ABOUT OUR ROLE
We are looking for a Remote Reservation Agent with a passion for hospitality and customer service to plan and organize one-of-a-kind experiences for our guests. Reservation agents must be willing to gain thorough knowledge of our Trailborn properties, as well as the greater area to tailor recommendations to each guests’ individual needs and desires. This position is also responsible for monitoring all online reservations to ensure correct entry and billing. This is primarily a computer and phone-based remote position working 8-hour shifts between the hours of 6am to midnight.
ESSENTIAL
FUNCTIONS
- Answer incoming calls in a friendly and efficient manner
- Provide guests with the requested information concerning the hotel and its services as well as the surrounding area
- Accurately process all incoming reservations received via phone, email, internet, or in-house correspondence
- Audit reservation and rate details against rate profiles and third party booking systems
- Verify cancellation and no-show revenues against rate profiles and third party booking systems
- Manage group rooming lists and block setup in PMS
- Actively upsell other resort experiences, such as recreation activities, packages, and amenities
- Enter third party payment information and ensure data security
- All other duties as assigned
QUALIFICATIONS
Minimum Qualifications:
- 2+ years of customer service experience required experience in a hotel setting is preferred.
- Prior Reservations Department experience is preferred.
- Professional, positive, and courteous phone and email etiquette is required.
- Exceptional attention to detail is a must.
- Intermediate to advanced typing and computer skills. Must quickly learn and move between various software programs, including property management system, hotel operations platform, and customer relationship management system.
- Ability to report information accurately and efficiently.
- Driven personality with desire to learn and progress.
- Ability to sit for up to eight hours a day.
- Previous experience with remote work.
- Flexibility to work remotely, weekdays and weekends, and some holidays.
- Must be able to read and write in English.
Basic Competencies:
- High level of professionalism, able to follow instructions with follow-up, respect, and integrity.
- Understand oral and written communications, follow detailed directions, and provide clear instructions/directions.
- Basic skills such as: attention to detail skills, reasoning skills and multi-tasking and prioritization skills.
EMPLOYMENT CONDITIONS
- Work safely to ensure company equipment is secure.
- Complete required training programs.
- Work hours may include a nonstandard workweek, overtime, and various shift work as needed.
PHYSICAL
REQUIREMENTS
- Prolonged periods of sitting while working on a computer and answering calls.
- Frequent use of hands and fingers to type, navigate reservation systems, and use a telephone or headset.
- Ability to wear a headset for extended periods for calls and virtual meetings.
- Clear verbal communication skills to assist customers effectively over the phone.
- Visual acuity to read screens, review booking details, and enter data accurately.
- Occasional reaching or bending to access office equipment or materials in a home workspace.
WORK ENVIRONMENT CONSIDERATIONS
- A quiet, dedicated workspace free from distractions.
- Reliable high-speed internet connection for seamless communication.
- Proper ergonomic setup, including a comfortable chair, desk, and screen positioning to reduce strain.
ABOUT OUR
BENEFITS
Why You’ll Love Working Here
- Comprehensive Benefits: Affordable medical, dental, and vision insurance with company contributions.
- Secure Your Future: 401(k) plan with a company match.
- Recharge & Grow: Enjoy paid time off and learning programs to advance your career.
Join us and thrive in a workplace that values you!
SCHEDULE
Hospitality demands a flexible schedule that may require extended hours as the business requires coverage including seasonality– on any day at any hour, including evenings, weekends, and holidays.
SALARY
$17 - $18/hour
JOB STATUS
Full Time
FLSA
Non-Exempt (Hourly)
EQUAL EMPLOYMENT OPPORTUNITY
Trailborn is an Equal Opportunity Employer. We celebrate diversity and are committed to fostering an inclusive and supportive workplace for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other protected status under applicable federal, state, or local laws.
If you require assistance or an accommodation due to a disability, please inform us during your application process.
The specific statements shown in each section of this Job Description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to perform the job successfully. The job’s responsibilities/tasks may be modified and/or expanded over time without prior notice. The Company will try to give as much notice as practical when changes are made.
Skills Required
- 2+ years of customer service experience
- Hotel setting experience
- Professional, positive, and courteous phone and email etiquette
- Exceptional attention to detail
- Intermediate to advanced typing and computer skills
- Ability to learn and use property management, hotel operations, and CRM software
- Ability to report information accurately and efficiently
- Previous reservations department experience
- Previous remote work experience
- Flexibility to work weekdays, weekends, holidays, evenings, and varied shifts
- Ability to read and write in English
- Ability to sit for up to eight hours per day
- Quiet, dedicated workspace and reliable high-speed internet
What We Do
Trailborn Hotels & Resorts is the leading hospitality brand and management company bringing boutique hotels to the great outdoors. Built for the modern adventurer, each Trailborn hotel puts guests at the heart of the country’s most extraordinary outdoor destinations – from national parks to wine country, snow-capped mountains to sun-soaked beaches – to create a unique experience for outdoors enthusiasts. Trailborn currently has properties along the foothills of North Carolina's Blue Ridge Mountains; the Grand Canyon; Wrightsville Beach, North Carolina.; Mendocino, California; and Jackson Hole, Wyoming. To learn more about Trailborn Hotels & Resorts and book your stay, visit trailborn.com.
