Description:
The pay rate for this role is $21 per hour
About Appellation:
Born from the elegant merger of the culinary and hospitality worlds, Appellation is much more than a typical hotel company. Inspired by its name, this new hotel brand brings together the best of local elements in a new way: a hotel collection powered by people, connected by food, and defined by place—all designed to celebrate its destinations' culture, community, and craftsmanship. Developed by visionary co-founders Charlie Palmer, one of America's best-known, award-winning chefs and pioneer in the American hotel-restaurant model, and Christopher Hunsberger, a 30-year veteran of Four Seasons Hotels and Resorts and its former president of North Americas. Join Appellation as its first hotels and resorts take root in 2025.
Overview of Position:
The Reservations Agent at Appellation Healdsburg serves as the voice of our property, creating the first impression for guests through telephone and digital interactions. This is an extraordinary opportunity to be part of the front of house team at one of Healdsburg's most distinguished properties, crafting innovative experiences and delivering memorable service that reflects the region's genuine hospitality.
As a Reservations Agent, you will be the central hub for all guest communications, managing hotel reservations, restaurant bookings, in-room dining orders, and serving as the primary operator for the property. You will be responsible for creating exceptional guest experiences from the moment of first contact, handling all incoming calls, processing reservations across multiple outlets, and providing comprehensive concierge-level information about the property and local area.
Primary Duties and Responsibilities
Hotel Reservations
- Process new hotel reservations, modifications, and cancellations through the property management system (Maestro)
- Manage room inventory and rate optimization in coordination with revenue management
- Handle group reservations and special event bookings
- Process advance deposits, payment processing, and reservation confirmations
- Coordinate special requests and guest preferences with relevant departments
- Maintain accurate guest profiles and booking records
Restaurant Reservations
- Manage restaurant reservation system for all dining outlets
- Coordinate with restaurant management for special events, private dining, and large party bookings
- Handle waitlist management and communicate availability updates to guests
- Process dietary restrictions and special occasion requests
- Maintain knowledge of restaurant menus, hours, and policies
In-Room Dining Operations
- Take detailed in-room dining orders with accuracy and efficiency
- Coordinate timing and delivery with kitchen and service staff
- Handle special dietary requests and menu modifications
- Process payment and billing for in-room dining services
- Manage delivery logistics and guest communication
Operator Functions
- Serve as primary telephone operator for all incoming calls
- Direct calls to appropriate departments and personnel
- Handle guest wake-up calls and message services
- Provide emergency response coordination when necessary
- Maintain professional telephone etiquette and brand standards
Guest Services & Concierge Support
- Provide comprehensive information about hotel amenities, services, and policies
- Offer detailed local area knowledge including attractions, dining, shopping, and activities
- Assist with transportation arrangements and coordination
- Handle guest complaints and concerns with professionalism, escalating when appropriate
- Coordinate with other departments to fulfill guest requests
Administrative Duties
- Maintain accurate records of all reservations and guest interactions
- Prepare daily reports and communicate effectively with supervisors
- Handle cash transactions and payment processing following security protocols
- Ensure compliance with all hotel policies, procedures, and brand standards
- Support emergency procedures and proper handling of guest data and privacy protection
- Participate in daily shift meetings and departmental briefings
Additional Responsibilities
- Maintain professional appearance and workspace organization
- Attend all mandatory meetings and training sessions as directe
- Support cross-training assi