Reservations Agent - Beauport Hotel

Job Description

Job Description

We are seeking a detail-oriented customer service professional to join Beauport Hotel as a Reservations Agent. In this role, you will provide exceptional guest service by managing room bookings, handling incoming calls, and addressing the needs of guests and visitors to ensure a seamless and welcoming experience.

Start Date: On or around April 1st
Hours: Typically 11:00 AM - 7:00 PM, with flexibility required based on business needs, including varying days

ESSENTIAL FUNCTIONS

• Accurately book and confirm guest room reservations via phone, email, and online platforms.
• Provide detailed information about room rates, packages, promotions, and availability.
• Modify or cancel reservations as requested, ensuring accurate records in the system.
• Maintain up-to-date knowledge of hotel room types, services, and amenities.
• Respond promptly and courteously to all incoming calls, addressing guest needs and inquiries.
• Offer personalized recommendations and solutions to enhance the guest experience.
• Provide information on local attractions, transportation options, and hotel amenities.
• Handle guest concerns or complaints professionally, escalating issues to management when necessary.
• Assist with special requests, such as room preferences, special occasions, or accessibility needs.
• Proactively reach out to guests before arrival to confirm details and personalize their stay.
• Coordinate with housekeeping and maintenance teams to ensure rooms are prepared according to guest preferences or special needs.
• Collaborate with other hotel departments, including Front Desk and Housekeeping, to ensure a smooth guest experience.
• Relay important guest information, such as late arrivals or special instructions, to the appropriate teams.
• Maintain accurate records of all reservations and guest interactions in the hotel's reservation system.
• Follow company policies and procedures for billing, payment, and confidentiality of guest information.
• Additional duties may be assigned and required.

• At least 2 years of customer service experience; hotel experience preferred. Additional experience in call centers or sales is helpful.
• Professional and confident verbal communication skills; second language desirable.
• Experience in Microsoft Office and industry-relevant Hotel Property Management Systems (e.g., RoomMaster) preferred.
• Working knowledge of Front Office operations preferred.
• Demonstrated ability to work efficiently, accurately, and with attention to detail.
• Ability to work cohesively as part of a team and exercise sound judgment.
• Must be self-directed, motivated, and provide exceptional customer service and interpersonal skills.
• Ability to stand for up to 8 hours, sit for extended periods, walk as needed, and lift up to 30 lbs.
• Ability to work a flexible schedule, including nights, weekends, and holidays.
• $19-$20/hr, commensurate with relevant skills and qualifications

Work Environment:

• Hotel property with 94 guest rooms
• Primarily in Reservations Office (sedentary) with occasional support in Front Office
• Group and solo work.

• Access to Medical, Dental, Vision, FSA Accounts, and Life Insurance
• 401(k) with Company Match
• Paid Vacation and Sick Time
• Access to Beauport Hospitality Group Perk

The Beauport Hospitality Group is an equal opportunity employer and is committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.