Reservations Agent (Remote)

Overview

Join us for this incredible opportunity with Wild Dunes Vacation Rentals, located in Isle of Palms, South Carolina, as a Reservations Agent. This fully remote, dual-position role supports reservations across multiple CoralTree properties, requiring flexibility, strong property knowledge, and the ability to deliver a consistent guest experience across diverse locations. CoralTree Residence Collection is recognized as the outstanding choice for managing premium and luxury residential resorts, vacation homes, and hotels, defined by people with genuine purpose, pride, and a sense of place. 

Job Summary:

As a Reservations Agent, you will provide personalized booking support for guests across Wild Dunes Vacation Rentals and other CoralTree Hospitality locations. This fully remote role requires a strong understanding of multiple properties, destinations, amenities, rates, and policies to accurately match guests with the best lodging options and convert inquiries into reservations. Candidates must reside in the Eastern or Central Time Zone and bring exceptional hospitality, sales, communication, and attention to detail to every guest interaction.

Responsibilities

Responsibilities:

• Guest Engagement: Respond promptly and professionally to reservation inquiries received by phone, email, and other booking channels, using a warm and welcoming approach that reflects the Wild Dunes service culture.
• Needs Assessment: Ask thoughtful questions to understand each guest’s travel dates, party size, budget, preferences, and reason for travel, then match the guest with the most appropriate vacation rental, rate, package, or experience.
• Reservation Management: Accurately create, modify, confirm, and cancel reservations while documenting guest details, preferences, payment information, and special requests in the reservation system.
• Sales and Revenue: Convert inquiries into confirmed bookings by using consultative sales techniques, clearly presenting available options, and promoting upgrades, packages, extended stays, and other value-added experiences when appropriate.
• Rate and Policy Knowledge: Maintain current knowledge of rental inventory, rates, promotions, minimum-stay requirements, deposits, payment schedules, cancellation terms, and other booking policies; communicate this information clearly and accurately.
• Multi-Location Property and Destination Expertise: Develop and maintain detailed, current knowledge of Wild Dunes and other assigned CoralTree locations, including each property’s vacation rental and lodging options, features, amenities, recreation, dining, transportation, local attractions, seasonal events, promotions, and area services. Confidently navigate differences among locations and provide accurate, personalized recommendations based on the guest’s needs and destination of interest.
• Guest Profiles and Special Requests: Maintain complete and accurate guest profiles, record accessibility needs and other special requests, and communicate relevant information to operational teams to support a smooth arrival and stay.
• Payment Processing: Process deposits, payments, refunds, and reservation adjustments in accordance with company procedures while protecting guest information and maintaining transaction accuracy.
• Issue Resolution: Research and resolve reservation discrepancies, booking concerns, and guest complaints with urgency, professionalism, and sound judgment; escalate complex matters when needed.
• Interdepartmental Coordination: Partner with Guest Services, Housekeeping, Maintenance, Revenue Management, Sales, and other departments to confirm availability, coordinate special arrangements, and ensure reservation details are fulfilled.
• Follow-Up and Communication: Send confirmations and required reservation information, follow up on incomplete inquiries or pending bookings, and ensure guests understand important pre-arrival details.
• System and Record Accuracy: Maintain organized, timely, and accurate reservation records; monitor assigned queues, email inboxes, and tasks; and support reservation reports or audits as requested.
• Performance and Team Support: Contribute to team goals for call quality, booking conversion, revenue, accuracy, and guest satisfaction while assisting teammates during peak periods.
• Additional Duties: Participate in training, property updates, and departmental meetings, and perform other related duties as assigned to support the success of the operation.

Qualifications

Qualifications:

• Education and Experience: High school diploma or equivalent required. Previous reservations, customer service, call center, front desk, sales, travel, vacation rental, or lodging experience is preferred.
• Reservation Systems: Experience with property management, central reservation, customer relationship management, or vacation rental systems is preferred; familiarity with Revinate and Track is highly desirable.
• Communication Skills: Excellent verbal and written communication skills, including active listening and the ability to explain rates, policies, and property options clearly and confidently.
• Sales Aptitude: Ability to build rapport, identify guest needs, overcome objections professionally, and recommend upgrades or alternatives that add value to the guest’s stay.
• Customer Service: Genuine passion for serving others, with patience, professionalism, discretion, and a solution-oriented approach to guest concerns.
• Accuracy and Organization: Strong attention to detail and the ability to manage guest information, reservation terms, payments, deadlines, and multiple systems with a high degree of accuracy.
• Technical Skills: Comfortable using Microsoft Office applications, email, web-based systems, and multiple computer programs simultaneously; able to learn new technology quickly.
• Problem-Solving: Ability to evaluate options, make sound decisions within established guidelines, and remain calm and resourceful when handling time-sensitive or complex reservations.
• Work Style: Self-motivated and dependable, with the ability to work both independently and collaboratively in a fast-paced, high-volume environment.
• Schedule Flexibility: Availability to work a flexible schedule based on business needs, including weekends, holidays, and peak travel periods.
• Remote Work Location: This position is fully remote. Candidates must reside in either the Eastern or Central Time Zone and maintain a professional, reliable remote workspace suitable for handling guest calls and confidential information.
• Confidentiality: Ability to handle guest, payment, and company information responsibly and in accordance with established privacy and security procedures.

Benefits:

As a valued member of our team, you'll receive a comprehensive benefits package that includes:

• Earn up to 24 days of PTO (Paid Time Off)
• 401(k) Retirement Savings Plan with a company match
• Group medical, dental, vision, life, and disability benefits
• Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement
• Employee Assistance Program
• Access to employee discounts from industry-leading brands in travel, entertainment, and retail including Walt Disney World, Live Nation, Samsung, Hertz and many more!

If you are a "people person" who loves serving others and creating exceptional guest experiences, we encourage you to apply!