Reservations Agent 17495

Reservations Agent

Salary: $1000 $1500 USD per month (based on experience and location).

Sourcing Location: Focus first on South Africa (for English proficiency) and Latin America (for bilingual candidates). Use the Philippines as a secondary fallback.
Training: Comprehensive training on Companys standards and specific software platforms.

Time Zone: Must work within the 12:00 PM 10:00 PM EST window.

Preference: Candidates available for 2:00 PM 10:00 PM EST and weekend shifts.

Availability: Full flexibility for weekends and holidays is a non-negotiable requirement.

Growth: The opportunity to work with one of the most respected hospitality groups in the United States.

Company overview

Our client is a premier hospitality group managing high-end restaurant entities across New York City Las Vegas and Miami. We are known for our exceptional service standards and for being a preferred destination for high-level investors celebrities and industry leaders. Our Reservations Team is the first line of defense in providing a seamless luxury experience for our guests.

The Role

We are seeking an articulate tech-savvy and highly discreet Remote Reservations Agent to manage high-volume phone lines and digital booking platforms. This role requires a professional who can handle approximately 10000 monthly calls (distributed across the team) while maintaining a calm welcoming and efficient demeanor.

Key Responsibilities

• Reservation Management: Secure bookings for parties of seven or under across eight different restaurant entities using the Resy platform.
• Call Handling: Answer incoming calls via the Nextiva soft-phone system providing information on availability menu details and restaurant policies.
• Guest Communication: Promptly respond to guest inquiries via phone text message or email through a shared team database.
• Team Collaboration: Coordinate our New York office and any restaurant on-site teams for immediate guest assistance. This can include calling a customer rescheduling a customer reaching out our waitlist handling and relaying customer complaints that may arise.
• Data Integrity: Maintain an accurate and updated database of guest preferences and contact information.
• Confidentiality: Must demonstrate extreme discretion. You will be handling private contact information for high-profile individuals and celebrities. A signed Non-Disclosure Agreement (NDA) is a condition of employment.

Technical Requirements (Non-Negotiable)

Due to software limitations of the Resi platform candidates must have access to the following:

• Hardware: A newer Apple device (MacBook or iPad). The Resy platform is only accessible via Apple hardware.
• Secondary Hardware: A secondary PC (HP/Windows) is acceptable for the phone system but the booking software must be on an Apple device.
• Audio: A high-quality professional headset for clear communication.
• Internet: High-speed reliable internet connection suitable for VoIP (Nextiva) calling without lag or dropouts.

Qualifications & Skills

• Experience: Minimum 1 year of relevant experience in restaurant reservations or a high-volume call center environment (telecom or troubleshooting experience is a plus).
• Language: Native-level fluency in English (required). Proficiency in Spanish is highly preferred to support our Miami-based clientele.
• Communication: Exceptional verbal and written communication skills with the ability to handle high-stress situations gracefully.