Resort Central Reservations Agent

EOS HospitalityKennebunk, ME
8hOnsite

About The Position

Are you passionate about hospitality and providing exceptional guest service? The Kennebunkport Resort Collection (KRC) is seeking a Central Reservations Agent to join our dynamic team supporting a collection of unique and highly-rated hotels and restaurants. As a Central Reservations Agent, you'll be the first point of contact for guests looking to book stays or dining experiences across our 10 boutique hotels and 7 award-winning restaurants in the Kennebunk and Kennebunkport, Maine area. You'll also assist with reservations for our partner properties under EOS Hospitality, including: Isla Bella Beach Resort – Marathon, FL Tranquility Bay Beachfront Resort – Marathon, FL The Perry Hotel & Marina – Key West, FL Wequassett Resort & Golf Club – Harwich, MA

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

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What This Job Offers

Job Type

Full-time

Career Level

Entry Level

Education Level

No Education Listed

Number of Employees

11-50 employees

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