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Job Summary
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The role of Reservations Agent is responsible for providing excellent customer service by assisting guests with booking reservations across various properties. This role involves answering phones and responding to emails, accurately recording customer information, including payment details, and advising guests on available upgrades, packages, or specials that may enhance their experience. The Reservations Agent also assists guests with modifying or canceling reservations as needed, ensuring all interactions are handled promptly, professionally, and courteously.
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Primary Responsibilities & Essential Functions
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- Answer phones and assist customers in making, altering, or cancelling reservations
- Respond to emails with reservations information, confirmations, and additional details
- Answers questions regarding rooms, facilities, rates, and events
- Provide clear descriptions of hotel features and amenities
- Advice customers regarding ongoing promotions or specials that may enhance guest experience
- Accurately record customer information
- Review and monitor online reservations booked through external sources to ensure accuracy
- Enter group blocks (tentative/definite) and maintain accurate group room lists
- Check group blocks to ensure proper balancing, accuracy of rooming lists, and allocations
- Communicate availability to sell information to all departments
- Maintain close relationships with the Director of Revenue, Sales Managers, Director of Front Office
- Ensure the hotel meets revenue targets
- Manage billing, cred card agreements, deposit, and refunds
- Manage all sales inquiries and communicate all request to the relevant departments concerned
- Maintain the standards of Forbes-rated establishments
- All other duties as assigned
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Education and Experience
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- Detail oriented and thorough
- Ability to perform consistent work to the highest of standards
- Ability to remain discreet and respect the privacy of guests
- Time management skills and ability to prioritize tasks effectively
- Ability to interact with guests in a pleasant, friendly, and professional manner
- Ability to describe and upsell location offers
- Ability to operate computer systems quickly and efficiently
- Basic knowledge of reservation systems and data entry
- Excellent verbal and written communication skills
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Knowledge, Skills, Abilities
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- Ability to remain discreet and respect the privacy of guests
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Physical Demands
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- Primarily seated at a desk for extended periods of time
- Manual dexterity-typing and operating a computer, telephone, and office equipment
- Lifting and carrying up to 25 lbs
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Working Conditions
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- Primarily works indoors
- Environment similar to a professional office or front desk setting
- Possibility of remote work after a set period of time
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The above statements are intended to describe the general nature and level of work being performed and are not an exclusive list of all duties and responsibilities. The St. Joe Company/St. Joe Resort Operations reserves the right to amend and change responsibilities to meet business and organizational needs.
