Guest Experience & Reservations Operations InternAt — Montage Laguna Beach

The Guest Experience & Reservations Operations Intern will support daily reservation and guest service operations within a luxury hospitality environment while developing foundational skills in business operations, customer experience strategy, and revenue management. The intern will be responsible for managing reservation requests, analyzing guest needs, and coordinating with multiple departments to ensure seamless service delivery.

This role involves applying professional communication, problem-solving, and decision-making skills to enhance guest satisfaction and operational efficiency. The intern will gain hands-on experience using hospitality systems to manage guest data, track preferences, and support personalized service. Additionally, the intern will be exposed to inventory management and selling strategies, including upselling and yield management, to better understand how service operations impact overall business performance.

Throughout the internship, the student will develop an understanding of how a luxury service organization operates, while also applying entrepreneurial thinking to identify inefficiencies, improve processes, and contribute ideas that enhance both the guest experience and organizational effectiveness.

Tasks:

-Managing and analyzing guest reservation requests to ensure accuracy, efficiency, and alignment with operational capacity
-Evaluating guest preferences and proactively recommending services (dining, spa, experiences) to enhance revenue and satisfaction
-Coordinating with multiple departments to support seamless guest experiences and resolve operational challenges
-Monitoring guest feedback and identifying patterns or service gaps, then proposing actionable improvements
-Assisting in service recovery by assessing guest concerns and determining appropriate solutions aligned with company standards
-Participating in operational discussions and contributing ideas to improve workflow, communication, and guest experience strategies
-Supporting training and onboarding initiatives by reinforcing service standards and assisting with team development
-Observing business operations and identifying opportunities for increased efficiency, guest retention, and upselling strategies
-Delivering high-level guest service by managing reservation inquiries and applying professional communication standards aligned with luxury hospitality expectations
-Accurately inputting, organizing, and managing reservation data from multiple sources (e.g., online platforms, travel agencies, internal departments), ensuring data integrity and operational efficiency
-Coordinating with departments such as Sales, Front Office, and Guest Services to support group bookings, rooming lists, and special requests
-Managing and documenting guest preferences and special requests within internal systems to ensure personalized guest experiences
-Monitoring room inventory and applying selling strategies, including upselling and yield management techniques, to maximize revenue performance
-Processing group reservations, including changes, cancellations, and pre-arrival preparations such as guest list organization and room pre-blocking
-Analyzing reservation accuracy and ensuring all booking details are correctly reflected in the property management system
-Supporting in-house guest needs and participating in service recovery efforts to maintain high guest satisfaction
-Managing inbound communications (phone and email) by prioritizing requests, directing inquiries appropriately, and maintaining professional correspondence
-Developing in-depth knowledge of hotel facilities and services to effectively guide guests and enhance their overall experience

Training:

1. Provide site orientation, including company policies, safety procedures, and service standards
2. Facilitate job shadowing and guided observations during initial training phases
3. Conduct weekly mentorship meetings to review progress, provide feedback, and set development goals
4. Offer hands-on training through supervised guest interactions and real-time coaching
5. Provide professional development opportunities, including exposure to different departments and operational functions
6. Assign training materials and service manuals to reinforce learning
7. Evaluate progress through ongoing performance reviews and feedback sessions

Learning Outcome:

1. Analyze guest behavior and service patterns to identify opportunities for improving customer satisfaction and operational efficiency.
2. Apply management and operational decision-making skills by prioritizing guest needs, coordinating with departments, and handling service challenges in a fast-paced environment.
3. Demonstrate entrepreneurial problem-solving by identifying inefficacies and proposing innovative solutions to enhance service delivery and revenue opportunities.
4. Utilize hospitality systems and data to support business operations, track guest preferences, and improve personalization strategies
5. Exhibit leadership and professional communication skills through collaboration, guest interaction, and participation in training