Job Title

Reservation Agent The Reservations Agent plays a key role in delivering exceptional guest experiences by assisting guests with reservations, inquiries, and personalized recommendations. This position serves as a primary point of contact for guests, ensuring all reservations and payments are processed accurately while maintaining comprehensive knowledge of resort accommodations, amenities, and offerings. Duties & Responsibilities: Answer incoming phone calls and respond to emails and online chats in a professional and timely manner Assist guests with room reservations, modifications, and cancellations using the reservation system Provide accurate information regarding room availability, rates, packages, and promotions Offer personalized recommendations, upgrades, and premium services to enhance the guest experience Maintain thorough knowledge of all room types, locations, amenities, and resort offerings Accurately create, confirm, and update reservations, including processing payments Address guest questions, concerns, or complaints with empathy and efficiency to ensure satisfaction Maintain detailed and accurate reservation and guest interaction records within the property management/CRM system (e.g., OPERA Cloud) Complete daily operational tasks efficiently and within established timelines Support supervisors and assist other departments as needed Perform additional duties as assigned Qualifications: Previous experience in hospitality, reservations, sales, or a call center environment preferred Proficiency with or ability to learn reservation systems and CRM tools (e.g., OPERA Cloud) and basic office software (Microsoft Office) Ability to multitask across multiple systems while managing guest interactions Strong verbal and written communication and active listening skills Sales aptitude with the ability to upsell while maintaining a service-focused approach High attention to detail with strong organizational and time management skills Typing proficiency of approximately 45 words per minute preferred Ability to work independently and collaboratively in a team environment Commitment to guest privacy and confidentiality Flexible availability, including weekends and holidays Engage in physical activities like standing for long periods, walking, and utilizing hands for tasks that involve gripping, handling, and reaching Can safely lift and/or move up to 25 pounds