This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are looking for a Reservations Agent to join our dynamic team! As a Reservations Agent, you will be responsible for providing exceptional customer service and assisting guests in booking their stay with us. The ideal candidate is: - Energetic and passionate about hospitality - Possesses exceptional communication and organizational skills - Detail-oriented with the ability to multitask in a fast-paced environment - Looking for an opportunity to showcase talent and grow with a leading company in the hospitality industry Qualifications - High school diploma or equivalent - Previous experience in hospitality or customer service preferred - Strong communication and interpersonal skills - Ability to multitask in a fast-paced environment - Excellent organizational skills and attention to detail - Basic computer skills and experience with reservation software - Ability to work flexible hours, including weekends and holidays - Positive attitude and willingness to learn and grow in the role Benefits - Multiple Tiers of Medical Coverage - Dental & Vision Coverage - 24/7 Teledoc service - Free Maintenance Medications - Pet Insurance - Hotel Discounts - Tuition Reimbursement - Paid Time Off (vacation, sick, bereavement, and Holidays) - 401K Match Company Description Davidson Hospitality Group is an award-winning, full-service hospitality management company overseeing hotels, restaurants, dining, and entertainment venues across the US. A trusted partner and preferred operator for Hilton, Hyatt, Kimpton, Marriott, and Margaritaville, Davidson offers a unique entrepreneurial management style and owners’ mentality that provides the individualized personal service of a small company, enhanced by the breadth and depth of skill and experience of a larger company. In keeping with the company’s heritage of delivering value, Davidson is comprised of four highly specialized operating verticals: Davidson Hotels, Pivot, Davidson Resorts, and Davidson Restaurant Group. Working at Davidson is like nowhere else. It’s less of a job, more of a calling. It’s part career, part revolution. Because whatever you do here, you play a part in helping redefine the way quality hospitality is delivered to our guests, our clients, our partners, and each other.

• Serve as the primary point of contact for dealers reporting website issues through email, phone, or our internal ticketing system. • Participate in a phone queue, answering inbound calls from dealers and documenting support requests. • Troubleshoot a wide range of website-related issues, including AEM configurations, inventory discrepancies, third party issues, and site performance concerns. • Utilize knowledge of automotive inventory management systems to investigate and resolve issues with vehicle data display, missing inventory, or incorrect pricing and details. • Collaborate with Tier 2 and development teams to escalate complex technical issues when necessary. • Maintain accurate documentation of issues, troubleshooting steps, and resolutions within support tickets. • Communicate promptly and professionally with dealers regarding technical issues, updates, and next steps. • Educate dealers on website functionality, inventory handling, and platform best practices. • Use Adobe Experience Manager (AEM) to support site structure, content updates, and issue resolution. • Conduct validation and QA checks to ensure technical issues are resolved accurately and thoroughly.

• Support the Design Schedule & Efficiently platform users in their day-to-day use of the system as it relates to their daily operations • Manage Accounting Seed release cycles, including: reviewing release notes, identifying relevant and impactful changes, communicating major updates to the accounting team • Perform upgrades in Sandbox, execute end-to-end accounting testing, and validate posting and GL entries. • Deploy approved updates to Production and configure required system settings • Ensure new releases do not impact existing accounting processes or financial accuracy • Maintain documentation and SOPs related to accounting seed upgrades. • Investigate system issues reported by the accounting team and identify root causes • Assist with user access, configurations, and permissions related to accounting modules • Understand accounting workflows (AP, AR, GL, invoicing, payments) to analyze errors and issues • Communicate with end users on their issues to understand the steps taken and ability to recreate, if possible, in our test environments • Responsible for the handling of initial calls from users and the entry of software defects in the event tracking system • Identify and escalate situations requiring urgent attention based upon internally established SLA • Work effectively as a team member with all members of the organization • Utilize Intercom and Atlassian (Jira) software for communication with end users and reporting issues to the development team, respectively • Review issues reported by users to assess, develop, and implement training programs for key workflows in the platforms • Maintain current knowledge of the platforms and continually update learning documentation and videos accordingly

• Identify and troubleshoot common client incidents. • Research issues using CRIO resources and test solutions in sandbox environments. • Document incidents, workarounds, and resolutions for future reference. • Escalate complex technical issues as needed. • Work with Customer Experience (CX) teams to highlight critical client concerns. • Coordinate with the Product Team to escalate support tickets requiring Engineering intervention. • Develop expertise in CRIO systems, completing all required modules and certifications. • Reference standard operating procedures (SOPs) to guide client interactions. • Provide client support via LiveChat, email, and direct communication. • Engage in internal communications via Slack, email, meetings, and JIRA boards. • Continuously refine customer engagement and troubleshooting communication skills.