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Job Details

Reservations Agent

Company name
Bear Mountain Inn

Naples, FL

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Salary Range:



For full time employees: a choice of medical benefits, dental and vision, 401k savings plan, and much more

Employment Type:

Full Time




Job Summary

The Reservations Agent must have the ability to perform all reservations call center functions including taking reservations, making outbound calls, email and website chat communication with guests.

Essential Functions

•Manage call activity, email activity, messaging activity and website chat activity.

•Actively sell rooms to customers while accurately quoting room rates, packages, additional fees and policies. Upsell to higher priced rooms or packages when possible.

•Effectively and respectfully communicate with customers verbally and through email or messaging.

•Be aware of individual hotel promotions, social media activity and digital campaigns to ensure accurate guest communication.

•Develop a full working knowledge of the company brand and each individual hotel including but not limited to room types, buildings, amenity information and hours, location, policies, fees and ADA specifications.

•Respond to guest inquiries and assist in resolving customer complaints.

•Accurately post charges and refunds to reservations when necessary and reconcile at the end of every shift.

•Perform department opening and/or closing procedures.

•Represent the company in a professional and positive manner at all times. Maintain and enhance the company’s image when interacting with clients, guests, associates and vendors.

Skill and Knowledge Requirements Include

•High School Diploma. Minimum of at least 18 years of age.

•Some job related experience preferred.

•Computer proficiency with the ability to utilize MS Word, Excel and Outlook as well as Property Management System (PMS) experience.

•Demonstrated talent for interacting with a wide variety of people, ability to effectively organize and coordinate multiple priorities; ability to learn and develop new skills; ability to problem solve.

•Excellent interpersonal, administrative, telephone and other communication skills.

•Strong customer service abilities; actively looks for ways to assist customers and coworkers

Physical and Mental Requirements

•Ability to sit at a desk in front of a computer for the entire work day.

•Reading and writing work-related documents in English.

•Speech recognition and clarity, including the ability to understand the speech of customers and co-workers and the ability to speak clearly so that you can be understood by customers and co-workers in English.

•Constantly communicates and receives verbal communication with other employees in a fast-paced environment.

•Lifting, carrying, and pushing up to 15lbs., occasionally up to 30 lbs. (seldom).

•Occasionally stoop, kneel, or crouch.

Equipment Used

•Typical office equipment (computer, phone system, fax, copiers, scanners, among others)

•Property Management System. Call/CRM software.

Job Data

•Reports to: Reservations Manager

Company info

Bear Mountain Inn
Website :

Company Profile
Welcome to Bear Mountain Inn and Conference Center Nestled at the base of Bear Mountain along the Appalachian Trail, the historic Bear Mountain Inn and Overlook Lodge is the idyllic destination getaway for the adventurer, the romantic, or those looking to celebrate a memorable wedding or special event. This natural splendor in the Hudson Valley, just 45 minutes from New York City and seven miles from the United States Military Academy at West Point, offers year-round activities for the entire family. From scenic, breathtaking hiking to world-class fly fishing and boating to cross country skiing and ice skating, we offer everything for the outdoor enthusiast. Of course, no trip is complete without a relaxing visit to the Spa at Bear Mountain. Whether you’re a day visitor or an overnight guest, the full-service pampering you’ll receive is second to none. For your overnight stays, we offer three separate accommodation options – The Inn, Overlook Lodge and our Stone Cottages – one is sure to suit you perfectly. And to kick start your morning or after a long day on the trails, a stop at one of our three dining establishments is a must. From exquisite culinary delights to casual fare, cold libations and delicious desserts, you’ll find every thing to start your mouth watering. Please take a look at our dining pages for hours and menus.

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