Reservations Agent

• Assist guests by selling future room reservations as well as making changes to existing reservations in a knowledgeable and timely manner
• Creating a genuine, informative, and personalized guest reservations experience by accurately collecting contact information such as previous stay history, special occasions, preferences, and other pertinent information
• Complete an in-house training course on effective selling techniques and standards, and effectively utilize these skills to maximize revenue
• Answer all incoming calls and emails in a professional, friendly and efficient manner
• Develop authentic connections with potential guests in a reservation sales environment
• Maintaining complete knowledge of the properties and other information including:

• All property services offered and hours of operation
• All accommodations, layout, décor, attributes and locations
• All room rates, special packages and promotions
• Entertainment/special events scheduled on property and in the area
• Directions to the properties from airports and other major landmarks
• General information, descriptions and directions for local services, restaurants, and points of interest
• Booking all guest reservations, including guest follow-up, and obtaining all necessary information and accurately entering it into our Property Management System.
• Following up with potential leads through phone and/or email.
• Assisting and ensuring effective guest resolutions. Working with other departments in headquarters and on property to resolve any challenges.
• Ensuring that all billing and financial transaction are accurately and efficiently carried out before arrival.
• Upselling services and offering when appropriate
• Must meet or exceed established performance metrics associated with this position after your probationary period has been completed (90-days).

• High school diploma or equivalent education required.
• Possess general computer literacy experience with knowledge of Microsoft Office and Property Management Systems (preferably Maestro)
• Ability to deal with internal & external guests while maintaining a high level of professionalism.
• Outstanding verbal and written communication skills, confident telephone skills and etiquette.
• A self-starter and able to work independently from home, have a strong eye for details, be results driven, possess strong interpersonal and administrative skills, demonstrate self-confidence, energy and enthusiasm.
• Excellent organizational skills and ability to handle multiple tasks (talk, type, search multiple screens) without impact to the guest.
• Ability to work effectively in a team environment and with different levels of management.
• Flexibility with schedule, able to work weekends, nights, and holidays as needed.

Enchantment Resort