Customer Reservations Specialist

2 weeks ago

Charleston, South Carolina, United States Avocet Hospitality Group Full time
Position Overview

WHAT WE OFFER:

SCHEDULE: Part-Time; Friday 6 pm-10 pm & Saturday and Sunday 11 am-7 pm

SALARY: $15.00 per hour plus commission

BENEFITS:

  • A culture that values enthusiasm, uniqueness, and enjoyment
  • Opportunities for internal advancement and skill development
  • Paid Time Off (PTO)
  • Paid holidays
  • Access to earned wages prior to payday through PayActiv
  • Affordable medical, dental, and vision insurance options
  • Company-provided life insurance
  • Short & Long Term Disability and Accident and Critical Illness Insurance
  • Traditional 401(k) & Roth 401(k) with employer matching up to 3.5%
  • Referral program
  • Employee Assistance Program
  • Discounts at all Avocet-owned hotels & restaurants

Avocet Hospitality is excited to provide Reservations Agents the opportunity to work remotely after completing in-office training and demonstrating the necessary skills for independent work. Remote work eligibility will be determined by the agent's supervisor.

POSITION SUMMARY:

Responsible for managing reservation inquiries, modifications, and cancellations for various properties in a professional, courteous, and efficient manner. Provide available rate quotes and upsell room types to enhance revenue. Maintain a consistent focus on delivering an exceptional experience to every guest while optimizing profitability. Strong quality control skills, task management, and effective communication with both internal and external clients are essential. Flexibility in scheduling is required based on business needs. While no job description can cover every duty, the following outlines the primary responsibilities of the role.

KEY RESPONSIBILITIES:

  • Collect information from guests and accurately enter reservations into the property management system, including detailed notes on special requests or occasions.
  • Respond promptly to emails and voicemails from guests.
  • Manage special reservations for VIPs, group attendees, and corporate clients.
  • Conduct audits of the system to ensure reservation accuracy.
  • Process cancellation fees and deposits.
  • Foster professional relationships and maintain open communication with managers, employees, and other departments. Attend all required meetings and training sessions.

SUPERVISORY RESPONSIBILITIES:

N/A

JOB REQUIREMENTS:

Education: High school diploma or GED preferred.

Experience: Previous experience in hospitality preferred.

Skills:

  • Fluent communication in English with hotel guests and staff.
  • Ability to provide friendly, efficient, and courteous service to guests.
  • Capacity to work under pressure, stay organized, self-motivated, and collaborate effectively.
  • Positive attitude and ability to engage in light conversation with guests.
  • Knowledge of hotel property and operating hours of guest service areas.
  • Familiarity with Charleston and surrounding areas.
  • Ability to complete tasks in a timely, accurate, and thorough manner.
  • Ability to work effectively and relate well with senior management, colleagues, and individuals both inside and outside the hotel.
  • Customer-focused with a commitment to delivering optimal satisfaction for both employees and customers.
  • Ability to multitask and perform well under stressful conditions.
  • Additional foreign language skills are advantageous.

WORKING CONDITIONS:

The working conditions described below are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Equipment to Be Used: Telephone, computer, printer.

Physical & Mental Requirements:

  • Regularly required to talk and hear; frequently required to use hands to handle, feel, and reach with hands and arms; frequently required to sit. Requires manual dexterity sufficient to operate standard computer equipment. Requires normal range of hearing and vision.
  • Must be able to resolve problems, handle conflicts, and make effective decisions under pressure.

Work Environment:

The work environment may involve high guest contact and varying conditions and circumstances with guests, staff, visitors, and government agencies.

ABOUT AVOCET:

WHO WE ARE:

Avocet Hospitality has established its boutique hotels on the principle that every guest should experience true hospitality magic. Exceptional service, delightful surprises, and endless enjoyment are the foundation of each of Avocet's four independent hotels located in secondary and tertiary cities across the American South. The portfolio includes properties designed to embrace the local neighborhood.

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