Resort Central Reservations Agent

About the role

The Central Reservations Agent will handle all aspects of room reservations for any and all EOS properties, aiming for the highest level of guest satisfaction and maximizing room revenue. This is a full-time, year-round, remote position offering $18–$20 per hour, depending on experience, plus incentives.

Responsibilities

• 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, assessing the guest’s needs and providing helpful and accurate information about the properties, accommodations, location, and the local area, adding personal recommendations where appropriate to achieve maximum customer satisfaction
• Solves 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.

Essential Tasks

• 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, assessing the guest’s needs and providing helpful and accurate information about the properties, accommodations, location, and the local area, adding personal recommendations where appropriate to achieve maximum customer satisfaction
• Solves 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.

Physical Demands

• 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.
• Requires 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.

About Kennebunkport Resort Collection

The Kennebunkport Resort Collection is a portfolio of diverse, luxurious lodging and dining options offering stylish and unique hospitality in Kennebunk and Kennebunkport. Our growing hospitality group includes Hidden Pond//Earth at Hidden Pond, Tides Beach Club, Cape Arundel Inn & Resort//Ocean Restaurant, Kennebunkport Inn//The Burleigh Restaurant, Cottages at Cabot Cove, The Grand Hotel//Rosella, The Boathouse Waterfront Hotel & Restaurant, Yachtsman Hotel & Marina Club, and Lodge on the Cove//The Dory KRC is proud to offer competitive wellness options and perks for both Part Time and Full Time employees. 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.

Why Join our team?

Join our community of ambitious, thoughtful, and dedicated hospitality professionals delivering exceptional guest experiences. At Kennebunkport Resort Collection, we encourage creativity, ownership, and problem-solving at all levels of our organization, and we are committed to weaving diversity, equity, and inclusion into every aspect of our business. As a Kennebunkport Resort Collection employee, we welcome you to join us in making a community impact. Our KRC Cares team partners with community leaders and like-minded businesses to advance our community services, such as toy drives, beach cleanups, and other charitable causes around the community. Our Community Impact project allows a 1% Impact Fee to be donated to hand-picked local organizations focusing on affordable housing, protecting wildlife habitats, and creating spaces for the youth of our community.