Reservation Agent

Job Title: Reservation Agent

Reports To: Restaurant Manager
Location: Jordan Pond House, Acadia National Park

Overview:
Jordan Pond House is seeking an enthusiastic and detail-oriented Reservation Agent to join our team. This position is responsible for managing guest reservations, providing exceptional customer service, and ensuring smooth operations for all incoming bookings. The ideal candidate will have experience in handling reservation systems, excellent communication skills, and a passion for hospitality in a scenic, high-demand setting.

Key Responsibilities:

• Guest Reservations: Handle incoming reservation inquiries via phone, email, and online booking systems (e.g., Resy, OpenTable), ensuring accuracy in booking details, guest preferences, and special requests.
• Customer Service: Provide exceptional service by answering questions, offering recommendations, and addressing guest concerns related to reservations in a professional and friendly manner.
• Booking Management: Confirm reservations, make adjustments or cancellations as necessary, and ensure that all reservation information is up to date and accurate in the system.
• Special Requests: Ensure that special requests (such as seating preferences, dietary needs, or accessibility requirements) are recorded and communicated to the appropriate team members.
• Communication: Maintain clear communication with guests and internal teams to ensure smooth check-in and seating procedures.
• Guest Experience: Provide pre-arrival assistance, including directions to the property, and share essential information about Jordan Pond House’s amenities, policies, and procedures.
• Troubleshooting: Resolve any booking conflicts or issues in a calm and professional manner, providing timely and effective solutions to ensure guest satisfaction.
• Administrative Tasks: Assist with administrative duties related to reservations, including tracking no-shows, cancellations, and special booking requests.
• Daily Reporting: Provide daily reservation summaries and reports to management, ensuring all reservations are properly allocated and up-to-date.

Qualifications:

• At least 1 (One) year previous experience in a reservation or customer service role in a hospitality environment is preferred.
• Proficiency in reservation software (such as Resy, OpenTable, or similar systems).
• Strong communication skills, both verbal and written, with the ability to interact professionally with guests and colleagues.
• Detail-oriented with the ability to handle multiple tasks simultaneously and accurately.
• Ability to problem-solve and handle guest issues in a calm, professional manner.
• Excellent organizational skills, with the ability to manage a high volume of incoming reservations efficiently.
• Strong phone etiquette and a friendly, welcoming demeanor.
• Knowledge of the local area and Jordan Pond House’s offerings is a plus.
• Basic computer skills and familiarity with Microsoft Office or similar programs.
• Must be able to work weekends and holidays as needed during the busy season.