Reservations Agent

Pyramid Global Hospitality•Wesley Chapel, FL

2d•Onsite

About The Position

Pyramid Global Hospitality is seeking a highly engaging, customer-focused Reservations Agent for Saddlebrook Resort. The position supports guests as they plan their visits by creating positive interactions, providing accurate information about accommodations, packages, promotions, resort events, and amenities, and helping guests make informed booking decisions. The role contributes to guest satisfaction and resort revenue goals while coordinating with other resort teams. Saddlebrook Resort is an award-winning, 480-acre resort near Tampa, Florida, with 495 rooms and suites, restaurants and lounges, two golf courses, multiple tennis courts, and other amenities. The Reservations Agent will use the reservations software system, complete and audit reservations reports, and maintain familiarity with the resort, its offerings, and the surrounding area. The role requires a flexible schedule that includes nights, weekends, and holidays.

Requirements

High school diploma or equivalent.
Must be available to work a flexible schedule that includes nights, weekends, and holidays.
Computer skills.
Excellent verbal and written communication skills.
Ability to work in a fast-paced setting.
Strong desire to make an impact on other people.
Outgoing and engaging personality.

Nice To Haves

Previous hotel or resort experience preferred.
Bilingual in English and Spanish preferred.

Responsibilities

Answer calls and welcome guests in a friendly manner.
Make reservations for all resort accommodations.
Ensure reservations are accurate, recognize guest needs and requests, and communicate requests to appropriate departments.
Apply revenue optimization concepts and practices to help maximize resort revenue.
Use the reservations software system to complete reservations independently and in a timely manner.
Generate and audit assigned daily reservations reports for completion, accuracy, and preparedness.
Promote resort amenities and outlets to generate guest interest, support ancillary revenue goals, and enhance the guest experience.
Work toward monthly ADR, conversion, and revenue goals.
Maintain familiarity with the resort and surrounding area, and stay current on offerings, promotions, campaigns, policies, and procedures.
Handle internal and external guest situations professionally and patiently, resolving challenges to guests’ satisfaction.
Maintain communication and strong working relationships with Accounting, Front Desk, and Guest Services teams.
Interact with resort staff politely and respectfully.
Upsell when possible using product positioning, sales techniques, and information about guests’ needs.
Perform other duties as assigned.