Reservations Agent

Pyramid Global Hospitality•Naples, FL

1d•$18 - $19

About The Position

Pyramid Global Hospitality is hiring a Reservations Agent for Naples Bay Resort & Marina, a luxury waterfront resort in Naples, Florida. The Reservations Agent helps guests plan their stays by creating welcoming interactions, making accurate reservations, sharing information about accommodations, packages, promotions, events, and resort amenities, and supporting a memorable guest experience. The role also contributes to revenue goals through upselling and revenue optimization, and works closely with resort departments to communicate guest needs and resolve challenges. The successful candidate is engaging, customer-focused, professional, courteous, and interested in learning and supporting the team. Compensation is $18–$19. The employer is an equal opportunity employer committed to diversity and inclusion.

Requirements

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

Nice To Haves

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

Responsibilities

Answer calls and welcome guests in a friendly and welcoming manner.
Make reservations for all resort accommodations.
Ensure reservation accuracy, recognize guest needs and requests, and communicate requests to the appropriate departments.
Apply revenue optimization concepts and practices to maximize the resort’s revenue capabilities.
Use the reservations software system to complete reservations independently and in a timely manner.
Generate and audit assigned daily reservations reports to ensure reservations are complete, accurate, and prepared.
Promote resort amenities and outlets to generate guest interest, support ancillary revenue goals, and enhance the guest experience.
Strive to achieve monthly ADR, conversion, and revenue goals.
Maintain familiarity with the resort and surrounding area.
Stay up to date on resort and amenity offerings, promotions, campaigns, and changes in policies and procedures.
Handle internal and external guest situations professionally and patiently, resolving challenges to the guest’s satisfaction.
Maintain strong relationships and communication with Accounting, Front Desk, and Guest Services teams.
Interact with resort staff politely and respectfully.
Upsell when possible by positioning the product, using sales techniques and training, and gathering information to anticipate and meet guest needs.
Perform other duties as assigned.