Reservations Agent

JOB OVERVIEW: The Reservation Agent serves as a key contact point for guests seeking to book accommodations, travel, or other services. We expect our Reservation Agents to deliver exceptional guest service by managing reservation requests with accuracy, professionalism, and efficiency—while supporting revenue goals and fostering smooth cross-departmental coordination.

Duties

• Answer the telephone and greet prospective guests in a friendly manner using clear, verbal English communication. Listen to callers to understand inquiries and requests.
• Logs all wake-up call requests
• Provides information about hotel services to guests.
• Knows what action to take when an emergency call is required.
• Keep records of calls received.
• Promote Blue Harbor Resort & Conference Center and brand-specific marketing programs.
• Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc. Know, understand, and communicate applicable deposit and guarantee policies as requested.
• Be able to problem solve; Handle guest complaints or booking issues with patience and empathy, escalating appropriately when necessary.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job related duties as assigned.

Physical Requirements

• Lift up to 10 lbs.
• Sit and/or stand long periods.

Qualifications

• 1+ years in hotel or reservation experience.
• Technical Proficiency
• Flexible with scheduling, including weekends and holidays.
• Excellent communicator with strong attention to detail.