Resort Central Reservations Agent

EOS Hospitality•Kennebunk, ME

14h•Onsite

About The Position

The Kennebunkport Resort Collection (KRC) is seeking a Central Reservations Agent to join their dynamic team, supporting a collection of unique and highly-rated hotels and restaurants. This role serves as the first point of contact for guests booking stays or dining experiences across KRC's 10 boutique hotels and 7 award-winning restaurants in Kennebunk and Kennebunkport, Maine. The agent will also assist with reservations for partner properties under EOS Hospitality, including Isla Bella Beach Resort, Tranquility Bay Beachfront Resort, The Perry Hotel & Marina in Florida, and Wequassett Resort & Golf Club in Massachusetts. KRC is a portfolio of diverse, luxurious lodging and dining options, offering stylish and unique hospitality. The company encourages creativity, ownership, and problem-solving at all levels and is committed to weaving diversity, equity, and inclusion into every aspect of its business.

Requirements

Proven history of excellent customer service, sales, and communication skills – both verbal and written
Prior hotel front desk or reservations experience. Good understanding of lodging operations; reservations, guest service etiquette, etc.
Ability to work onsite for required shifts as scheduled
Exudes a positive, team-focused attitude
Available and willing to work flexible hours based on business needs including regularly scheduled weekends and holidays.
Demonstrates strong communication, organizational, and problem-solving skills.
Expresses sincere enthusiasm for the role and passion for guest services.
Strong time management. Must know how to prioritize, delegate, and respond in a timely fashion. Able to work under pressure, multi-task, and stay focused with interruptions.
Proficient with computers and Microsoft Office suite functions.

Responsibilities

Creates and accepts hotel and restaurant reservations for all KRC properties from all channels, such as telephone, email, PBX, Internet, and other third-party sites following standard and protocol
Responds to all guest requests in a timely manner, assesses the guest’s needs and provides helpful and accurate information about the properties, accommodations, location, and the local area, adding personal recommendations where appropriate to achieve maximum customer satisfaction
Resolves customer complaints, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible and alerting a manager where appropriate
Communicates with travel partners such as Online Travel Agencies, Tour Operators, AirBnb, VRBO, etc.
Accepts and executes gift certificate orders
Complies with all reservation related safety, security and financial procedures, hotel policies and standards of conduct
Works harmoniously and professionally with co-workers and supervisors.
Communicates with sales department and property managers regarding group bookings, creating and managing group blocks, inputting rooming lists, creating billing patterns, etc.
Attend departmental meetings and training sessions as required.
Use safe work practices daily. Report any unsafe areas to maintenance and Guest Services Manager.
Understand best practices in Emergency Evacuation Procedures, Accident Reporting, Right to Know Law, Written Information Security Program, Bloodborne Pathogen Procedures, and ensuring compliance with zero-tolerance policies including Anti-Harassment, Violence in the Workplace, or Influence in the Workplace.
Comply with all time and attendance policies.
Comply with all uniform, dress code, and appearance standards.
Assist the Reservations Manager with additional assigned tasks and projects.
Ability to communicate with other coworkers and staff in a positive, efficient, and friendly manner.
Demonstrate a team-focused attitude and encourage collaboration. Motivate and lead the team to accomplish tasks effectively.
Available and willing to work flexible hours based on business needs, including regularly scheduled weekends and holidays.

Benefits

Employer-subsidized medical, dental, and vision insurance
Company-funded $25K in complimentary life insurance and $1K/mo. in disability
Optional Disability, Life and AD&D, Critical Illness, and Accident Insurance options
Additional Health & Wellness benefits including prescription and gym membership discounts
Generous Paid Time Off package including Employer Paid Leave plus immediate Paid Vacation accruals
Flexible and understanding work-life equality
Family Matters Program of 3+ months paid parental leave for new parents
401k employer match, up to 4% of salary
Competitive wages with ongoing market analysis with annual performance evaluations and compensation adjustments
Discounted employee and immediate family hotel rates as low as $59 per night at EOS Hospitality portfolio locations
Food and Beverage discount of 50% Off at EOS Hospitality portfolio locations
Gold Card annual complimentary restaurant allowance for managers
Discounted lodging rates from New England Inn & Resort Association partners
Pathways for growth and professional development including training and tuition reimbursement
Relocation assistance to temporary employer housing
Incentive opportunities for both hourly and managerial roles
Supportive, open workplace culture
Company-funded Employee Assistance Program for life and mental health resources