Reservation Agent

Paramount Hospitality Management•Orlando, FL

3d•Onsite

About The Position

The Reservation Agent provides professional, timely, and accurate service to guests contacting the resort by phone or email. The role enters reservations into the property management system, supports the Front Office with daily arrivals reports, helps monitor room inventory and availability, and offers detailed information about the resort, rates, and packages. Agents are expected to promote occupancy and room revenue through effective upselling while maintaining high standards of professionalism, guest service, and safety. The position involves high-volume, multitask work and a mix of AM and PM shifts, including weekends and holidays. It is not commission-based and does not involve cold calling. On-the-job training, growth opportunities, competitive pay, paid time off, recognition programs, and team-member discounts are offered.

Requirements

Availability to work AM and PM shifts, weekends, and holidays.
Excellent phone etiquette and multitasking skills.
Computer proficiency and ability to adapt to the property management system.
Ability to handle high-volume, high-pressure situations while managing multiple tasks.

Nice To Haves

Bilingual in English and Spanish.
Resort experience preferred but not required.
Experience as a Front Desk Agent, call center agent, or in a similar role.

Responsibilities

Respond professionally, thoroughly, and promptly to guest inquiries by phone and email.
Enter reservations into the property management system efficiently and accurately.
Assist the Front Office with daily arrivals reports, checking reservations for accuracy, deposit details, active status, and appropriate rates.
Monitor room inventory and open and closed dates to maximize availability and occupancy without overselling the resort.
Welcome guests by providing detailed descriptions of the resort and available rates, and consistently upsell the resort and packages.
Maximize room department profit in relation to occupancy and average daily rate.
Comply with applicable local, state, and federal laws and government regulations.
Maintain professionalism throughout the department and ensure staff greet guests and coworkers with a smile.
Complete special projects within requested timeframes.
Communicate effectively with all departments.
Attend quarterly departmental staff meetings.
Maintain a safe and secure environment for employees and guests.