Reservations Agent

THE UMSTEAD HOTEL & SPA•Cary, NC

10d•Onsite

About The Position

The Reservations Agent provides exceptional service while booking rooms, spa, and dining for leisure, corporate, and group guests. This role requires professionalism, attention to detail, and a commitment to personalized service. The agent collaborates with all departments and supports the Revenue Director and Reservations Manager to align bookings with the hotel’s financial strategy.

Requirements

Previous experience in luxury hospitality, reservations, or a call center environment preferred.
Strong communication and interpersonal skills with a polished and professional phone presence.
Experience with reservation systems such as OPERA, OpenTable, and SpaSoft preferred.
Ability to multitask, stay organized, and remain detail-oriented in a fast-paced environment.
Proficiency in computer systems and standard office software.
Flexible schedule, including availability for evenings, weekends, and holidays.
Bachelor’s degree preferred, but not required.
Experience in a call center setting, hotel reservations preferred.
Excellent communication skills & etiquette both written and by phone.
Experience with OPERA and OpenTable preferred.
Knowledge of Microsoft Word, Excel, and Outlook is needed, as well as the ability to type faster than 50WPM.

Responsibilities

Answer reservation calls for the hotel, restaurant, and spa in a professional and courteous manner.
Accurately enter and maintain reservations in OPERA, OpenTable, SpaSoft, and TravelClick systems.
Check department email regularly and respond promptly and appropriately.
Process gift card purchases via phone and through the online purchasing platform.
Communicate guest preferences and pertinent information to the appropriate departments clearly and efficiently.
Provide clear and detailed descriptions of hotel features, amenities, services, and local offerings.
Maintain Forbes Five-Star and AAA Five Diamond standards in all phone interactions, including verbiage and etiquette.
Ensure accuracy of all reservations, including special requests, room types, rates, and packages.
Coordinate with Front Office, Housekeeping, Spa, and Food & Beverage teams to ensure seamless service delivery.
Handle reservation modifications, cancellations, and billing inquiries in a timely and professional manner.
Monitor room inventory and availability to support revenue management goals.
Assist with group blocks, rooming lists, and special events reservations as needed.
Document guest interactions and preferences accurately across all systems.
Maintain confidentiality of guest information and adhere to all data privacy standards.
Participate in daily briefings and remain informed of occupancy levels, VIP arrivals, and special events.
Resolve guest concerns or escalate issues to management when appropriate.