Reservations Customer Service Agent

Job Description: Reservations & Guest Services Coordinator
Position Type: Full-Time/Part-Time, Non-Exempt
Reports To: Guest Services Manager
Location: Homestead Resort & Golf Club

Job Summary

The Reservations & Guest Services Coordinator serves as the primary point of contact for guests, delivering exceptional service by managing reservations, addressing inquiries, and fulfilling special requests with professionalism and warmth. This role is essential in ensuring seamless communication between guests and the resort, especially during our exciting rebranding and renovation phase.

Core Responsibilities

Guest Communication & Reservations

• Proactive Guest Engagement: Reach out to upcoming guests before their arrival to confirm reservations, collect special requests, and ensure personalized service preparation.
• Reservation Management: Handle incoming calls and emails to process new reservations, modify existing bookings, and confirm reservation details accurately.
• Information Provision: Provide guests with directions, detailed property information, and highlight local attractions to enhance their stay.
• Inquiry Response: Address questions regarding promotions, amenities, and guest concerns promptly and courteously.

Problem Resolution & Coordination

• Operational Coordination: Collaborate with internal teams to fulfill guest needs and resolve issues, ensuring a seamless experience from check-in to check-out.
• Complaint Resolution: Handle guest complaints and special requests professionally, aiming for complete guest satisfaction.
• Service Scheduling: Arrange wake-up calls, concierge services, and special accommodations according to guest preferences.
• Shift Communication: Document and communicate daily operational issues (e.g., room statuses) and relay critical information to the next shift.

Operational Excellence

• Product Knowledge: Maintain current knowledge of promotions, packages, and resort programs to effectively inform and assist guests.
• Compliance: Adhere to uniform and personal hygiene standards, ensuring a professional appearance at all times.
• System Management: Accurately log guest interactions and update records in the OPERA Property Management System.

Knowledge, Skills, & Abilities

• Communication: Exceptional telephone etiquette, along with strong verbal and written communication skills.
• Technical Proficiency: Familiarity with the OPERA Property Management System or similar tools is preferred.
• Attention to Detail: Ability to manage multiple tasks, prioritize effectively, and maintain accuracy under pressure.
• Physical Demands: Moderate hearing and clear vision are required for computer use and guest interaction. The role involves prolonged periods of sitting or standing while answering calls.

Minimum Qualifications

• Education: High school diploma or equivalent.
• Experience: Prior experience in hospitality, sales, or customer service is preferred but not required.

Benefits

Full-Time Benefits

• Medical, Dental, and Vision Insurance
• Health Savings Account (HSA)
• Life & AD&D, Accident & Critical Illness Insurance
• Paid Time Off (Vacation, Sick Leave, Holidays)
• 401(k) with Employer Matching

Full-Time & Part-Time Benefits

• Complimentary Employee Lunch
• Friends & Family Discounts at Homestead
• Employee Referral Bonus Program Eligibility

About Homestead Resort & Golf Club

Established in 1886, Homestead Resort & Golf Club is a historic destination currently undergoing a transformative rebranding and renovation. Nestled in a scenic setting, the resort features a world-renowned mineral water crater, 127 guest rooms, an 18-hole golf course, and revitalized amenities including pools, a spa, and dining outlets. Join our dynamic team as we redefine luxury hospitality and create unforgettable guest experiences in a rapidly evolving environment.

Equal Opportunity Employer

Homestead is committed to fostering an inclusive workplace. We celebrate diversity and prohibit discrimination based on race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other protected status.