Reservations Agent

Position Summary

As a Reservations Agent, you will be responsible for providing quality service to our guests through the efficient handling of transient and group travel accommodations. You will apply your organizational skills and service expertise to manage guest and administrative requests with professionalism. Working closely with multiple departments, you will ensure that bookings, arrivals, guest inquiries, and departures are seamless, helping create memorable experiences for every guest. At The Edgewater, your dedication to detail and service is valued by both our guests and your fellow team members.

Essential Job Functions

• Provide exceptional, personalized customer service to guests by efficiently handling transient and group reservations, inquiries, modifications, cancellations, and special requests.
• Accurately create, modify, and maintain guest reservations in the property management and reservation systems while ensuring all information is complete and up to date.
• Communicate professionally with guests by phone, email, and other communication channels to provide information regarding accommodations, rates, amenities, policies, and property services.
• Effectively manage guest requests and concerns before, during, and after their stay, taking appropriate action to resolve issues and ensure guest satisfaction.
• Coordinate closely with Front Office, Housekeeping, Sales, Catering, Food & Beverage, and other departments to ensure seamless guest arrivals, stays, and departures.
• Review reservations for accuracy, including room types, rates, dates, occupancy, packages, special requests, billing instructions, and guest preferences.
• Assist with group accommodations by maintaining room blocks, coordinating booking details, monitoring inventory, and communicating updates to appropriate departments.
• Maximize room revenue and occupancy by applying knowledge of room inventory, rates, packages, promotions, and availability while following established revenue-management guidelines.
• Identify opportunities to enhance the guest experience through appropriate room upgrades, packages, amenities, and other hotel services.
• Maintain accurate records and documentation related to reservations, guest communications, special requests, and administrative activities.
• Respond promptly and professionally to guest service calls, emails, and internal requests while prioritizing multiple tasks in a fast-paced luxury hospitality environment.
• Monitor arrivals, departures, cancellations, no-shows, and other reservation activity to proactively identify and address potential issues.
• Handle sensitive guest and payment information in accordance with company policies, privacy requirements, and established security procedures.
• Demonstrate strong attention to detail when processing reservations, communicating guest information, and completing administrative responsibilities.
• Maintain a thorough knowledge of The Edgewater's accommodations, amenities, services, policies, and local offerings in order to provide accurate and engaging information to guests.
• Collaborate effectively with team members and other departments to maintain operational efficiency and deliver a consistent luxury guest experience.
• Uphold The Edgewater's standards of professionalism, hospitality, quality, and service in every guest interaction.
• Perform other related duties and responsibilities as assigned by management.

Qualifications

• Previous guest service experience; hospitality experience is a plus
• Strong integrity and professionalism in guest and employee interactions
• Ability to multitask, prioritize, and manage special projects as needed
• Positive, caring attitude with a passion for creating memorable guest experiences
• Team-oriented mindset with the ability to collaborate effectively
• Willingness to assist other Rooms Division departments, including Front Desk and Guest Services
• Skill in resolving guest and employee concerns with empathy and proactive solutions
• Proficiency in using computer systems to accurately input and manage data
• Detail-oriented focus and excellent customer service skills
• Ability to remain calm and effective in high-pressure or emergency situations
• Comfort sitting for long periods in an office environment
• Flexible schedule, including weekends and holidays

Working Conditions

This position operates in a professional office environment and uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. Weekend and holiday work is required.

Physical Abilities

While performing the duties of this role, the employee is regularly required to talk and hear. The role is active and frequently requires standing, walking, using hands and fingers, and reaching with arms. Occasionally, the role requires sitting, climbing, balancing, stooping, kneeling, crouching, or crawling. Employees must frequently lift or move up to 10 pounds and occasionally up to 50 pounds. Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and focus adjustment.