Kiahuna Plantation ® & Beach Bungalows by Castle- Reservations Agent

Job Summary The reservations agent is responsible for managing all guest reservation inquiries and bookings in a professional, courteous, and efficient manner. This position serves as a primary point of contact for guests, providing information about accommodations, rates, amenities, and hotel services while maximizing occupancy and revenue opportunities. The reservations agent ensures accurate reservation processing, maintains reservation records, and delivers exceptional customer service to enhance the guest experience and support the hotel's operational and financial goals. Primary Responsibilities/Essential Functions Answer incoming reservation calls, emails, and online inquiries in a timely and professional manner. Process new reservations, modifications, cancellations, and special requests accurately and efficiently. Provide guests with information regarding room types, rates, packages, promotions, amenities, and hotel policies. Identify opportunities to upsell room categories, packages, and hotel services to maximize revenue. Maintain accurate reservation records and guest profiles within the property management system. Verify reservation details, payment information, and guest preferences to ensure accuracy. Monitor room availability and communicate inventory concerns to management as needed. Coordinate with Front Desk, Housekeeping, Sales, and other departments regarding guest requests and reservation-related matters. Respond promptly and professionally to guest inquiries, concerns, and complaints, escalating issues when appropriate. Process deposits, advance payments, and billing information in accordance with company policies. Maintain knowledge of local attractions, events, and hotel services to assist guests with travel planning. Generate reservation reports and assist with occupancy forecasting as requested. Ensure compliance with all company policies, procedures, and brand standards. Perform other duties, projects, or assignments as directed by management to support overall hotel operations. Qualifications Experience using property management systems (PMS) and reservation systems preferred. Strong organizational and multitasking abilities. Ability to work independently and as part of a team. Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and Teams. Ability to work a flexible schedule, including evenings, weekends, and holidays. Must possess a valid driver's license and reliable transportation. Ability to work a flexible schedule, including early mornings, evenings, weekends, and holidays as needed.

Education/Experience:

High school diploma or the equivalent is required. Minimum of one (1) year of customer service, reservations, front desk, call center, or hospitality experience preferred. Previous hotel or resort reservations experience strongly preferred.

Knowledge :

Knowledge of hotel operations, reservation procedures, and guest service standards. Knowledge of customer service principles and hospitality industry best practices. Knowledge of property management systems and reservation software. Knowledge of basic cash handling, billing, and payment processing procedures.

Communication Skills :

Ability to communicate clearly, professionally, and courteously with guests, coworkers, and management. Strong telephone etiquette and customer service skills. Ability to explain rates, policies, and reservation details accurately and effectively. Ability to manage guest concerns and difficult situations with professionalism and diplomacy. Strong written communication skills for email correspondence and reservation documentation. Ability to listen actively, respond appropriately, and ensure information is accurately received and relayed. Ability to maintain confidentiality and professionalism when managing internal operational matters.

Reasoning Ability :

Ability to analyze reservation requests and determine appropriate accommodation based on guest needs and availability. Ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment. Ability to identify and resolve reservation discrepancies accurately and efficiently. Ability to maintain attention to detail while managing a high volume of transactions.

Technical/Computer Skills:

Basic computer skills, including familiarity with email, Microsoft Office and property management systems preferred.

Physical Requirements:

Ability to sit for extended periods while working at a desk, computer, or reservation workstation. Ability to use a computer, keyboard, mouse, telephone, and other standard office equipment for prolonged periods. Ability to communicate clearly and effectively in person, over the telephone, and through electronic communication. Ability to perform repetitive hand, finger, and wrist movements associated with typing and data entry. Ability to read computer screens, reports, reservation records, and written correspondence. Ability to occasionally stand, walk, bend, reach, and lift office supplies or materials weighing up to twenty pounds. Ability to maintain focus and attention to detail while managing multiple tasks and high volumes of guest inquiries. Ability to work in a fast-paced office environment with frequent interruptions and changing priorities. Ability to maintain regular attendance and work flexible schedules, including early mornings, evenings, weekends, and holidays as operational needs require.

Job Type:

Full-time Pay:

$27.00 per hour

Benefits:

401(k) Dental insurance Health insurance Vision insurance

Location:

Koloa, HI 96756 (Required)

Work Location:

In person