Guest Services & Reservations Specialist

Harborside Healthcare; Charlotte Amalie (United States Virgin Islands); On-site; USD 17,000 - 25,000; Full time

Benefits offered by this job

Medical Coverage

Life Insurance

Paid Time Off

Job summary

Bolongo Bay Beach Resort in St. Thomas, VI seeks a Front Desk / Reservations Sales Agent to be the first contact for guests, delivering exceptional service and ensuring smooth check-in/check-out.

This role covers Front Desk during lunch hours and assists with check-ins, then transitions to Reservations to handle phones until 9pm. Responsibilities include greeting guests, managing reservations, handling deposits/payments, and upselling hotel facilities.

Qualifications

• Experience in hospitality or customer service preferred but not required.
• Proficiency with hotel reservation systems (PMS), Microsoft Office, and basic computer skills.
• Strong communication, problem-solving, and interpersonal skills.
• Ability to manage multiple tasks efficiently in a fast-paced environment.
• Availability to work varied shifts, including nights, weekends, and holidays.
• Always maintain a neat and professional uniform look.
• Promote Bolongo values of teamwork, mutual respect, integrity and empowerment.

Responsibilities

• Greet guests warmly and provide a welcoming experience.
• Handle check-in and check-out, 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.
• 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 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.

Skills

Experience

Technical Skills

Customer Service

Organisation & multitasking

Flexibility

Professional appearance

Team work

Tools

PMS

Microsoft Office

Job description

Bolongo Bay Beach Resort in St. Thomas, VI seeks a Front Desk / Reservations Sales Agent to be the first contact for guests, delivering exceptional service and ensuring smooth check-in/check-out.

This role covers Front Desk during lunch hours and assists with check-ins, then transitions to Reservations to handle phones until 9pm. Responsibilities include greeting guests, managing reservations, handling deposits/payments, and upselling hotel facilities.