Reservations Specialist

Cape Resorts Group; Cape May (NJ); On-site; USD 2,066,000 - 3,031,000; Full time

Job summary

Cape Resorts Group is seeking a Reservations Specialist to process incoming reservations and information calls for its properties. You will assist guests with hotel bookings, dining packages, spa services, and resort activities to convert calls to sales.

Responsibility includes accurate data entry, updating notes, and coordinating with Front Desk. You will respond to voicemails and emails professionally, while maintaining guest confidentiality and adhering to Cape Resorts standards.

Qualifications

• High school diploma required; 1–2 years of college courses preferred.
• One to two years in a public contact position.
• Strong computer skills with Windows-based applications; data entry proficiency.

Responsibilities

• Handle incoming reservations and information calls for Cape Resorts properties.
• Input hotel reservations with minimal errors and update notes for interactions.
• Coordinate with Front Desk for reservation changes within 24 hours of arrival.
• Run reports to support sales strategy and monitor changes in processes.
• Respond to voicemail and email inquiries promptly and professionally.
• Maintain guest confidentiality regarding records and policies.

Skills

Strong Computer Skills

Verbal communication

Written communication

Data entry

Work under pressure

Hospitality experience

Education

High school diploma

College coursework

Tools

Maestro PMS

Job description

Position Overview:The Reservations specialist is responsible for handling incoming reservations and informational calls for Cape Resorts' properties. They will assist guests with planning and booking reservations related to hotel, dining packages, spa services, and resort activities to convert calls to sales.These duties may be described as, but are not limited to:Professionally, patiently, and politely assist all incoming calls, regardless of their nature. At times, reservation agents are needed to assist callers sorting out issues related to their pre-/post stay. Agents are required to keep/update notes in reservations to reflect the nature of the call.Accurately input hotel reservations with minimal-to-no errors.Efficiently utilize all resort software systems and maintain knowledge on all room types, policies, promotions, and availability.Communicate with the Front Desk regarding reservation updates and changes (within 24 hours of the arrival date)Running reports to assist in ensuring compliance by the Reservations Department with any changes in sales strategy.Respond to voicemail and email inquiries in a professional and timely fashion.Maintain confidentiality regarding guest records, credit card information, and hotel policies in accordance with Cape Resorts Standards.Other:Due to the hospitality industry's cyclical nature, employees may be required to work with varying schedules to reflect the department's business needs. In addition, attendance at all scheduled training sessions and meetings is required.Upon employment, all employees must fully comply with Cape Resorts' rules and regulations. Employees who violate company rules and regulations will be subject to disciplinary action, up to and including termination of employment.Required Knowledge, Skills, Abilities:Strong Computer Skills - Experience using Windows-based computers and related applications.Comfortable participating in meetings, both in person and via Teams software.Effective communication skills - Verbal and Written.Strong Data Entry Skills.Ability to work under pressure.Hospitality experience is preferred but not required.Maestro PMS system experience is preferred but not required.Minimum Qualifications:High school diploma required, 1-2 years of college courses preferred.One to two years in a public contact position.This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform