Reservationist and Customer Service Representative

Job Title: Reservation Agent
Company: Brooks and Shorey Resorts
Location: 133 Eglin Pkwy SE, Fort Walton Beach, FL 32548
Hours: Full-time, 40 hours per week
Shifts: Weekends required.
Salary: $45,760.00 plus bonuses.
Benefits: 401(k) with company match, health insurance, vision insurance, dental insurance
Reports To: Senior Property Manager.

Company Overview
Brooks and Shorey Resorts is a leading hospitality company dedicated to delivering exceptional vacation experiences across our portfolio of properties. We pride ourselves on warm, personalized service, a collaborative team culture, and opportunities for growth within the organization.

Position Overview
The Reservation Agent plays a critical role in ensuring every guest’s first impression is positive and seamless. You will handle inbound and outbound calls, emails, and chat inquiries to assist guests with reservations, changes, and information about our properties. The successful candidate will be friendly, detail-oriented, highly organized, and capable of delivering outstanding customer service in a fast-paced environment.

Key Responsibilities
- Answer incoming reservation inquiries via phone, email, and live chat with a professional, friendly demeanor.
- Create and modify guest reservations in the property management system (PMS) with accuracy and attention to detail.
- Provide accurate pricing, promotions, availability, and options for units, dates, and property amenities.
- Upsell additional services, such as long-stay discounts, early check-in/late checkout where permitted, and added-value packages.
- Verify guest information, process deposits and payments, and issue confirmation numbers.
- Resolve guest issues and changes promptly, coordinating with housekeeping, front desk, and property operations as needed.
- Maintain a high level of product knowledge across all Brooks and Shorey Resorts properties.
- Meet or exceed key performance metrics (KPIs) such as occupancy, revenue per available unit (RevPAR) related metrics, and yield management guidance.
- Maintain accurate notes in guest profiles and reservations for future interactions.
- Assist with group and corporate bookings as needed, ensuring compliance with policies and procedures.
- Adhere to all company policies, safety guidelines, and regulatory requirements.

Requirements
- 1+ year of experience in hospitality reservations, call center, or related customer service role (experience with vacation rental or resort properties preferred).
- Proficiency with property management systems (Escapia or equivalent) and booking engines; ability to learn new systems quickly.
- Strong interpersonal and communication skills, with a warm, professional phone presence.
- Excellent written communication skills for emails, chats, and guest correspondence.
- Detail-oriented with strong organizational and time-management abilities.
- Ability to multitask and manage multiple reservations simultaneously in a high-volume environment.
- Problem-solving mindset with a guest-first approach.
- Availability to work weekends;
- High school diploma or equivalent; bachelor’s degree preferred but not required.

Competencies
- Customer Focus: Demonstrates genuine care for guest needs and strives to exceed expectations.
- Communication: Clear, concise, and courteous in both speech and writing.
- Adaptability: Maintains composure and effectiveness in a dynamic, high-volume setting.
- Team Collaboration: Works well with colleagues across departments to deliver seamless guest experiences.
- Technology Proficiency: Comfort with CRM, PMS, and reservation platforms; data entry accuracy.

Physical Requirements
- Ability to sit for extended periods and use a computer and headset throughout shifts.
- Normal hearing and vision sufficient to perform duties; reasonable accommodations available as needed.

Work Environment
- Office-based.
- Fast-paced guest service environment requiring accuracy and a positive, professional presence.

Compensation and Benefits
- Earn a competitive hourly wage or salary (based on experience and location).
- 401(k) plan with company match.
- Health, vision, and dental insurance.
- PTO
-

Application Instructions
To apply, please submit your resume and a brief cover letter outlining your relevant experience and why you’re a good fit for Brooks and Shorey Resorts. Please include your availability, including weekend availability, and any property experience you have.

Note: This job description is intended to convey information essential to understanding the scope of the Reservation Agent position, and it is not intended to be an exhaustive list of duties, responsibilities, or qualifications. Brooks and Shorey Resorts reserves the right to modify duties or hours as needed to meet business demands.

Pay: $22.05 - $26.55 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person