from the moment they arrive.

WORK OBJECTIVE

The Reservation Agent is responsible for assisting guests with the booking and reservation process, completing daily reports, and accurately inputting data into the hotel's property management system (PMS). The Reservation Agent works collaboratively with a team of agents to ensure all information entered in the PMS is accurate, complete, and processed efficiently, contributing to a seamless guest experience.

ESSENTIAL FUNCTIONS

The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within the work objective. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

• Print and review Opera reports, including all required daily reports.
• Ensure accuracy in inputting and updating reservations in the PMS.
• Collaborate with the Sales Team to assist with booking group reservations and accommodating client requests.
• Verify that rates being sold are correct and aligned with current pricing strategies.
• Review daily occupancy reports and communicate relevant findings to the appropriate team members.
• Read group resumes daily and comply promptly with changes and special requests.
• Maintain service standards by receiving and acting upon guest feedback in a professional and timely manner.
• Adhere to proper phone etiquette standards when answering calls and addressing guest inquiries or issues.
• Follow all company guidelines, policies, and procedures.
• Perform other duties as assigned.

Supervision

• This position has no direct supervisory responsibilities.

EDUCATION & EXPERIENCE

• High School Diploma or GED required.
• Minimum of one (1) year of experience in a Front Office or Reservations role within the hospitality industry, preferably in a Front Office environment.
• Prior front office or reservations experience strongly preferred.

QUALIFICATIONS

• Must be alert, accurate, and precise; strong ability to work with numbers and demonstrated problem-solving skills.
• Excellent verbal and written communication skills.
• Strong organizational skills and keen attention to detail.
• Outstanding time management skills with the ability to multi-task and follow through on assignments.
• High degree of personal integrity and professionalism.
• Pleasant telephone personality with excellent phone skills and a professional voice.
• Bilingual (English/Spanish) preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

• Proficiency in the use of computers and software systems, including data entry, function setup, and information processing.
• Ability to apply basic mathematical skills to resolve common problems.
• Ability to work independently and follow through on assignments with minimal direction.
• Ability to adapt to a changing work environment, competing priorities, and frequent or unexpected changes.
• Proficiency in Microsoft Office products (Word and Outlook); ability to learn division- and organization-specific software.
• Ability to establish and maintain accurate records and documentation.
• Ability to review, compile, and organize forms, documents, and related records for efficient processing and retrieval.
• Ability to comprehend and communicate effectively in both verbal and written English.
• Ability to follow oral and written instructions and organize work for timely completion.
• Ability to perform detail-oriented tasks in a high-volume environment with minimal supervision.
• Reliable attendance and punctuality for all scheduled shifts.

BENEFITS

The Graham Companies is proud to offer a competitive benefits package to eligible employees, including:

• Medical, Dental, and Vision Insurance
• Company-Paid Life Insurance
• Voluntary Supplemental Insurance (Short-Term Disability, Accident, Critical Illness)
• 401(k) Retirement Savings Plan with Company Match
• Paid Time Off (Vacation, Sick Leave, and Holidays)
• Employee Assistance Program (EAP)
• Complimentary and Discounted Access to Miami Lakes Athletic Club
• Hotel & Hospitality Discounts
• Employee Recognition Programs
• Opportunities for Career Growth and Advancement within The Graham Companies