Reservations Agent
On-site · Cary, North Carolina, United States
Job Summary
Answer reservation calls for the hotel, restaurant, and spa in a professional and courteous manner; accurately enter and maintain reservations in OPERA, OpenTable, SpaSoft, and TravelClick; coordinate with Front Office, Housekeeping, Spa, and Food & Beverage teams to ensure seamless service delivery; monitor room inventory and availability to support revenue management goals; assist with group blocks, rooming lists, and special events reservations as needed; communicate guest preferences and pertinent information to departments; provide clear descriptions of hotel features, amenities, services, and local offerings; maintain Forbes Five-Star and AAA Five Diamond standards in all phone interactions; handle reservation modifications, cancellations, and billing inquiries; document guest interactions and maintain confidentiality of guest information; participate in daily briefings and stay informed of occupancy levels and VIP arrivals; resolve guest concerns or escalate issues to management as appropriate; ensure accuracy of reservations including special requests, room types, rates, and packages.
Required Qualifications
- Previous experience in luxury hospitality, reservations, or a call center environment preferred
- Strong communication and interpersonal skills with a polished and professional phone presence
- Experience with reservation systems such as OPERA, OpenTable, and SpaSoft preferred
- Ability to multitask, stay organized, and remain detail-oriented in a fast-paced environment
- Proficiency in computer systems and standard office software
- Bachelor’s degree preferred, but not required
- Flexibility to work evenings, weekends, and holidays
- Knowledge of Microsoft Word, Excel, and Outlook; typing faster than 50 WPM
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