[Hiring] Reservation Agent @Trailborn Hotel Management LLC

Role Description

We are looking for a Remote Reservation Agent with a passion for hospitality and customer service to plan and organize one-of-a-kind experiences for our guests. Reservation agents must be willing to gain thorough knowledge of our Trailborn properties, as well as the greater area to tailor recommendations to each guests’ individual needs and desires. This position is also responsible for monitoring all online reservations to ensure correct entry and billing. This is primarily a computer and phone-based remote position working 8-hour shifts between the hours of 6am to midnight.

• Answer incoming calls in a friendly and efficient manner
• Provide guests with the requested information concerning the hotel and its services as well as the surrounding area
• Accurately process all incoming reservations received via phone, email, internet, or in-house correspondence
• Audit reservation and rate details against rate profiles and third party booking systems
• Verify cancellation and no-show revenues against rate profiles and third party booking systems
• Manage group rooming lists and block setup in PMS
• Actively upsell other resort experiences, such as recreation activities, packages, and amenities
• Enter third party payment information and ensure data security
• All other duties as assigned

Qualifications

• 2+ years of customer service experience required; experience in a hotel setting is preferred.
• Prior Reservations Department experience is preferred.
• Professional, positive, and courteous phone and email etiquette is required.
• Exceptional attention to detail is a must.
• Intermediate to advanced typing and computer skills. Must quickly learn and move between various software programs, including property management system, hotel operations platform, and customer relationship management system.
• Ability to report information accurately and efficiently.
• Driven personality with desire to learn and progress.
• Ability to sit for up to eight hours a day.
• Previous experience with remote work.
• Flexibility to work remotely, weekdays and weekends, and some holidays.
• Must be able to read and write in English.

Requirements

• High level of professionalism, able to follow instructions with follow-up, respect, and integrity.
• Understand oral and written communications, follow detailed directions, and provide clear instructions/directions.
• Basic skills such as: attention to detail skills, reasoning skills and multi-tasking and prioritization skills.

Physical Requirements

• Prolonged periods of sitting while working on a computer and answering calls.
• Frequent use of hands and fingers to type, navigate reservation systems, and use a telephone or headset.
• Ability to wear a headset for extended periods for calls and virtual meetings.
• Clear verbal communication skills to assist customers effectively over the phone.
• Visual acuity to read screens, review booking details, and enter data accurately.
• Occasional reaching or bending to access office equipment or materials in a home workspace.

Work Environment Considerations

• A quiet, dedicated workspace free from distractions.
• Reliable high-speed internet connection for seamless communication.
• Proper ergonomic setup, including a comfortable chair, desk, and screen positioning to reduce strain.

Benefits

• Affordable medical, dental, and vision insurance with company contributions.
• 401(k) plan with a company match.
• Enjoy paid time off and learning programs to advance your career.

Schedule

Hospitality demands a flexible schedule that may require extended hours as the business requires coverage including seasonality– on any day at any hour, including evenings, weekends, and holidays.

Salary

$17 - $18/hour

Job Status

Full Time

FLSA

Non-Exempt (Hourly)

Equal Employment Opportunity

Trailborn is an Equal Opportunity Employer. We celebrate diversity and are committed to fostering an inclusive and supportive workplace for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other protected status under applicable federal, state, or local laws.

If you require assistance or an accommodation due to a disability, please inform us during your application process.

The specific statements shown in each section of this Job Description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to perform the job successfully. The job’s responsibilities/tasks may be modified and/or expanded over time without prior notice. The Company will try to give as much notice as practical when changes are made.