Reservations/Customer Service Agent - Employer of choice of select employees

Job Summary
Join our dynamic team as a Reservations and Customer Service Agent, where you will be the welcoming voice and face of our award winning hospitality organization. This job isn't for everyone and we screen our applicants aggressively. This role is perfect for energetic, detail-oriented individuals passionate about delivering exceptional guest experiences. You will manage reservations, assist guests with inquiries, and ensure smooth front desk operations, all while embodying our commitment to hospitality excellence. As a key member of our team, you’ll help create memorable stays for our guests and uphold our reputation as an employer of choice for dedicated hospitality professionals.

Duties At Outer Banks Blue, delivering an exceptional vacation experience takes a team—and this role sits at the center of it all.

You’ll manage a high volume of incoming communication, troubleshoot issues in real time, and coordinate across departments to ensure every stay runs smoothly.

This is a fast-paced, problem-solving role for someone who thrives on helping people and keeping things moving.

What You’ll Do

Be the First Point of Contact

• Manage all incoming calls, emails, and messages from guests, homeowners, and vendors
• Navigate a wide range of needs—from booking inquiries to in-stay concerns to operational questions

Support Guests at Every Stage

• Assist guests planning their vacation and guide them through the booking process
• Help arriving guests with pre-arrival questions and details
• Support in-house guests by addressing concerns and resolving issues in real time

Troubleshoot & Problem Solve

• Diagnose guest-reported issues over the phone (appliances, access, amenities, etc.)
• Resolve concerns when possible during the first interaction
• Create detailed work orders when issues require escalation
• Ensure clear and accurate communication is passed to the appropriate department

Coordinate Across Teams

• Act as the communication hub between guests and internal departments (maintenance, housekeeping, property services, etc.)
• Provide timely updates and ensure follow-through on guest needs

Drive a Positive Experience

• Maintain professionalism and empathy in high-pressure situations
• Look for opportunities to enhance the guest experience, even when resolving issues

What This Role Requires

• Ability to multitask and manage a high volume of calls and requests
• Strong problem-solving skills and the ability to think quickly on your feet
• Clear and confident communication across different audiences (guests, owners, vendors, team members)
• Emotional intelligence and patience when handling guest concerns
• Strong attention to detail when documenting issues and creating work orders
• Comfort working in a fast-paced, team-oriented environment

What Sets This Role Apart

• Central role in daily operations—you are the hub that keeps everything moving
• Every day is different, with a mix of guest interaction, problem-solving, and coordination
• Opportunity to build skills in operations, customer experience, and communication
• Pathways to grow into roles in operations, guest services leadership, or property management
• Handle reservation requests via phone, email, and multi-line phone systems with professionalism and enthusiasm.
• Provide outstanding guest services by answering inquiries, offering information about hotel amenities, and assisting with special requests.
• Manage check-in and check-out processes efficiently while maintaining excellent guest relations.
• Coordinate with housekeeping, maintenance, and other departments to ensure guest needs are met promptly.
• Maintain accurate records of reservations, cancellations, and guest preferences using hotel management software.
• Support night audit procedures by reconciling daily transactions and ensuring financial accuracy.
• Uphold phone etiquette standards and create a welcoming atmosphere for all visitors and callers.

Qualifications

• Previous experience in hospitality management or hotel front desk operations is highly preferred.
• Bilingual or multilingual abilities to serve a diverse guest demographic are a plus.
• Strong customer service skills with a friendly, proactive attitude.
• Knowledge of rental management systems and multi-line phone systems.
• Excellent communication skills, including phone etiquette and guest relations expertise.

Pay: From $18.00 per hour

Benefits:

• 401(k) matching
• Food provided
• Free parking
• Health insurance
• Paid time off
• Referral program
• Retirement plan

Work Location: In person

Salary : $18