Reservations Representative

Nexus-US-Management-Company-LLC; Windermere (FL); On-site; USD 35,000 - 50,000; Full time

Job summary

Nexus-US-Management-Company-LLC seeks a Reservations & Membership Representative to handle inbound inquiries via email and phone for luxury resort properties and the membership platform.

You will guide travelers to the right stay, work with resort reservations teams, and enroll members to unlock preferred rates and access.

Qualifications

• 2+ years in hospitality reservations, membership sales, resort call center or luxury retail.
• Confident in discussing pricing and value; clear phone presence.
• Comfort with Hubspot and reservations systems.
• Integrity, discretion and optimism; positive energy and teamwork.
• Excellent customer service and communication skills.

Responsibilities

• Own the first impression by handling inbound calls, emails, and inquiries warmly.
• Lead discovery conversations to tailor recommendations to travelers' needs.
• Convert inquiries into confirmed stays by guiding booking decisions.
• Sell the membership, explain tiers and privileges, enroll new members.
• Support current members with reservations and benefits questions.
• Maintain Hubspot CRM and reservation records, re-engage past guests.

Skills

Hospitality reservations

Membership sales

Phone presence

Organized

Attention to detail

Customer service

Communication

Team player

Multi-project management

Tools

Hubspot

Reservations systems

Job description

Description

We're hiring a Reservations & Membership Representative to handle inbound inquiries via email

and phone for our luxury resort properties and multi-generational membership platform. You'll use

marketing savvy and communication skills to guide travelers to the right stay, work alongside the

reservations teams at each resort, and introduce and sell the membership program that can unlock

preferred rates and member-only access.

Responsibilities

• Own the first impression. Answer inbound calls, emails, and web inquiries with genuine warmth and sophistication, setting the tone for the entire guest relationship.
• Understand the trip before quoting a rate. Lead discovery conversations that surface who is traveling, what the occasion is, and what matters most, then shape a recommendation around the answer rather than reading from an availability screen.
• Convert inquiries into confirmed stays. Qualify travel needs, present the right accommodations with confidence, and guide guests to a booking decision.
• Sell the membership story. Explain membership tiers, dues, preferred rates, and privileges in plain terms, connect them to the trip in front of you and enroll new member.
• Take care of current members. Support existing members with reservations, benefits questions, and account needs, treating every call as a retention and loyalty, and referral, opportunity.
• Work the pipeline proactively. Keep Hubspot CRM and reservation records accurate, follow up on every open lead, and re-engage past guests and members with relevant offers.

Requirements

Qualifications

• 2+ years in hospitality reservations, membership sales, resort call center or luxury retail
• Confidence discussing pricing and value; clear, articulate phone presence
• Comfort with Hubspot and reservations systems
• Integrity, discretion and optimism; positive energy and team member
• Excellent customer service skills
• Must be very organized and able to balance multiple projects
• Must be detail oriented and solution oriented
• Strong communication skills and ability to take notes and communicate effectively, both written and orally
• Ability to work in a dynamic, matrix organization
• Experience in luxury hotel or resort, private club or travel-membership preferred