Remote Central Reservations Agent

EOS•Kennebunk, ME

11d•Remote

About The Position

EOS Hospitality is seeking a remote Central Reservations Agent to manage guest reservations across EOS Hospitality properties and deliver exceptional service. The role supports room revenue through thoughtful recommendations, accurate reservation management, and effective guest communication. The agent handles hotel and restaurant reservations across multiple channels, responds to guest questions and requests, provides information and recommendations about properties and local areas, and resolves complaints professionally. The role also involves coordinating with travel partners, sales teams, and property managers, and following reservation-related policies and procedures.

Requirements

Excellent customer service, sales, and communication skills.
Excellent verbal and written English skills.
Strong organizational and time-management skills.
Proficiency in Microsoft Office Suite.
Flexible schedule and ability to work all shifts, weekends, and holidays.
Ability to sit at a desk for up to 8 hours per day; occasionally walk and stand, lift up to 50 pounds, and perform the stated office-related physical tasks.
Finger dexterity to operate office equipment, including computers, printers, a 10-key adding machine, a multi-line touch-tone phone, filing cabinets, fax machines, photocopiers, and a dolly.

Nice To Haves

Prior front desk or hotel reservations experience.

Responsibilities

Create and accept hotel and restaurant reservations for EOS properties through telephone, email, live webchat, PBX, and internet channels, following established standards and protocols.
Respond to guest requests promptly and provide accurate information about properties, accommodations, locations, and local areas, including personal recommendations where appropriate.
Resolve customer complaints and handle guest interactions with hospitality and professionalism; accommodate special requests when possible and alert a manager when appropriate.
Communicate with travel partners, including Online Travel Agencies, tour operators, Airbnb, and VRBO.
Accept and process gift certificate orders where applicable.
Follow reservation-related safety, security, and financial procedures, hotel policies, and standards of conduct.
Work professionally and harmoniously with coworkers and supervisors.
Coordinate with the sales department and property managers on group bookings, rooming lists, and billing patterns.

Benefits

Employer-subsidized medical, dental, and vision insurance.
Company-funded $25,000 life insurance and $1,000 per month in disability coverage.
Optional disability, life and AD&D, critical illness, and accident insurance.
Health and wellness benefits, including prescription and gym membership discounts.
Paid time off, including employer-paid leave and immediate paid vacation accruals.
Paid parental leave of 3 or more months for new parents.
401(k) employer match of up to 4% of salary.
Competitive wages, annual performance evaluations, and compensation adjustments.
Discounted employee and immediate family hotel rates at EOS Hospitality portfolio locations.
50% food and beverage discount at EOS Hospitality portfolio locations.
Annual complimentary restaurant allowance for managers.
Discounted lodging rates through New England Inn & Resort Association partners.
Professional development, training, and tuition reimbursement.
Relocation assistance to temporary employer housing.
Incentive opportunities for hourly and managerial roles.
Company-funded Employee Assistance Program for life and mental health resources.