Front Desk & Reservations Coordinator

Description

Ayres Lodging Collective is a family-operated vacation rental and property management company based in East Tennessee that specializes in managing short-term rental homes in the Gatlinburg, Pigeon Forge, and Sevierville areas. This includes the Timber at Holly Branch, Norton Creek Resorts, and Treehouse Grove.

We are seeking a highly motivated and customer-focused Front Desk & Reservations Coordinator to join our team. This role involves managing incoming reservation inquiries, diligently following up with potential clients, coordinating event sales inquiries, and delivering exceptional customer service. The successful candidate will play a pivotal role in optimizing occupancy rates across our properties while ensuring the smooth planning and execution of events.

Key Responsibilities

Reservation and Event Services:

• Respond to all incoming reservation inquiries via phone, email, and online platforms in a timely and professional manner.
• Convert inquiries into bookings by understanding customer needs and offering tailored solutions.
• Follow up with leads who have expressed interest in reservations, providing additional information and incentives as needed.
• Maintain an organized system for tracking leads, inquiries, and follow-ups using our CRM (e.g., Asana, Outlook).
• Manage all event-related inquiries, from initial contact to event confirmation.
• Work closely with potential clients to understand their event needs and provide customized proposals.
• Coordinate with the events team to ensure all aspects of the event are planned and executed to the client's satisfaction.
• Follow up on leads for event bookings, ensuring a high conversion rate.
  
  

Guest Services

• Assist with traditional guest receptionist duties, including check-ins, check-outs, and addressing guest concerns or requests.
• Provide exceptional customer service, ensuring a positive guest experience from inquiry to departure.
• Handle administrative tasks related to guest services, such as processing payments, updating reservation details, and managing guest communications.
• Provide daily onsite guest support by replenishing room amenities and ensuring overall guest satisfaction with accommodations.
  
  

Teamwork

• Work closely with the team to align on promotional strategies and maximize booking potential and to ensure seamless coordination of events.
• Provide feedback on guest and client interactions to help improve overall service and sales processes.
  
  

Requirements

• High School diploma (required).
• Previous experience working in reservation sales (preferred).
• Previous front desk or receptionist experience (preferred).
• Proven experience in sales, customer service, or a related field (required).
• Previous call center experience (preferred).
• Must be a minimum of 18 years old (required)
  
  

Knowledge, Skills, And Abilities

• Excellent phone etiquette and computer skills.
• Excellent organizational and time management skills.
• Ability to work independently and as part of a team.
• Familiarity with CRM systems and sales tracking tools (experience with Asana or similar platforms is a plus).
• Ability to work independently and as part of a team.
• High level of attention to detail and a commitment to providing excellent customer service.
• Strong communication skills, both written and verbal.
• Must be able to work evenings, weekends, and holidays.
  
  

Physical Requirements

Must be able to bend, stoop, climb stairs, twist, kneel, climb stairs, lift, climb, push, and pull items weighing up to 35lbs. Must be able to stand and continuously move throughout the workday. Must be comfortable working in an office setting for 8 hours a day.