[Hiring] Central Reservations Agent @EOS

Role Description

The Central Reservations Agent is responsible for managing all aspects of guest reservations across EOS Hospitality properties while delivering exceptional service and creating memorable guest experiences. This role plays a key part in maximizing room revenue through thoughtful recommendations, accurate reservation management, and outstanding guest communication.

• Excellent customer service, sales, and communication skills
• Excellent verbal and written English Skills
• Prior Front Desk or Hotel Reservations experience preferred
• Strong organizational and time management skills
• Proficient in Microsoft Office Suite
• Flexible schedule and ability to work all shifts, weekends, and holidays

Qualifications

• Creates and accepts hotel and restaurant reservations for any and all EOS properties from all channels, such as telephone, email, live webchat, PBX, and Internet, following standards and protocol
• Responds to all guest requests in a timely manner, assesses the guest’s needs and provides helpful and accurate information about the properties, accommodations, location, and the local area, adding personal recommendations where appropriate to achieve maximum customer satisfaction
• Resolves customer complaints, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible and alerting a manager where appropriate
• Communicates with travel partners such as Online Travel Agencies, Tour Operators, AirBnb, VRBO, etc.
• Accepts and executes gift certificate orders where applicable
• Complies with all reservation related safety, security and financial procedures, hotel policies and standards of conduct
• Works harmoniously and professionally with co-workers and supervisors
• Communicates with sales department and property managers regarding group bookings, inputting rooming lists, creating billing patterns, etc.

Requirements

• Wage Range: $18-$20, plus monthly incentives!
• Most work tasks are performed indoors. Temperature is moderate and controlled by office environmental systems.
• Must be able to sit at a desk for up to 8 hours per day. Walking and standing are occasionally required.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 50 lbs. occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly, and other office equipment as needed.

Benefits

• Employer-subsidized medical, dental, and vision insurance
• Company-funded $25K in complimentary life insurance and $1K/mo. in disability
• Optional Disability, Life and AD&D, Critical Illness, and Accident Insurance options
• Additional Health & Wellness benefits including prescription and gym membership discounts
• Generous Paid Time Off package including Employer Paid Leave plus immediate Paid Vacation accruals
• Flexible and understanding work-life equality
• Family Matters Program of 3+ months paid parental leave for new parents
• 401k employer match, up to 4% of salary
• Competitive wages with ongoing market analysis with annual performance evaluations and compensation adjustments
• Discounted employee and immediate family hotel rates as low as $59 per night at EOS Hospitality portfolio locations
• Food and Beverage discount of 50% Off at EOS Hospitality portfolio locations
• Gold Card annual complimentary restaurant allowance for managers
• Discounted lodging rates from New England Inn & Resort Association partners
• Pathways for growth and professional development including training and tuition reimbursement
• Relocation assistance to temporary employer housing
• Incentive opportunities for both hourly and managerial roles
• Supportive, open workplace culture
• Company-funded Employee Assistance Program for life and mental health resources