Reservation Call Center Lead

Rosen Hotels & Resorts; Orlando (FL); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Affordable Health Insurance

On-site Medical Center

401(k) Retirement Savings Plan

Paid Vacation and Personal Days

Job summary

Rosen Hotels & Resorts in Orlando is seeking a Reservation Call Center Lead to deliver outstanding pre-stay service and manage reservations in a fast-paced environment.

You will expand your skills beyond a typical Reservations Agent, handling detailed entry, upselling, and inter-department communication to support guest experiences and team goals.

Qualifications

• 6+ months of reservation experience.
• Strong verbal and written communication skills.
• Excellent attention to detail and accuracy.
• Customer service orientation with patience and problem-solving.

Responsibilities

• Enter guest reservations accurately with complete detail.
• Upsell amenities such as spa and golf.
• Provide information on availability, accommodation types, rates, and area info.
• Enter reservations from fax and email.
• Coordinate with Group Housing Coordinators for special requests.
• Ensure daily checklists are completed and reports printed.
• Communicate with management and other hotel departments.

Skills

Reservation experience

Customer service

Attention to detail

Communication skills

Education

High school diploma or equivalent

Tools

Reservation system

Job description

Operations Building | Reservations | Full Time

Posted 7 days ago | Apply before October 31, 2026

Description

Summary:

The Reservation Call Center Lead is responsible for providing outstanding service to guests before their stay. Responsibilities extend beyond that of a typical Reservations Agent; they will need to expand their skill sets and work in a fast-paced environment with new challenges daily.

Responsibilities:

• Maintain thorough knowledge of Rosen Hotels & Resorts policies and procedures.
• Enter guest reservations into the system accurately with complete detail.
• Upsell amenities including spa and golf.
• Provide accurate information regarding availability, accommodation types, hotel amenities, rates, and area information.
• Accurately enter reservations sent via fax and email.
• Correspond with Group Housing Coordinators to help with special requests.
• Assist managers in making sure that the daily checklists are complete.
• Communicate information to management and other various hotel departments.
• Ensure all reservation reports are printed and processed.
• Examine work for exactness, neatness, and conformance to policies.
• Provide excellent service to internal and external associates, guests, and vendors.
• Become the second set of eyes for management.
• Comply with the company's drug-free and tobacco/nicotine-free policy
• All other duties as assigned

Experience/Qualifications:

• 6 + months of reservation experience required.
• Strong verbal and written communication skills.
• Excellent attention to detail skills.
• Strong customer service skills with the ability to remain patient, empathetic, and solution‑oriented.
• Ability to lift up to 25 lbs. consistently and 50 lbs. infrequently.
• Must be able to legally work in the USA.

Education and Certification(s)/License(s):

• High school diploma or equivalent preferred.

Discover Life at Rosen:

Your career is here in our diverse and friendly workplace, where your individuality and ideas are valued. Our company, with more than 3,000 associates, thrives on teamwork and ingenuity. It is this team that makes Rosen Hotels & Resorts® in Orlando one of Florida’s most respected hospitality companies to work for.

Benefits Our Associates Enjoy:

• Affordable Health and Dental Insurance
• On-site Medical Center
• Competitive Compensation
• Holiday Pay
• Birthday Pay
• Paid Vacation and Personal Days
• Tuition Reimbursement and Higher Education Scholarships
• 401(k) Retirement Savings Plan
• Hospitality and Dining Discounts
• Access to our Family Outreach Center
• And much more

We are proud to be an equal-opportunity employer and a drug- and nicotine-free workforce.