Reservation Agent

Title:

Reservation Agent Location:

On Site FLSA:

Non-Exempt Status:

Full Time Schedule:

Variable (First or second shift)

Pay Range:

$16.00/hr

Reports To:

Reservation Manager Job Summary:

The Reservation Agent serves as the first point of contact for guests planning their stay at the Princess Royale Oceanfront Resort and the Princess Bayside Beach Hotel. This role is responsible for handling incoming reservation inquiries, accurately booking accommodations on Room Master, and delivering exceptional customer service that reflects the resort's commitment to hospitality excellence. The ideal candidate is detail-oriented, personable, and driven to maximize occupancy and guest satisfaction.

Responsibilities:

• Answer incoming calls, emails, and online inquiries in a timely and professional manner
• Book, modify, and cancel guest reservations using the property management system Room Master
• Provide detailed information about room types, rates, packages, amenities, and resort services
• Upsell room upgrades, packages, and special promotions to maximize revenue
• Ensure all reservation details are accurate, including guest preferences and special requests
• Maintain knowledge of current rates, availability, and seasonal promotions
• Coordinate with Front Desk, Housekeeping, and Sales teams to ensure seamless guest experiences
• Process deposits and payments in accordance with company policies
• Handle guest concerns or special requests with professionalism and care
• Maintain confidentiality of guest and company information
• Assist with group bookings and special events as needed

Other Duties:

This job description is not designed to be an exhaustive list of duties, responsibilities, and activities required of the candidate for this position. Required duties, responsibilities, and activities may change at any time with or without notice.

Education/Experience/Skills:

• Two (2) + years' experience in a reservation agent or concierge role, particularly in a full-service resort or hotel setting
• Experience using Opera PMS, Room Master, or any similar Property Management System
• Customer-focused mindset with a positive and professional demeanor
• Strong sales and upselling abilities
• Problem-solving and conflict resolution skills
• Dependability and accountability
• Team-oriented with the ability to work independently

Work Environment:

• Indoor, with long periods of sedentary work in a sitting position
• Extended period of using a computer and phone
• Day Shift
• Night Shift
• 8-hour shifts
• Weekends and holidays
• Customer facing Equal Opportunity & Americans with Disabilities Act (ADA)

Statements:

The Princess Royale Oceanfront Resort is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, (including pregnancy and pregnancy related conditions), sexual orientation, or military status. Consistent with the Americans with Disabilities Act (ADA), it is policy to provide reasonable accommodation when requested by a qualified applicant, candidate, or employee with a disability, unless such accommodation would cause an undue hardship.

Pay:

$16.00 per hour

Benefits:

Food provided Free parking Paid time off

Work Location:

In person Reservation Agent 9100 Coastal Highway, Ocean City, MD 21842 $16 an hour - Seasonal, Full-time $16 an hour -

Seasonal, Full-time Title:

Reservation Agent Location:

On Site FLSA:

Non-Exempt Status:

Full Time Schedule:

Variable (First or second shift)

Pay Range:

$16.00/hr

Reports To:

Reservation Manager Job Summary:

The Reservation Agent serves as the first point of contact for guests planning their stay at the Princess Royale Oceanfront Resort and the Princess Bayside Beach Hotel. This role is responsible for handling incoming reservation inquiries, accurately booking accommodations on Room Master, and delivering exceptional customer service that reflects the resort's commitment to hospitality excellence. The ideal candidate is detail-oriented, personable, and driven to maximize occupancy and guest satisfaction.

Responsibilities:

• Answer incoming calls, emails, and online inquiries in a timely and professional manner
• Book, modify, and cancel guest reservations using the property management system Room Master
• Provide detailed information about room types, rates, packages, amenities, and resort services
• Upsell room upgrades, packages, and special promotions to maximize revenue
• Ensure all reservation details are accurate, including guest preferences and special requests
• Maintain knowledge of current rates, availability, and seasonal promotions
• Coordinate with Front Desk, Housekeeping, and Sales teams to ensure seamless guest experiences
• Process deposits and payments in accordance with company policies
• Handle guest concerns or special requests with professionalism and care
• Maintain confidentiality of guest and company information
• Assist with group bookings and special events as needed

Other Duties:

This job description is not designed to be an exhaustive list of duties, responsibilities, and activities required of the candidate for this position. Required duties, responsibilities, and activities may change at any time with or without notice.

Education/Experience/Skills:

• Two (2) + years' experience in a reservation agent or concierge role, particularly in a full-service resort or hotel setting
• Experience using Opera PMS, Room Master, or any similar Property Management System
• Customer-focused mindset with a positive and professional demeanor
• Strong sales and upselling abilities
• Problem-solving and conflict resolution skills
• Dependability and accountability
• Team-oriented with the ability to work independently

Work Environment:

• Indoor, with long periods of sedentary work in a sitting position
• Extended period of using a computer and phone
• Day Shift
• Night Shift
• 8-hour shifts
• Weekends and holidays
• Customer facing Equal Opportunity & Americans with Disabilities Act (ADA)

Statements:

The Princess Royale Oceanfront Resort is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, (including pregnancy and pregnancy related conditions), sexual orientation, or military status. Consistent with the Americans with Disabilities Act (ADA), it is policy to provide reasonable accommodation when requested by a qualified applicant, candidate, or employee with a disability, unless such accommodation would cause an undue hardship.

Pay:

$16.00 per hour

Benefits:

Food provided Free parking Paid time off

Work Location:

In person