Guest Services -Reservations Agent

Job Description

Job Description

Position Overview:

Bolongo Bay Beach Resort is located on the serene island of St. Thomas in the United States Virgin Islands and is a family-owned and managed beach resort nestled in a beautiful sandy bay along the Caribbean Sea. Known for our famous all-inclusive package, friendly hospitality, exciting experiences and one-of-a-kind guest amenities, there’s no better place to see life in the Virgin Islands than at Bolongo Bay. Our small, fun, lively and personable atmosphere allows us to offer guest and employee experience that is unlike any other big all-inclusive resort and it’s what makes us so unique and popular to this day. We are currently the only all-inclusive resort in the U.S. Virgin Islands. 

Bolongo Bay Beach Resort is seeking a Front Desk / Reservation Sales Agent to be the first point of contact for our guests, delivering exceptional customer service and ensuring a smooth check-in and check-out experience. This position will cover the Front Desk for lunch hours and to assist with check-ins, and then transition to Reservations to cover phones until 9pm.

Key Responsibilities at Front Desk:

• Greet guests warmly and provide a welcoming experience.
• Handle the check-in and check-out process efficiently, including room assignments and payment processing.
• Ensure accuracy in guest records, billing, and special requests.
• Respond to guest inquiries, requests, and concerns promptly and professionally.
• Provide information about hotel amenities, services, and local attractions.
• Handle guest complaints with patience and professionalism, escalating issues when necessary.
• Manage room reservations and availability using the hotel’s booking system.
• Answer phone calls and emails in a courteous and timely manner.
• Maintain a clean and organized front desk area.
• Process payments, deposits, and refunds securely and accurately.
• Handle cash and credit card transactions following company policies.
• Work closely with housekeeping, maintenance, and management to meet guest needs.
• Assist in special requests, including arranging transportation or additional services

Key Responsibilities at Reservations:

• Consistently offer professional, friendly and engaging service
• Answer telephone and email inquiries in a timely manner 
• Determine Guest’s needs and quote the appropriate room and rate as per their needs
• Assist Guests regarding hotel facilities in an informative and helpful way
• Book reservations with accurate information to ensure we exceed Guest’s expectations
• Make sure all guests are charged required deposits and final payments when due
• Book and enter room reservation requests in our Property Management System, Maestro and send guest confirmations
• Understand NET rates offered to wholesalers and OTA’s and make sure their reservations are booked at correct rates
• Ensure knowledge of all Bolongo Bay Beach Resort facilities, and different services and hours of operation in order to respond confidently and effectively to inquiries
• Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities

Qualifications & Skills:

• Experience: Prior experience in hospitality, or customer service preferred but not required.
• Technical Skills: Proficiency with hotel reservation systems (PMS), Microsoft Office, and basic computer skills.
• Customer Service: Strong communication, problem-solving, and interpersonal skills.
• Organization & Multitasking: Ability to manage multiple tasks efficiently in a fast-paced environment.
• Flexibility: Availability to work varied shifts, including nights, weekends, and holidays.
• Professional Appearance: Always maintain a neat and professional uniform look.
• Team Work: Promote and practice Bolongo values of teamwork, mutual respect, integrity and empowerment among all co-workers

Company Benefits:

• Medical Coverage (medical, dental, vision)
• Life Insurance 
• Paid Time Off (vacation, bereavement, and holidays).
• 401K Match
• Hotel Discounts
• Meal Discounts
• Tuition Reimbursement