Reservations Agent

BENCHMARK; Wesley Chapel (FL); On-site; USD 25,000 - 30,000; Full time

Job summary

Pyramid Global Hospitality is seeking a Reservations Agent to join the Saddlebrook Resort team in Wesley Chapel, FL. You will assist guests by answering calls, greeting international guests, and booking resort accommodations with accuracy and care.

The role focuses on delivering exceptional service and driving revenue through upselling and informed recommendations. Ideal candidates have strong verbal and written communication skills, computer proficiency, and a flexible schedule that may include

Qualifications

• High school diploma or equivalent is required.
• Hotel/resort reservations experience is preferred.
• Bilingual English and Spanish is preferred.
• Flexible schedule including nights, weekends, and holidays may be required.

Responsibilities

• Answer calls and greet guests from around the world in a friendly, welcoming manner.
• Make guest reservations for all resort accommodations and ensure accuracy.
• Communicate guest requests to appropriate departments and maintain up-to-date knowledge of offerings.
• Promote revenue optimization by upselling resort packages and amenities.
• Generate and audit daily reservations reports to ensure accuracy and preparedness.
• Maintain strong relationships with Front Desk, Accounting, and Guest Services teams.
• Handle guest situations professionally to ensure satisfaction and repeat business.

Skills

Verbal communication

Written communication

Customer service

Upselling

Education

High school diploma or equivalent

Tools

Reservation software

CRM/Booking systems

Job description

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships.At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact.Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.About our property:The award-winning, 480-acre Saddlebrook Resort has made a name for itself as a premier meeting and vacation destination, as well as one of the nation’s preeminent athletic training facilities. Purposely planned as a car-free Walking Village, the resort setting allows guests to easily walk everywhere, surrounded by lagoons and cypress trees. Families and groups visiting our upscale hotel near Tampa, Florida, may choose from 495 rooms and suites with a total of 800 bedrooms, clustered around nine serene courtyards complete with gardens, stone benches, stone paver walkways and native Florida landscaping. Exceptional restaurants and lounges, two golf courses, multiple tennis courts and more complete our offerings.What you will have an opportunity to do:We are looking for a highly engaging, customer focused individual to join our Reservations team as a Reservations Agent. The successful candidate for this role will have a proven track record of providing exceptional service, is open to learning and leading by example, responds in a professional and courteous manner to guests and team, as well as being there to support the team both personally and professionally.The Reservation teams play an integral role in ensuring that each of our guests has an exceptional experience while planning their visit. They are responsible for creating a positive guest interaction that will build the guests anticipation for their upcoming visit. They must also be knowledgeable on providing accurate information to our guests on room packages, special promotions at the resort, and special events going on during their stay. This role is the key to helping our guests discover their “Wanderlust” experience!If you have experience in a hotel/resort reservations team, enjoy engaging with people from all over the world and making meaningful connections, as well as taking steps to “WOW” people, we want you! This is a tremendous opportunity for a driven person to grow a career in hospitality with a world-class property.Your Role:You will help guests discover and book their “Wanderlust” experienceYou will answer calls and greet people from all over the world in a friendly and welcoming mannerMake guest reservations for all resort accommodationsEnsure accuracy of reservation, recognize guests’ needs and requests, and properly communicate requests to appropriate departments.Promote an understanding of revenue optimization concepts, ideas, and practices to better maximize our Resort’s revenue capabilities.Utilize training of reservations software system to successfully and independently complete reservations in a timely manner.Generate and audit daily reservations reports as assigned to ensure reservation completion, accuracy, and preparedness.Generates additional guest interest in all resort amenities and outlets to assist in achieving ancillary revenue goals and enhance guest vacation experience.Responsible for striving to achieve monthly ADR, conversion, and revenue goals.Maintains a strong familiarity the Resort and surrounding area.Remain up-to-date on all resort and amenity offerings, promotions and campaigns, and changes in policies and procedures.Must be able to effectively, patiently, and professionally handle all internal and external guest situations and resolve guest challenges to guest’s satisfaction.Maintains strong relationships & communications with Accounting, Front Desk and Guest Services teams.Interacts with resort staff in a polite and respectful manner.Up-sell whenever possible through positioning the product, utilizing sales techniques & training and gathering personal information to anticipate and cater to guests’ needs and help them make an informed decision.Other duties as assigned.What are we looking for?Must be available to work a flexible schedule to include nights, weekends and holidaysHigh school diploma or equivalentPrevious hotel or resort experience preferredA strong desire to make an impact on other peopleAn outgoing and engaging personalityComputer skillsExcellent verbal and written communication skillsAbility to work in a fast-paced settingBilingual in English and Spanish preferredCompensation:-Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.