Reservations Agent

Stellenbeschreibung:

Respond to reservation inquiries by phone, email, and other booking channels
Assess guest travel dates, party size, budget, preferences, and reason for travel
Match guests with appropriate vacation rentals, rates, packages, and experiences
Create, modify, confirm, and cancel reservations
Document guest details, preferences, payment information, and special requests
Convert inquiries into bookings using consultative sales techniques
Promote upgrades, packages, extended stays, and value-added experiences
Maintain knowledge of rental inventory, rates, promotions, minimum-stay requirements, deposits, payment schedules, and cancellation terms
Maintain detailed knowledge of Wild Dunes and assigned CoralTree locations, properties, amenities, recreation, dining, transportation, attractions, events, promotions, and area services
Maintain guest profiles and communicate accessibility needs and special requests to operational teams
Process deposits, payments, refunds, and reservation adjustments
Research and resolve reservation discrepancies, booking concerns, and guest complaints; escal
Coordinate with Guest Services, Housekeeping, Maintenance, Revenue Management, Sales, and other departments
Send confirmations and required reservation information
Follow up on incomplete inquiries and pending bookings
Maintain accurate reservation records and monitor queues, inboxes, and tasks
Support reservation reports and audits
Contribute to call quality, booking conversion, revenue, accuracy, and guest satisfaction goals
Assist teammates during peak periods
Participate in training, property updates, and departmental meetings
Perform other related duties as assigned

Requirements

High school diploma or equivalent required
Previous reservations, customer service, call center, front desk, sales, travel, vacation rental, or lodging experience preferred
Experience with property management, central reservation, customer relationship management, or vacation rental systems preferred
Familiarity with Revinate and Track highly desirable
Excellent verbal and written communication skills, including active listening
Ability to explain rates, policies, and property options clearly and confidently
Ability to build rapport, identify guest needs, overcome objections professionally, and recommend upgrades or alternatives
Patience, professionalism, discretion, and a solution-oriented approach
Strong attention to detail and ability to manage guest information, reservation terms, payments, deadlines, and multiple systems accurately
Comfortable using Microsoft Office applications, email, web-based systems, and multiple computer programs simultaneously
Ability to learn new technology quickly
Ability to evaluate options and make sound decisions within established guidelines
Ability to remain calm and resourceful when handling time-sensitive or complex reservations
Self-motivated and dependable; able to work independently and collaboratively in a fast-paced, high-volume environment
Availability for a flexible schedule including weekends, holidays, and peak travel periods
Must reside in the Eastern or Central Time Zone
Maintain a professional, reliable remote workspace suitable for guest calls and confidential information
Ability to handle guest, payment, and company information responsibly according to privacy and security procedures

Core Competencies

Demonstrates expertise in managing reservations, customer interactions, and sales techniques while maintaining detailed knowledge of property offerings and guest preferences. Proficient in utilizing reservation systems and ensuring compliance with privacy and security procedures.

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