Reservations Agent - Seasonal
Property Name:
Cheeca Lodge & Spa NW
Job Title: 
Reservations Agent - Seasonal
Company Name: 
Cheeca Lodge & Spa
Work Permit: 
Applicants who do not already have legal permission to work in the United States will not be considered.
Management  Position: 
Bonus Pay: 

Northwood Hospitality is a wholly owned subsidiary of Northwood Investors, a privately-held real estate investment advisor founded in 2006. We currently own and operate seven properties -- The Naples Grande Beach Resort in Naples, Cheeca Lodge & Spa in Islamorada, FL, Tranquility Bay Resort in Marathon, FL and The London West Hollywood - and we plan to grow. We seek team members who share our values:

  • We enjoy the thrill of competition against other hospitality companies; we believe competition pushes us to do our best and allows us to measure our progress
  • We enjoy helping people by creating memorable experiences that both leisure and business guests will go out of their way to come back for
  • We believe in efficiency and sustainability in our operations, so we can grow a stable, secure business with minimal environmental impact
  • We do everything with a sense of humor and an enjoyment of life
If this sounds like you, we look forward to the opportunity to meet you.

I. Job Summary
The reservations agent answers guest questions, sells hotel bookings and amenities, and books reservations for individuals and/or groups that are requested either by phone or from within the hotel in accordance with established standards and scripts using the hotel's reservations system. This position may also be required to work in other capacities including PBX operator, concierge and front desk agent.
II. Job Responsibilities
Guest Communication

* Answer external phone calls within three rings, with a friendly, professional greeting.
* Make every effort to learn and use the guest's name when appropriate.
* Use professional language (proper grammar, no slang).
* Treat guests and co-workers with respect and dignity.
* When applicable, provide the caller with the direct number or extension.
* Ensure guest satisfaction by responding to guest inquiries with accurate information and a positive attitude.
* Welcome and effectively resolve guest questions, issues and complaints with supervisor assistance as needed.
* Efficiently follow up on all guest requests.
* Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment and travel directions or direct inquires to the appropriate department.
* Notify sales of any group bookings.
* Assist with other duties as assigned such as: running daily reports, e.g. the cancellation, booking or arrival reports.
* Communicate with other departments and supervisors/managers in order to ensure guest satisfaction.
* Attend team briefings as needed.

* Process reservations from the sales, reservations centers or travel agencies/wholesalers.
* Designate and apply appropriate travel agency commissions.
* Process cancellations, revisions and information updates on any changes.
* Process guest requests for activities within the resort and the surrounding areas.
* Mail hotel-specific information sheets and brochures to guests as requested.
Required Training

* Complete training on job specific systems.
* Complete training on Cheeca services and amenities.
* Complete training on external sports, dining, hotel and entertainment offerings.
Perform other duties as assigned.

* High School degree or equivalent
Skills and Experience (Essential)

* At least 18 years of age
* Knowledge of computers
* Ability to work a flexible schedule including but not limited to weekends, evenings and holidays
* Ability to multi-task
* Possess excellent customer service skills, effective oral and written English skills
Skills and Experience (Preferred)

* Experience in reservations or call center
* Customer service experience
* Fluency in Spanish
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
See description above.

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