Reservation and Guest Services Agent

FLSA Status: Exempt

Reports To: Reservation and Guest Services Lead

Work Location: Amelia Island Getaways Office after Training Remote

Website:

**** Prefer Work Days: Friday-Tuesday ****

POSITION SUMMARY

The Reservation and Guest Services Agent is the first point of contact for guests and is responsible for delivering an exceptional customer experience. This role involves managing reservation inquiries, optimizing booking opportunities, and providing support throughout the guest journey. The ideal candidate is a confident communicator, detail-oriented, and dedicated to ensuring guest satisfaction.

KEY RESPONSIBILITIES

• Reservations and Sales:
• Respond promptly to inquiries via phone, email, and online chat.
• Guide guests through the booking process, showcasing properties and amenities.
• Upsell and cross-sell properties and services to maximize revenue.
• Accurately input and update reservation details in the property management system (PMS).

• Guest Services:
• Assist guests with pre-arrival arrangements and special requests (e.g., early check-ins, amenity setup).
• Provide clear and friendly communication, addressing guest questions or concerns efficiently.
• Handle guest issues and complaints professionally, escalating to management when necessary.
• Coordinate with housekeeping and maintenance teams to ensure smooth operations and a seamless guest experience.

• Administrative Tasks:
• Process payments, cancellations, and changes to reservations.
• Maintain up-to-date knowledge of properties, seasonal promotions, and local attractions.
• Assist in gathering guest feedback and contribute to continuous improvement initiatives.

• Team Collaboration:
• Work closely with the Guest Services Manager and other team members to ensure alignment and consistency.
• Participate in regular team meetings, training, and development sessions.

QUALIFICATIONS

• Must have knowledge of Amelia Island.
• Remote office setup Required.
• A high school diploma or equivalent; a college degree is preferred.
• Experience in customer service, reservations, or the hospitality industry is preferred.
• Proficiency with technology and applications.
• Strong verbal and written communication skills.
• Ability to multitask, prioritize, and manage time effectively.
• Problem-solving mindset and ability to handle high-pressure situations with a positive attitude.
• Flexibility to work weekends, holidays, and evening shifts as needed.
• Ability to work independently, multitask, and manage priorities in a dynamic environment.

PHYSICAL/MENTAL/ENVIRONMENTAL DEMANDS

• Sitting – 90%, Walking/Standing – 10%. Required to stoop, bend, stretch, twist, and reach. Regularly lift to 25 lbs. Must be able to talk or hear. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Organize, multitask, and problem-solve.
• Strong attention to detail.

BENEFITS INCLUDE:

• 8 days of annual paid time off with accruals beginning on Day
• Paid holidays
• Travel discounts for employees and their family

SALARY

$22/hr - increase to $23 after 90 days of employment and successful training.

Plus, commissions or bonuses based on results and company profitability

Job Type: Full-time

Pay: $22.00 - $23.00 per hour

Expected hours: 8 per week

Benefits:

• Employee discount
• Paid time off

Schedule:

• 8 hour shift

Application Question(s):

• Knowledge of Amelia Island

Work Location: Hybrid remote in Fernandina Beach, FL 32034

Salary : $22 - $23