{"id":2372678,"url":"https://alion.io/job/appellation-hotels-reservations-agent","title":"Reservations Agent","company":{"id":2154613,"name":"Appellation Hotels","domain":"appellationhotels.com","url":"https://alion.io/company/appellationhotels","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Hospitality","role_family":"Hospitality","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Healdsburg, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":21,"max":null,"currency":"USD","period":"hour","gross":null,"usd_annual":42000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-07-29T20:35:50Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-14T22:17:50Z","board_verified":true,"closed_at":null,"days_open":77,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":77},"description":"Description\nThe pay rate for this role is $21 per hour\nAbout Appellation:\nBorn 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.\nOverview of Position:\nThe 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.\nAs 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.\nPrimary Duties and Responsibilities\nHotel Reservations\nProcess new hotel reservations, modifications, and cancellations through the property management system (Maestro)\nManage room inventory and rate optimization in coordination with revenue management\nHandle group reservations and special event bookings\nProcess advance deposits, payment processing, and reservation confirmations\nCoordinate special requests and guest preferences with relevant departments\nMaintain accurate guest profiles and booking records\nRestaurant Reservations\nManage restaurant reservation system for all dining outlets\nCoordinate with restaurant management for special events, private dining, and large party bookings\nHandle waitlist management and communicate availability updates to guests\nProcess dietary restrictions and special occasion requests\nMaintain knowledge of restaurant menus, hours, and policies\nIn-Room Dining Operations\nTake detailed in-room dining orders with accuracy and efficiency\nCoordinate timing and delivery with kitchen and service staff\nHandle special dietary requests and menu modifications\nProcess payment and billing for in-room dining services\nManage delivery logistics and guest communication\nOperator Functions\nServe as primary telephone operator for all incoming calls\nDirect calls to appropriate departments and personnel\nHandle guest wake-up calls and message services\nProvide emergency response coordination when necessary\nMaintain professional telephone etiquette and brand standards\nGuest Services & Concierge Support\nProvide comprehensive information about hotel amenities, services, and policies\nOffer detailed local area knowledge including attractions, dining, shopping, and activities\nAssist with transportation arrangements and coordination\nHandle guest complaints and concerns with professionalism, escalating when appropriate\nCoordinate with other departments to fulfill guest requests\nAdministrative Duties\nMaintain accurate records of all reservations and guest interactions\nPrepare daily reports and communicate effectively with supervisors\nHandle cash transactions and payment processing following security protocols\nEnsure compliance with all hotel policies, procedures, and brand standards\nSupport emergency procedures and proper handling of guest data and privacy protection\nParticipate in daily shift meetings and departmental briefings\nAdditional Responsibilities\nMaintain professional appearance and workspace organization\nAttend all mandatory meetings and training sessions as directe\nSupport cross-training assignments required to support hotel operations\nPerform other general tasks as directed by the Hotel Assistant Manager, Front Office Manager, General Manager, or Director of Rooms\nRequirements\nThe pay rate for this role is $21 per hour\nSkills & Qualifications\n\nEducation & Experience\nHigh school diploma or equivalent required.\nPrevious experience in hotel reservations, call center operations, customer service, or hospitality industry preferred\nExperience in luxury hotel environment a plus\nRestaurant service or food & beverage experience beneficial\nEssential Skills\nExcellent verbal and written communication skills, with fluency in the English language\nStrong telephone etiquette and professional communication abilities\nAbility to multitask effectively while maintaining attention to detail\nStrong organizational skills and ability to work under pressure\nValid Smart Serve and RBS certification or ability to obtain within 30 days of employment\nTechnical Proficiencies\nSystems usage: Microsoft Office products (Word, Excel, PowerPoint, and Outlook), Maestro (PMS), Toast (POS), Alice (guest requests, text messaging, and coordinating), Teams (internal messaging), and telephone system operations\nAbility to learn and adapt to new operating systems and reservation platforms\nExperience with multi-line telephone systems preferred\nSchedule & Availability\nAbility to work a flexible schedule including morning, afternoon, evening, overnight, weekends and holidays\nDaily on-premises presence required\nPersonal Attributes\nDetail oriented, organized and efficient, and safety minded\nGood team player with positive attitude and strong work ethic\nPassion for hospitality, food and beverage, trustworthy, and open to learning\nKnowledge of luxury hospitality standards and guest service concepts\nAbility to maintain levels of quality and customer service typically expected of a luxury resort\nCompliance & Safety\nFamiliarity with ADA compliance, local fire safety regulations, and relevant current laws governing guest privacy and data protection\nUnderstanding of emergency procedures and communication protocols\nEssential Functions\nTo perform the duties and requirements for this job, you must have the following physical abilities:\nSit for extended periods of time (up to 8 hours per shift)\nEnter data into computer terminals and operate standard office equipment\nUse multi-line telephone systems and radio communication devices\nSee and read computer screens and printed matter with or without vision aids\nHear and understand speech at normal levels and on the telephone\nSpeak clearly so that others may understand at normal levels and on the telephone\nPhysical Requirements\nConstant: sitting, repetitive use of hands and arms for typing and phone operation\nFrequent: typing, use of mouse, telephone handling, and note-taking\nOccasional: standing, walking, and light lifting (up to 10 pounds)\nYou must have the ability to work in a fast-paced environment, handle multiple tasks simultaneously, and maintain focus during busy periods with or without reasonable accommodations.\nEqual Opportunity Employer\nAppellation Hotels is an equal opportunity employer. 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