Reservations Agent

CoralTree Hospitality • Orlando, FL

10d • Onsite

About The Position

The Reservations Agent serves as an ambassador for the Lake Nona Wave Hotel and is a primary point of contact for guests. The role provides friendly, personalized assistance with room reservations, dining, spa services, hotel facilities, recreation offerings, and local-area information. The agent manages inquiries across phone, text, and email; maintains accurate booking details; and recommends experiences that support guest satisfaction and revenue generation.

The position works with hotel departments to coordinate guest requests and reservations, including group bookings, VIPs, packages, promotions, dining, and spa appointments. The agent is expected to follow Forbes, LQA, and AAA service standards, maintain detailed knowledge of hotel offerings, and contribute to a seamless, elevated guest experience. Performance is evaluated in part on call quality, revenue from captured calls, and inquiry-to-booking conversion.

Requirements

• Previous experience providing service to others.
• Excellent telephone skills.
• Ability to communicate fluently in English verbally and in legible writing.
• Availability to work a flexible schedule based on operational needs, including AM/PM shifts, weekends, and holidays.
• High school diploma; the posting also lists Hospitality, Business, and Revenue Management major.
• Strong customer service and sales experience.
• Excellent written and verbal communication skills.
• Ability to multitask while handling calls, text messages, and emails and providing information.
• Previous reservations, front office, or call center experience in a luxury environment.
• Proficiency in Microsoft Office and hotel management systems.
• Knowledge of Forbes, LQA, and AAA standards.
• Demonstrable problem-solving, critical-thinking, and multitasking skills.

Nice To Haves

• A second language is a plus.
• Prior experience with Revinate, SynXis, HMS, or OpenTable.

Responsibilities

• Answer incoming internal and external calls professionally, warmly, and efficiently, following service parameters and performance metrics.
• Respond to guest inquiries through the hotel text platform and other communication channels, providing timely, personalized service.
• Follow Forbes, LQA, and AAA service standards in guest interactions and communications.
• Collaborate with Housekeeping, Food & Beverage outlets, the Welcome Desk, Guest Relations, and other departments to address guest inquiries and requests.
• Stay informed about pool and recreation hours, events, cabana and daybed offerings, hotel services, facilities, and operating hours.
• Assist guests with restaurant reservations, understand dining preferences, and recommend or upsell dining options, events, and enhancements.
• Maintain knowledge of Food and Beverage outlets, menus, hours, and special events, as well as local-area information.
• Maintain knowledge of guest room layouts, bed types, décor, and room categories.
• Book room reservations with attention to accurate details, revenue opportunities, and upselling; enter reservation types into the appropriate platforms according to standard operating procedures.
• Coordinate with the Sales Department on group bookings when applicable.
• Maintain accurate files and reports, and monitor and manage the department inbox to ensure timely responses and follow-ups.
• Book and block rooms according to hotel standards, including group reservations and booking agreements when applicable.
• Handle VIP reservations, packages, discounts, and promotions.
• Participate in team meetings and share trends, guest feedback, and opportunities to improve revenue and the guest experience.
• Anticipate guest needs, proactively resolve concerns, and coordinate with relevant departments to provide seamless service and build loyalty.
• Manage multiple tasks in a fast-paced environment while maintaining accuracy, attention to detail, and proper grammar in communications and documentation.
• Recommend personalized spa experiences and provide professional, service-oriented spa communications consistent with Forbes and LQA standards.
• Maintain knowledge of spa hours, policies, cancellation terms, treatments, services, rooms, packages, and seasonal promotions.
• Use the spa reservation system to create, modify, and cancel appointments while coordinating availability with treatment duration and therapist schedules.

Benefits

• Team Member Travel Program with complimentary and discounted stays at CoralTree Hospitality properties.
• Unlimited discounted rates for friends and family.
• Pre-tax flexible benefit plan for healthcare and dependent care expenses.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• Life insurance.
• Disability benefits.
• Pet insurance.
• 401(k) plan with company match.
• Employee Assistance Program.
• Paid vacation, sick days, and holidays.
• Team member discounts from travel, entertainment, and retail brands.
• Special rates at Lake Nona Performance Club.
• Discounts at Tavistock Group Restaurants.
• Team member meals.
• Uniforms.
• Parking.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED