Reservations Agent

Reservations Agent/Call Center

The Reservations Agent position is responsible for assisting current and prospective guests in the reservation-making process and are knowledgeable in all areas of the resort and surrounding area. Reservation Agents help create the best experience possible to resort guests by communicating professionally and providing exceptional customer service to meet and exceed the AAA Four Diamond brand expectations. This is an entry level sales position, full-time or part-time hours available. Pay starting at $15/hour plus uncapped commission. Additional performance bonuses are also available.

Duties and Responsibilities

• Respond promptly and professionally to reservation inquiries via phone, email, and online platforms
• Provide detailed information about accommodations, amenities, rates, packages, and promotions
• Accurately process new reservations, changes, and cancellations in accordance with resort policies
• Maintain clear communication with other departments to ensure a seamless guest experience
• Upsell rooms and resort amenities to maximize revenue opportunities
• Build strong relationships with internal and external customers
• Maintain accurate records of reservations and guest profiles
• Implement and maintain quality standards for the Reservations Department
• Handle guest concerns or complaints with diplomacy and escalate to supervisor/manager when necessary
• Meet or exceed individual and team performance goals
• Assist Reservations Manager with group contacts and coordinating group room reservations
• Assist with Fronk Desk duties as needed
• Promote The Osthoff Resort's service principle by examplerespond to/resolve guest inquiries, complaints or concerns in a courteous, timely and efficient manner. Make sure to inform a team leader of any problems.
• All other duties as assigned

Qualifications

• Education: High School Diploma preferred
• Must have excellent communication skills
• Must have exceptional customer/ guest service skills
• Have a cheerful and professional demeanor
• Highly self-motivated
• Be knowledgeable of the local area
• Be proficient with a computer
• Must have the willingness to go above and beyond what is expected to create meaningful guest experiences
• Be detail oriented and able to multi-task
• Possess great time management skills, with the ability to think on the spot
• Ability to learn quickly and accurately

The Osthoff Resort's mission is to deliver the best Midwest resort experience to our guests. In order to do this, we are always striving to create a positive and supportive work environment where our team members can thrive. Enjoy competitive pay and great benefits including medical, dental, and vision, 401(k) with company matching, resort-wide discounts, and more! We offer flexible scheduling to fit your lifestyle because we value work-life balance and know that time with family and friends is just as important as a rewarding career. At The Osthoff Resort, you're not just a part of our team--you're a part of our family. Come grow with us and love where you work! The Osthoff Resort is an Equal Employment Opportunity Employer.

At The Osthoff Resort, located in the heart of Elkhart Lake, Wisconsin, we pride ourselves on providing an unforgettable experience for our guests. Nestled along the pristine shores of the lake, our resort offers a luxurious yet inviting atmosphere with world-class accommodation, exceptional dining, and a range of leisure activities. With a focus on personalized service and creating lasting memories, The Osthoff Resort is a cherished destination for those seeking relaxation, adventure, and a true Wisconsin getaway. Join our team and be part of a dedicated, passionate group of professionals committed to delivering outstanding hospitality in one of the most beautiful locations in the state.