Job Title: Reservations Agent

Department: Reservations

Reports To: Director of Rooms

FLSA Status: Non-Exempt

SUMMARY:

The Reservation Agent plays a pivotal role in providing exceptional customer service and efficient reservation processing. This detail-oriented individual assists customers with their booking needs, offering travel suggestions, and ensuring a seamless reservation experience.

RESPONSIBILITIES:

• Assist and advise customers in selecting from a variety of travel options.
• Make reservations based on customer requirements and budgetary allowances.
• Check the availability of accommodation or transportation for customers' desired travel dates.
• Help plan travel itineraries by suggesting local tourist attractions and places of interest.
• Process payments and send confirmation details to customers.
• Resolve any issues that may arise with bookings or reservations.
• Sell and promote reservation services, including additional offerings such as tour tickets, travel insurance, or upgraded accommodations.
• Answer customer questions about the reservation process.
• Up-sell when appropriate, informing customers of additional services or special packages.
• Provide support to customers needing to amend or cancel a reservation.

QUALIFICATIONS:

• Experience working in sales or public relations, preferably in the hospitality or travel industries.
• Customer service experience.
• Multi-tasking and time-management skills, with the ability to prioritize tasks.
• Proficient in Microsoft Office Suite.
• Data entry experience.
• Flexible working hours.

EDUCATION:

• High School Diploma / Bachelor's degree in a related field is highly preferred.

LANGUAGE SKILLS:

• Excellent verbal and written communication skills in English and Spanish (preferred).

REASONING ABILITY:

• Excellent verbal and written communication skills, with the ability to interact effectively with guests, associates, and external partners.
• Ability to work well under pressure and respond quickly and effectively to emergencies.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Prolonged periods sitting at a desk and working on a computer or standing for a prolonged time.
• Must be able to lift up to 15 pounds at times.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. This job is primarily performed in an office environment with a moderate noise level. While performing the duties of this job, the employee is required to frequently inspect inside and outside areas of the property location and may be exposed to on-going construction and various weather conditions. The noise level in the work environment may range from moderate to loud.

The above job description describes the primary duties and qualifications for this position. The company reserves the right to modify, add, or remove duties and other duties as necessary.

This candidate for this position is an at-will employee and subject to termination with or without cause or notice.