What are the responsibilities and job description for the Reservations Agent position at Ocean's Edge Resort & Marina Key West?
Description
Join our dynamic team at Oceans Edge Resort & Marina as a Reservations Agent, where exceptional guest experiences begin with you. We’re seeking a hospitality professional with strong communication skills, attention to detail, and a passion for providing personalized service. This is a full-time opportunity and requires weekend and evening flexibility.
Position Summary
As a Reservations Agent, you will handle incoming inquiries and bookings for both hotel and restaurant reservations through various channels including phone, email, online platforms, and third-party travel sites. You’ll assist guests with reservation requests, provide helpful information about our property and the Key West area, and ensure every interaction reflects our commitment to excellence in hospitality.
Key Responsibilities
Process and manage reservations from multiple sources (telephone, email, PBX, website, OTA partners, etc.) following established procedures.
Respond promptly and professionally to all guest inquiries, offering accurate information and personalized recommendations to enhance their experience.
Address and resolve guest concerns with professionalism, escalating issues to management when necessary.
Maintain positive relationships with travel partners such as Online Travel Agencies (OTAs), tour operators, Airbnb, and VRBO.
Handle and process gift certificate orders.
Coordinate with the sales team and property management to manage group bookings, room blocks, and billing details.
Participate in departmental meetings and training sessions as scheduled.
Follow all company safety, security, and financial procedures.
Demonstrate teamwork, professionalism, and strong communication with colleagues and supervisors.
Maintain compliance with hotel policies, including attendance, uniform, and appearance standards.
Support the Reservations Manager with administrative projects and special tasks as assigned.
Be available to work flexible hours, including weekends and holidays, based on business needs.
Qualifications & Experience
Proven experience in hotel reservations or front desk operations.
Strong customer service, sales, and communication skills (verbal and written).
Proficiency in Microsoft Office and general computer applications.
Excellent time management skills with the ability to multitask in a fast-paced environment.
Positive attitude, professional demeanor, and a team-oriented mindset.
Flexible schedule with availability for weekends, evenings, and holidays.
Essential Job Functions
Remain seated for extended periods (up to 8 hours per shift).
Operate standard office equipment including computers, phones, and printers.
Communicate clearly and effectively in English, both verbally and in writing.
Maintain visual focus for computer work and possess strong attention to detail.
Perform repetitive motions and handle other physical demands of a standard office environment.
Benefits
At Oceans Edge Resort & Marina, we invest in your wellbeing and future. Our comprehensive benefits package includes:
Medical, Dental, and Vision Insurance for you and your family
Vacation and Holiday Pay
Supplemental, Spousal, and Child Life Insurance
Short- and Long-Term Disability Coverage
401(k) Savings Plan with Employer Match
Exclusive hotel and resort discounts
Join us and become part of a team that values a shared passion for exceptional guest service.
Oceans Edge Resort & Marina is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.