Job Description

Overview

Join our dynamic team at Oceans Edge Resort & Marina as a Reservations Agent , where exceptional guest experiences begin with you. This is a full-time opportunity and requires weekend and evening flexibility.

Position Summary

As a Reservations Agent, you will handle incoming inquiries and bookings for both hotel and restaurant reservations through various channels including phone, email, online platforms, and third-party travel sites. Youll assist guests with reservation requests, provide helpful information about our property and the Key West area, and ensure every interaction reflects our commitment to excellence in hospitality.

Key Responsibilities

• Process and manage reservations from multiple sources (telephone, email, PBX, website, OTA partners, etc.) following established procedures.
• Respond promptly and professionally to all guest inquiries, offering accurate information and personalized recommendations to enhance their experience.
• Address and resolve guest concerns with professionalism, escalating issues to management when necessary.
• Maintain positive relationships with travel partners such as Online Travel Agencies (OTAs), tour operators, Airbnb, and VRBO.
• Handle and process gift certificate orders.
• Coordinate with the sales team and property management to manage group bookings, room blocks, and billing details.
• Participate in departmental meetings and training sessions as scheduled.
• Follow all company safety, security, and financial procedures.
• Demonstrate teamwork, professionalism, and strong communication with colleagues and supervisors.
• Maintain compliance with hotel policies, including attendance, uniform, and appearance standards.
• Support the Reservations Manager with administrative projects and special tasks as assigned.
• Be available to work flexible hours, including weekends and holidays, based on business needs.

Qualifications & Experience

• Proven experience in hotel reservations or front desk operations.
• Strong customer service, sales, and communication skills (verbal and written).
• Proficiency in Microsoft Office and general computer applications.
• Excellent time management skills with the ability to multitask in a fast-paced environment.
• Positive attitude, professional demeanor, and a team-oriented mindset.
• Flexible schedule with availability for weekends, evenings, and holidays.

Essential Job Functions

• Remain seated for extended periods (up to 8 hours per shift).
• Operate standard office equipment including computers, phones, and printers.
• Communicate clearly and effectively in English, both verbally and in writing.
• Maintain visual focus for computer work and possess strong attention to detail.
• Perform repetitive motions and handle other physical demands of a standard office environment.

Benefits

At Oceans Edge Resort & Marina, we invest in your wellbeing and future. Our comprehensive benefits package includes:

• Medical, Dental, and Vision Insurance for you and your family
• Vacation and Holiday Pay
• Supplemental, Spousal, and Child Life Insurance
• Short- and Long-Term Disability Coverage
• 401(k) Savings Plan with Employer Match
• Exclusive hotel and resort discounts

Join us and become part of a team that values a shared passion for exceptional guest service. Oceans Edge Resort & Marina is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

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