Reservations Agent

• 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; escal
• 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

Core Competencies

Demonstrates expertise in managing reservations, customer interactions, and sales techniques while maintaining detailed knowledge of property offerings and guest preferences. Proficient in utilizing reservation systems and ensuring compliance with privacy and security procedures.

Highest-signal resume keywords

• Reservation Management
• Customer Service
• Consultative Sales Techniques
• Property Management Systems
• Excellent Communication Skills

ATS Optimization Keywords

Hard Skills

• Reservation Systems
• Property Management
• Customer Relationship Management
• Payment Processing
• Data Entry
• Booking Adjustments
• Conflict Resolution
• Attention to Detail
• Time Management
• Sales Techniques

Soft Skills

• Active Listening
• Professionalism
• Patience
• Dependability
• Team Collaboration

Industry Keywords

• Vacation Rentals
• Lodging Experience
• Call Center Experience
• Guest Satisfaction
• Flexible Schedule

Tools & Technologies

• Microsoft Office
• Revinate
• Track
• Web-Based Systems
• Email Communication

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