Ocean House Management
Luxury Reservations Agent
A Collection Unlike Any Other
The Ocean House Collections includes 3 luxury properties. The Ocean House features 49 luxury guest rooms, 20 signature suites and 9 private villa vacation homes. 12,000 square foot OH! spa. Over 10,000 square feet of indoor and outdoor meeting space. Up to 8 unique dining options during summer season.
The Weekapaug Inn offers quintessentially New England accommodations that effortlessly combine casual comfort and luxurious furnishings. The Inn features 31 unique guest rooms and 4 two-bedrooms signature suites. Farm-to-table dining utilizes the finest and freshest locally sourced ingredients, and inspired amenities and resort activities are designed to create extraordinary guest experiences.
The Watch Hill Inn established in 1845, Watch Hill Inn carries with it a unique history marked by fame, natural disasters and, among all, resilience. Chic, minimalist decor intertwines with cutting edge technology like complimentary Apple TV, Netflix and an in-room iPad program that allows guests to order food and services to their door with the touch of a button. The Inn features 21 suite style accommodations with unrestricted access to dining, amenities, and resort activities at both Ocean House and Weekapaug Inn.
Scope of Position
The Luxury Reservations Agent works as a part of the Destination Services team. The primary focus is to navigate incoming call volume while offering 5-star service levels to potential and existing guests. Calls range from new overnight reservations, dining & spa reservations to general inquiries and everything in between. Agents are also responsible for learning and navigating company operating systems to document & schedule each guest’s requests and reservations.
Hourly Staff Schedule Requirements
All employees are kindly asked to understand that the property operation is 24 hours a day 7 days a week, inclusive of all holidays. While the company will make every attempt to create a work and life balance, all hourly paid team members may be asked to work extended shifts and additional days based on business demands. The busiest of days during the season (Memorial Day through Columbus Day) are the weekend days from Friday through Sunday and on holiday weekends that are celebrated on Mondays, this can include Mondays. All seasonal staff must be aware and able to work all weekends; requesting time off for a holiday weekend may not and will likely not be granted. The more flexible you are the more you can learn, grow, earn. The Destination Services department makes every attempt to post the schedule monthly to allow team members ample time for scheduling personal events.
Reporting Relationship
Internal: The LRA reports to the reservations manager. The department also reports to an assistant director of reservations and the director of revenue and reservations. The executive committee member representing the department is the director of marketing.
Key Responsibilities
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Answering incoming calls in a polite, pleasant, and 5-star manor
- Learn the seasonal amenities and activities each property has to offer to properly assist guests.
- Become well informed of each property’s facilities including room types.
- Learn operating systems including but not limited to Maestro, Navis, Open Table, ALICE, Teams & Fare Harbor
- Assist in managing guests requests via the shared Destination Services inboxes.
- Attend monthly trainings and engage in department and self-growth.
- Learn, understand, and properly execute privacy standards.
- Responsible for practicing, managing, and promoting OHM’s Mission and Values so that it becomes an intricate part of the everyday operation.
- Represent the Company with a positive attitude and professional attire.
- Follow sustainability guidelines and practices related to Ocean House Collection’s sustainability programs.
- Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the role.
Required Job Knowledge, Skills, Qualifications and Education
- High School Diploma, GED or comparable certification
- Experience in a call center or administrative role preferred.
- Experience in a guest-facing service role preferred.
- Luxury hospitality experience preferred.
- Has used a telephone for verbal communications.
- Time spent in a high-pressure, high-volume atmosphere preferred.
- Previous experience on a professional team preferred.
- Comprehending basic computer & typing skills.
- Experience working with Microsoft Office programs such as Word, Excel, and Exchange (email)
- The ability to answer, listen and communicate clearly with callers and team members.
- Fluency in English both verbally and in writing
- Ability to perform job functions with attention to detail, speed, and accuracy under pressure of tense/confrontational situations.
- Uphold the Company standards, policies, and procedures.
- Prioritize and organize tasks and work area.
- Ability to remain calm and resolve problems using good judgement as interpreted by the management.
- Follow directions.
- Work cohesively with co-workers as part of a team
- Maintain confidentiality of guest/employee information and pertinent company data