Reservations/Rapid Response Agent

Job Description: Reservation Sales & Rapid Response Agent

Schedule: 5 days per week (Rotating schedule; including nights, weekends, and holidays)

Job Overview

As a Reservation Sales & Rapid Response Agent, you are the primary voice of Horseshoe Bay Resort. You will handle a high volume of incoming inquiries, converting them into confirmed reservations for accommodations, dining, and resort activities. Your goal is to provide a seamless, professional booking experience that builds excitement for our guests and members while maximizing resort revenue.

Essential Job Functions

• Sales & Service: Manage incoming calls with professional etiquette; convert inquiries into room, restaurant, and activity reservations (Golf, Spa, Tennis, Transportation).
• Revenue Management: Accurately convey rate and package information to protect resort revenue yields.
• Itinerary Planning: Maintain precise documentation of amenity bookings to provide guests and members with accurate, comprehensive itineraries.
• Administration: Perform precise tabulation of bookings and handle clerical duties, including follow-up calls to confirm guest details.
• Collaboration: Assist Group Reservation Coordinators with overflow tasks and work cross-functionally to resolve guest issues.
• Systems Mastery: Engage in continuous training with Property Management Systems (PMS) and amenity booking software.
• Professionalism: Maintain a clean workspace and handle sensitive guest information with strict confidentiality.

Required Skills & Qualifications

• Experience: High School Diploma or GED required; 6-12 months of related experience in a call center or hospitality environment preferred.
• Communication: Exceptional verbal and written communication skills; ability to present information clearly to guests and internal teams.
• Technical Proficiency: Strong computer skills, including Microsoft Office and the ability to quickly learn proprietary resort software.
• Problem Solving: Ability to remain calm and effective in high-pressure, fast-paced situations.
• Mathematical Skills: Basic competency in calculating percentages, discounts, and stay totals.

Physical Demands & Work Environment

• Physical: Regularly required to sit, talk, and hear. Occasionally required to stand, walk, reach, and lift up to 25 lbs.
• Environment: Primarily an office setting with moderate noise levels. Occasional exposure to outdoor weather conditions may occur.
• Standards: Must be able to perform all essential duties satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

Welcome to the Lake Life (Benefits)

Horseshoe Bay Resort offers 17,000 acres of natural beauty in the Texas Hill Country. We believe in providing a world-class environment for our associates to grow their careers.

• Comprehensive Insurance: Medical, Dental, and Vision; Long/Short-term Disability, Major Illness, and Accident plans.
• Financial Stability: 401(k) with employer match, paid vacation, and paid holidays.
• Growth: Scheduled performance reviews and opportunities for merit-based raises.