Job Description

Resort Central Reservations Agent

Kennebunkport Resort Collection is seeking a Central Reservations Agent to join our team of hotel reservationists. Agents receive incoming calls and secure bookings for the 9 hotels and 8 restaurants in Kennebunk and Kennebunkport, ME within the KRC portfolio, as well as our partner locations under EOS Hospitality: Isla Bella Beach Resort in Marathon, FL | Tranquility Bay Beachfront Resort - Marathon, FL | The Perry Hotel & Marina - Key West, FL | Wequassett Resort & Golf Club - Harwich, MA.

This position has the opportunity for work from home status once proven ability to perform the job with appropriate time management. Candidates would be required to attend in person training in Kennebunk, Maine and then hybrid/remote ability would be assessed.

As a guest experience team member, regularly scheduled shifts include days, nights, weekends, and holidays.

Job Summary:

• Creates and accepts hotel and restaurant reservations for all KRC properties from all channels, such as telephone, email, PBX, Internet, and other third-party sites following standard and protocol
• Responds to all guest requests in a timely manner, assesses the guest's needs and provides helpful and accurate information about the properties, accommodations, location, and the local area, adding personal recommendations where appropriate to achieve maximum customer satisfaction
• Resolves 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
• 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, creating and managing group blocks, inputting rooming lists, creating billing patterns, etc.
• Attend departmental meetings and training sessions as required.
• Use safe work practices daily. Report any unsafe areas to maintenance and Guest Services Manager.
• Understand best practices in Emergency Evacuation Procedures, Accident Reporting, Right to Know Law, Written Information Security Program, Bloodborne Pathogen Procedures, and ensuring compliance with zero-tolerance policies including Anti-Harassment, Violence in the Workplace, or Influence in the Workplace.
• Comply with all time and attendance policies.
• Comply with all uniform, dress code, and appearance standards.
• Assist the Reservations Manager with additional assigned tasks and projects.
• Ability to communicate with other coworkers and staff in a positive, efficient, and friendly manner.
• Demonstrate a team-focused attitude and encourage collaboration. Motivate and lead the team to accomplish tasks effectively.
• Available and willing to work flexible hours based on business needs, including regularly scheduled weekends and holidays.

Key Skills & Experience Required:

• Proven history of excellent customer service, sales, and communication skills both verbal and written
• Prior hotel front desk or reservations experience. Good understanding of lodging operations;?reservations, guest service etiquette, etc.
• Ability to work onsite for required shifts as scheduled
• Exudes a positive, team-focused attitude
• Available and willing to work flexible hours based on business needs including regularly scheduled weekends and holidays.
• Demonstrates strong communication, organizational, and problem-solving skills.
• Expresses sincere enthusiasm for the role and passion for guest services.
• Strong time management. Must know how to prioritize, delegate, and respond in a timely fashion. Able to work under pressure, multi-task, and stay focused with interruptions.
• Proficient with computers and Microsoft Office suite functions.

Essential Functions of the Job:

• Ability to remain seated for up to 8 hours (100% of shift).
• Ability to view a computer screen for a majority of shift. Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, calculator, phone, photocopiers, and other office equipment as needed.
• Ability to communicate and exchange accurate information effectively, both written and verbal.
• Ability to read, write, speak, and understand English.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity.

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, Lodge on the Cove//The Dory, and Via Sophia by the Sea.

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.

Kennebunkport Resort Collection offers customized learning opportunities for all employees. We work to carve out a path for internal leaders with motivated career goals. Annual conferences, mentorships, scholastic reimbursements, internships, and company-funded leadership development opportunities are just some of the ways we support our associates.

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Job Tags

Hourly pay, Full time, Temporary work, Part time, Internship, Work at office, Local area, Immediate start, Remote work, Relocation package, Flexible hours, Shift work, Night shift,

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