Job Description

Work Performed:

Act as a communication liaison between the Central Reservations Office (CRO) agents and the Group Rooms Coordinator.

Primary contact booking individual call-in group reservations and assisting agents with group reservation questions.

Enter group blocks into PMS for the Cove Eleuthera.  Monitor and act as point of contact for Cove group activity.

Supervision of credit card charges to ensure SynXis deposits are processed daily.

Review daily booked reservations report to ensure accuracy of tariffs, consortia codes, segments and comment field are accurate.  

Assign emails thru the reservations email inbox (ResDesk@ & VIPResDesk@) and follow-up with assigned agents to ensure timely response to these inquiries.

Create a daily lunch schedule for agents to ensure appropriate phone coverage.

Check voicemails multiple times throughout the day, calling guests back or assigning to agents to call back.

Assist with Fail-To-Integrate (FTI) reservations when guests call in and CRO agents are unable to locate the reservation.

Responsible for Wholesale Reservation Inbox.  Create new reservations and act as point of contact for wholesale partners with regards to specific reservation requests.

Assist with reservation calls in times of high volume and/or staffing issues.

Forward all resort requests to CDRS when received for appropriate assignment.

Assist with Travel Agent personal travel requests (Travel Agent/Industry Rates) and confirm these reservations.

Maintain flexible schedule, including weekends, evenings, early morning hours and holidays as needed.

Monitor and adjust rooms chart matrix to maximize room inventory to assist agents with increased conversion.

Other duties as assigned


Supervision Received:    CRO Director, Manager, Assistant Manager

Minimum Requirements:

Prior resort/hotel reservations experience preferred.  High school diploma or equivalent required.  Must possess intermediate computer skills with the ability to learn and master multiple software systems.  Ability to deal with internal & external guests while maintaining a high level of professionalism.  Requires excellent verbal and written communication skills and confident telephone skills and etiquette.  Must be self-starter and ability to work independently, have a strong eye for details, be results driven, possess strong interpersonal and administrative skills, and demonstrate self-confidence, energy and enthusiasm.  Excellent organizational skills and ability to handle multiple tasks (talk, type, search multiple screens) without impact to the guest.   Ability to work effectively in a team environment and with different levels of management.  Flexibility with schedule, able to work weekends, nights, and holidays as needed.


Physical Requirements:

90% Sitting/10% Standing

Good hearing

Computer screen reading 1-3 feet

Manual dexterity

Lifting & carrying up to 20 pounds

Application Instructions

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