Reservations Agent
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Job Description
Reservations Agent booking vacation rentals across Wild Dunes and CoralTree hospitality properties. Matching guests with lodging, processing reservations, and driving bookings through consultative sales.
Responsibilities:
- Respond to reservation inquiries by phone, email, and other booking channels
- Assess guest travel dates, party size, budget, preferences, and reason for travel
- Match guests with appropriate vacation rentals, rates, packages, and experiences
- Create, modify, confirm, and cancel reservations
- Document guest details, preferences, payment information, and special requests
- Convert inquiries into bookings using consultative sales techniques
- Promote upgrades, packages, extended stays, and value-added experiences
- Maintain knowledge of rental inventory, rates, promotions, minimum-stay requirements, deposits, payment schedules, and cancellation terms
- Maintain detailed knowledge of Wild Dunes and assigned CoralTree locations, properties, amenities, recreation, dining, transportation, attractions, events, promotions, and area services
- Maintain guest profiles and communicate accessibility needs and special requests to operational teams
- Process deposits, payments, refunds, and reservation adjustments
- Research and resolve reservation discrepancies, booking concerns, and guest complaints; escalate complex matters when needed
- Coordinate with Guest Services, Housekeeping, Maintenance, Revenue Management, Sales, and other departments
- Send confirmations and required reservation information
- Follow up on incomplete inquiries and pending bookings
- Maintain accurate reservation records and monitor queues, inboxes, and tasks
- Support reservation reports and audits
- Contribute to call quality, booking conversion, revenue, accuracy, and guest satisfaction goals
- Assist teammates during peak periods
- Participate in training, property updates, and departmental meetings
- Perform other related duties as assigned
Requirements:
- High school diploma or equivalent required
- Previous reservations, customer service, call center, front desk, sales, travel, vacation rental, or lodging experience preferred
- Experience with property management, central reservation, customer relationship management, or vacation rental systems preferred
- Familiarity with Revinate and Track highly desirable
- Excellent verbal and written communication skills, including active listening
- Ability to explain rates, policies, and property options clearly and confidently
- Ability to build rapport, identify guest needs, overcome objections professionally, and recommend upgrades or alternatives
- Patience, professionalism, discretion, and a solution-oriented approach
- Strong attention to detail and ability to manage guest information, reservation terms, payments, deadlines, and multiple systems accurately
- Comfortable using Microsoft Office applications, email, web-based systems, and multiple computer programs simultaneously
- Ability to learn new technology quickly
- Ability to evaluate options and make sound decisions within established guidelines
- Ability to remain calm and resourceful when handling time-sensitive or complex reservations
- Self-motivated and dependable; able to work independently and collaboratively in a fast-paced, high-volume environment
- Availability for a flexible schedule including weekends, holidays, and peak travel periods
- Must reside in the Eastern or Central Time Zone
- Maintain a professional, reliable remote workspace suitable for guest calls and confidential information
- Ability to handle guest, payment, and company information responsibly according to privacy and security procedures
Benefits:
- Earn up to 24 days of PTO (Paid Time Off)
- 401(k) Retirement Savings Plan with a company match
- Group medical, dental, vision, life, and disability benefits
- Pre-tax flexible benefit plan for healthcare and dependent care reimbursement
- Employee Assistance Program
- Employee discounts from industry-leading brands in travel, entertainment, and retail including Walt Disney World, Live Nation, Samsung, Hertz and many more!
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