Reservations Agent

Natural Retreats is hiring a Reservations Agent to join our Guest Experience team! The Guest Experience team is responsible for ensuring that all guests are provided distinctively personal service with Natural Retreats from the time of inquiry through post-departure and rebooking. Reservations Agents set the tone for a successful guest journey for every guest, resulting in repeat guest bookings and increased production for every Natural Retreats property.

Reservations Agents are professionals in the art of consultative sales and understand the importance of setting clear, specific, correct guest expectations from the outset to ensure all guests are set up for successful guest experiences. Anticipating the needs of the guest and effective communication with both guests and team members are essential in this role. The ability to tailor conversations, apply area education, and make recommendations for each unique destination and brand within Natural Retreats is critical to success as a Reservations Agent. Come work for Natural Retreats as a Reservations Specialist where you can help create lasting travel memories for our guests!

This role requires the agent to work in our Santa Rosa Beach, FL office a minimum of 2 days per week.


COMPENSATION: $19.50 / hour 

BENEFITS: Natural Retreats contributes to both employee and dependent premiums! 

• 15 vacation days
• 9 holidays
• 7 sick days
• 5 NR Days with a $1,500 allowance to book a NR vacation home!
• Maternity AND Paternity Leave
• Medical (Traditional PPO-style plans and High Deductible Plan w/ HSA) 
• Dental
• Vision
• Flexible Spending Accounts (medical and dependent care) 
• 401K retirement plan options with 3.5% company match
• Short and Long Term Disability Insurance (100% company paid)
• Basic Life Insurance Policy of $50,000 (100% company paid)
• Supplemental Life Insurance (Employee, Spouse, Child)

ESSENTIAL DUTIES:

• Maximize opportunities to generate incremental revenue driven by the sale of ancillary products and services in ways that enhance guest experience.
• Handle guests’ communications via phone call, email, text, web chat, partner portal, and all other communication channels utilized by the company in a professional manner, adhering to department policy, property or channel requirements, and brand standards.
• Chase and collect balance payments when necessary.
• Work towards production targets individually and as a team.
• Understand and deploy knowledge of effective consultative sales tactics to ensure optimal conversion rates for a wide range of guest demographics in service of all destinations, brands, and properties within the NR portfolio.
• Resolve guest complaints through timely communication and thorough, routine follow up to ensure guest satisfaction.
• Record essential data and information using NR software: ensure all guest communications, resolutions, and ancillary actions are noted in the appropriate places within the system.
• Identify, implement, and/or assist with projects designed to enhance and improve the services of the company as appropriate.
• Maintain proficiency in all sales funnels including but not limited to online travel agent portals, wholesale relationship dynamics, luxury segmentation requirements to ensure all reservations are booked with accuracy according to the unique standards and requirements of each platform or partner agreement.
• Continually learn and maintain detailed knowledge of all Natural Retreats Brands, property inventory, location, amenities, and product offerings.

EXPERIENCE AND SKILLS:

• High School Diploma or equivalent
• Excellent organizational and time management skills
• Ability to pass pre-employment testing which may include drug testing and/or background screening
• Ability to uphold policies and procedures
• Ability to prioritize and execute tasks in a fast-paced environment
• Must be computer savvy, able to learn new programs and adapt to frequent systems change
• Ability to adapt to portfolio and company growth

Preferred

• Experience in luxury vacation sales and service
• Prior experience in a similar role

HOURS OF WORK:

This is a full-time position. Natural Retreats’ core business hours for the Guest Experience department are Monday through Friday, 8:00 a.m. to 9 p.m. EST and Saturday and Sunday 10:00 a.m. to 7:00 p.m. Holidays and weekend coverage required. Because this role is responsible for supporting all destinations, the hours of this position may need to fluctuate to accommodate support in multiple time zones (Eastern, Central, Mountain, Pacific) and daily scheduling needs will vary seasonally which may result in working some inconsistent hours. We encourage all Team Members to take two (2) days off per week where possible. Vacation is generally taken outside of peak season. Note, during the summer season, 360 Blue brand destinations presently operate from 8a-8p CST on Saturdays. Flexibility with your schedule is a must. Additionally, other project work or responsibilities may occasionally require work outside of this schedule.  


 

**As part of our hiring process, we conduct pre employment background checks. This may include but is not limited to criminal and motor vehicle records. Prior criminal history does not exclude candidates from consideration. By applying for this position, you consent to undergo a background check.

Persons with disabilities needing accommodation in the application process, or those needing job postings in an alternative format may email a request to [email protected].

Natural Retreats is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, national origin, ancestry, sex, gender, gender identity, gender expression, pregnancy, childbirth or related medical condition, religious creed, physical disability, mental disability, age, medical condition (cancer), AIDS/HIV, marital status, veteran status, sexual orientation, genetic information, or any other characteristic protected by federal, state or local law. We are dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, Team Member activities and general treatment during employment.