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Job Description
Reservations AgentPosition Summary We are seeking a dependable, customer-focused Reservations Agent to join our hospitality team. This is a fast-paced position responsible for managing reservations for hotels, vacation rentals, and Airbnb properties located throughout Ohio, including Sandusky, Huron, Vermilion, Put-in-Bay, Kelleys Island, Columbus, and surrounding areas. The Reservations Agent serves as the primary point of contact for guests, providing exceptional customer service while maximizing occupancy and revenue across multiple properties. Candidates must be flexible, adaptable, and willing to assist in other operational departments as needed. Schedule Requirements Must be available to work evenings, weekends, and holidays as needed. Flexible schedule required. Ability to work varying shifts based on business demands.
Essential Duties and Responsibilities:
Reservations & Guest Services Answer incoming phone calls, emails, text messages, and online inquiries regarding reservations. Assist guests with booking accommodations across multiple hotel and vacation rental properties. Provide accurate information regarding rates, availability, policies, amenities, and local attractions. Process new reservations, modifications, cancellations, and guest requests. Resolve guest concerns and booking issues professionally and efficiently. Maintain accurate reservation records and guest information. Monitor occupancy and availability across multiple properties. Coordinate with management and property teams to ensure smooth guest experiences. Upsell accommodations and services when appropriate. Additional Operational Support While reservations will be the primary role, team members must be willing to assist in other departments and locations as business needs require, including: Front Desk operations and guest check-ins/check-outs. Housekeeping support. Laundry operations. Property inspections. Guest services and property support at various locations. Other duties as assigned by management. QualificationsRequired Fluent in spoken and written English. Excellent verbal and written communication skills. Strong customer service skills and professional phone etiquette. Ability to multitask and work efficiently in a fast-paced environment. Strong organizational skills and attention to detail. Basic computer proficiency and ability to learn reservation software systems. Reliable transportation and willingness to travel between properties when necessary. Ability to work independently and as part of a team. Availability to work evenings, weekends, and holidays. Preferred Previous hospitality, hotel, vacation rental, call center, or customer service experience. Experience with hotel property management systems (PMS) or reservation software. Knowledge of Ohio tourism destinations, especially Sandusky, Huron, Vermilion, Put-in-Bay, Kelleys Island, and Columbus. Physical Requirements Ability to sit, stand, and walk for extended periods. Ability to lift up to 25 pounds when assisting with operational tasks. Ability to move between multiple properties as needed. What We Offer Competitive pay based on experience. Growth opportunities within a growing hospitality organization. Diverse work environment with exposure to hotels, vacation rentals, and multiple hospitality operations. Opportunity to work in some of Ohio's most popular travel destinations. This position requires a flexible, team-oriented individual who is willing to go above and beyond to support guests, coworkers, and property operations. While reservations are the primary responsibility, success in this role requires adaptability and a willingness to assist wherever needed.
