What are the responsibilities and job description for the Reservations Agent position at The Dewberry Charleston?
PRIMARY FUNCTION: Reservations Agent
DEPARTMENT: Front Office
REPORTS TO: Assistant Reservations Manager
SUMMARY:
The Reservations team is the backbone to the hotel, fielding all incoming calls and providing exceptional service during all phone and email interactions with guests. The ideal candidate for this position is a team player with strong communication skills. Goal-oriented, a successful Reservations Agent continuously strives to maximize occupancy and drive revenue. They are also capable of breaking down barriers, resolving potential conflicts, and multi-tasking effectively under pressure.
KEY RESPONSIBILITIES:
Major areas of responsibility include, but are not limited to:
- Check availability of accommodations on a traveler’s desired travel dates.
- Reserve and take payment for hotel rooms while complying with proper reservation flow.
- Assist customers in choosing appropriate accommodations while providing outstanding customer service to enhance the hotel guest experience.
- Provide support to guests who have already made a reservation by answering questions, making changes, and cancelling reservations.
- Answer questions regarding past stays; including lost and found, bill inquiries and discrepancies.
- Handle all reservations and guest services related email correspondence.
- Correctly route and take payment for third-party bookings.
- Respond to travel agent inquiries.
- Answer internal calls and utilize the hotel’s work order system, “ALICE,” to log tasks and follow up on requests.
- Act as a liaison between all departments of the hotel.
- Conduct welcome calls to all guests.
- Anticipate guest needs.
- Monitor live chat.
- Build guest loyalty by offering assistance and recognizing returning guests.
- Escalate guest service issues where appropriate.
- Communicate variety information with all departments included but not limited to VIP’s, guest challenges, special requests, and more.
QUALIFICATIONS:
- High school diploma/GED required.
- One year hotel/hospitality experience.
- One to two years of customer service experience.
- Excellent people skills with a positive, outgoing personality
- Ability to upsell and cross-sell to guests.
- Excellent verbal and written communication skills.
- Positive tone of voice and eagerness to assist guests and colleagues.
- Excellent data entry, phone and computer skills needed.
- Ability to effectively multi-task.
- Impeccable attention to detail.
- Ability to work overtime, evenings, overnights, weekends, or holidays.
BENEFITS OF JOINING THE DEWBERRY TEAM:
- 401K with Company Match (4%)*
- Education Reimbursement*
- Paid Maternity Leave*
- Complimentary Downtown Parking
- Complimentary Dry Cleaning
- Complimentary Daily Lunch Buffet
- Best-in-class health & supplemental insurance*
- Optional Supplemental Coverages*
- Financial Advising with Roadside Capital
- Competitive Pay
- Advancement & Growth Opportunities
- Full-Time and Part-Time Positions
- Flexible Paid Time Off
*Indicates eligibility requirement
WHO WE ARE:
We are a tight-knit group of passionate individuals who are unrelenting when it comes to offering a flawless experience at The Dewberry while maintaining our unique brand standards. Every Teammate plays a key role in contributing to the success of the whole hotel.
ABOUT THE DEWBERRY:
As the 2025 Virtuoso Best Independent Hotel in the World and a 2022 Condé Nast Traveler Gold List award recipient for Best Hotel in the World, The Dewberry is located in the heart of downtown Charleston, bordering Marion Square, just steps from the shopping and dining on King Street, Museum Mile and The Gaillard Center.
Offering 153 thoughtfully appointed rooms, world-class service and unparalleled views, The Dewberry occupies the former L. Mendel Rivers (circa 1964) federal building and pays homage to Charleston’s century architectural splendor. The hotel is the result of owner John Dewberry’s vision of “Southern ReimaginedTM,” which he developed over the course of an eight-year renovation and preservation of the building.
The Dewberry features several event spaces along with the nationally celebrated cocktail program at the brass bar in The Living Room, the whimsical cocktail lounge Citrus Club, treatments at our urban oasis, The Spa, as well as the curated boutique The Shop.
Recognized globally for its excellence, The Dewberry is known among teammates, guests, and the community as a leader in the field of hospitality. As a brand, The Dewberry teammates, experience, and brand are authentic, humble, and innovative operators driven to anticipate needs and exceed expectations.