Position Details:
As a Reservations Agent, you are the voice of NXT Vacation Management, and will serve as the main point of contact before, during, and after the stays of our many guests and clients. Strong customer service, organizational skills, & attention to detail are vital for this position. Each shift, you will be responsible for responding to reservation inquiries, inputting guest and reservation information, providing guests with relevant information pertaining to their stay, answering guest/client questions, and resolving issues or complaints.
Key Responsibilities:
- Answer inbound reservation calls, reply to inbound messages, respond to inquiries, and assist guests with booking accommodations.
- Provide exceptional customer service by addressing guest needs, questions, and concerns in a professional and timely manner.
- Handle guest communication across multiple platforms (phone, email, and chat), ensuring fast and professional responses.
- Learn and confidently navigate our portfolio of properties to recommend the best stay for guests.
- Utilize our tech stack, including property management software (Guesty), dynamic pricing tools (PriceLabs), and communication platforms.
- Do not say you have experience if you don't, we are willing to train but you will be tested.
- Process reservations, modifications, and cancellations with accuracy.
- Resolve guest issues with professionalism and problem-solving skills.
- Work closely with operations and guest experience teams to ensure a seamless stay for all guests.
- Think quickly and troubleshoot guest issues in real time.
Who You Are:
- Strong communicator with excellent phone etiquette and written communication skills.
- Experienced in hospitality, vacation rentals, or property management (preferred but not required).
- Tech-savvy – Able to learn new systems quickly and efficiently.
- Highly organized & detail-oriented – Able to juggle multiple inquiries and tasks without missing a beat.
- Proactive problem solver – Can handle unexpected challenges with confidence.
- Guest-focused mindset – A passion for hospitality and creating amazing guest experiences.
- Must have a reliable computer (MacBook or laptop preferred).
Bonus points for:
- Experience with Guesty, PriceLabs, or other property management software (preferred but not required).
- Familiarity with short-term rental platforms like Airbnb, Vrbo, and Marriott Homes & Villas.
Schedule:
- Tuesday-Thursday: 12pm-8pm
- Friday and Saturday: 8:30am-5:30pm
- Holidays required
Experience:
- High school diploma or equivalent
- Hospitality: 2 years (Required)
- Guest relations: 2 years (Required)
Work Location: In person
Benefits:
- Paid time off / Sick leave
- Health, dental and vision insurance
- Life, disability, accident, hospital and pet insurance available
- 401(k) retirement plan
