What are the responsibilities and job description for the Reservations Agent position at BHC?
The Activities Reservation Specialist (ARS) at BHC is a key ambassador of the our luxury brand, responsible for creating seamless, personalized guest experiences through expert reservation sales and service excellence. Serving as a trusted advisor on activities and experiences, the ARS converts inbound inquiries into curated reservations while upholding the highest standards of professionalism, accuracy, and hospitality. This role directly supports guest satisfaction, revenue optimization, and flawless service execution across departments.
Key Duties And Responsibilities
The physical demands outlined below are representative of those required to successfully perform the essential functions of this role:
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BHC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.
Key Duties And Responsibilities
- Deliver refined, world-class telephone service while selling, confirming, and managing activity reservations tailored to each guest’s preferences.
- Serve as a knowledgeable consultant, qualifying guest needs and curating experiences within established brand standards and operational guidelines to maximize both satisfaction and revenue.
- Accurately process reservations through multiple distribution channels, including online platforms, email, fax, voicemail, third-party systems, and internal request forms, as assigned.
- Consistently achieve individual and team revenue goals while maintaining the integrity of the guest experience and luxury service standards.
- Provide precise and timely information regarding hotel amenities, seasonal offerings, operating hours, and special events with confidence and attention to detail.
- Ensure all reservations are meticulously documented, communicated, and executed in accordance with luxury service expectations and operational excellence.
- Establish clear expectations throughout the booking process, anticipating guest needs and eliminating friction points.
- Communicate complete and accurate reservation details to operating departments to ensure seamless service delivery.
- Resolve guest concerns related to the reservation process with poise, empathy, and a solution-oriented mindset.
- Partner collaboratively with concierge, front office, and other departments to deliver a cohesive, elevated guest experience.
- Maintain strict adherence to all brand standards, policies, procedures, and confidentiality requirements.
- Performance effectiveness will be evaluated regularly based on service quality, accuracy, consistency, and revenue contribution.
- Perform additional responsibilities as assigned by the Reservations Manager or departmental leadership to support evolving business needs.
- High school diploma or GED required.
- Exceptional verbal, written, and listening communication skills with a polished telephone presence and professional etiquette.
- Two or more years of customer service experience preferred, with hospitality, luxury retail, or reservations experience strongly desired.
- Warm, engaging interpersonal style with a genuine passion for service and guest engagement.
- Consistently positive, confident, and welcoming tone of voice.
- Ability to handle demanding or discerning guests with discretion and composure.
- Strong attention to detail with excellent data entry and computer proficiency.
- Proven ability to multitask and prioritize in a fast-paced, guest-centric environment.
- Ability to remain seated and engaged in continuous phone communication for extended periods.
- Flexibility to work weekends, holidays, and peak business periods as required.
The physical demands outlined below are representative of those required to successfully perform the essential functions of this role:
- Ability to lift and carry equipment or supplies weighing up to 30 pounds.
- Capacity to manage conflict, solve problems, and make sound decisions under pressure.
- May require extended periods of standing or walking during peak operational hours or special events.
- Clear vision is required for reviewing reservation details, reports, and operational documentation.
- Adequate hearing is required for effective communication with guests, colleagues, and stakeholders.
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BHC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.