Agent, Reservations (Bozeman, MT)

Overview

Handle reservation inquiries, book guests, provide service, and maximize revenue.

Key Responsibilities

• reservation entry
• sales upsell
• guest service
• data audits
• system updates
• kpi management

Tasks

-Overcome guest objectives using OOMB relationship selling techniques -Identifies and anticipates needs and requirements by asking open-ended questions to obtain all necessary information -Ensures accurate input of reservations details in the hotel property management system -Records and processes reservations via all channels and ensure response within 24 hours of receipt -Maintains professional confidentiality of VIP and “special guests as directed by Manager -Secure timely, accurate and confidential reservations financial payment information -Attends all training programs as required by the business needs -Achieve performance target (Key Performance Indicator) to ensure that agent’s work supports and furthers the organization's goals -Ensure compliance with all security and safety standards -Ensure every caller directed to the department receives an optimum level of services and care -Liaise with the Sales Department regarding booking of group rooms -Participation in Reservation Self Audits conducted weekly to provide feedback and training opportunities -Maintains up to date knowledge on sales strategies, rates, products, packages, facilities and inventory -Complies with the resort and department cost saving plans and initiatives -Exercises proper selling, up-selling, cross selling and suggestive selling techniques to maximize property revenue -Lifting and carrying of loads weighing up to 30 pounds -Provides Team Leader and Manager with all relevant correspondence for late cancellation and no-show bookings to support the penalty charges -Maintains a comprehensive filing system in the Reservations department -Execute reservation sales from initial inquiry to conversion to confirmation -Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc. -Develop strong local knowledge/ relationships with our local area partners such as Big Sky Resorts and Yellowstone National Park -Provide accurate, appropriate, relevant information about the resort and area attractions -Provide the highest level of guest service (verbal & written) always demonstrating One & Only Joy service standards -Remaining in a stationary position for long periods -Attend briefing and departmental meetings as required -Treats internal and external customers fairly with respect, while developing effective customer networks -Efficiently processing prior-to-arrival guest confirmation correspondence with all required information accurately daily, while duly entering all guest information, including all requests and traces in the system

Requirements

• opera
• synxis
• ms office
• reservations
• 1year
• communication

What You Bring

-Constantly operating a computer and other office productivity machinery -Strong interpersonal skills -Competently use of OOMB property technology such as OPERA PMS, SynXis and Office applications to manage reservations -Knowledge of food and beverage, Wellness and Retail options at OOMB -Demonstrates adaptability and flexibility according to the work demand -Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods -Experienced in using Opera system -Computer proficiency in a Windows environment (Word, Excel, PowerPoint) -Organizational skills -Excellent communication skills, written and oral proficiency in English -Frequent bending, twisting, stooping, reaching, and pulling -Consistently follows the IFH call processing standard and achieve a minimum 85% LQA Reservation Mystery Shop score -A minimum of 1 year experience with Reservations or significant experience of working in contact centre or similar field -Understands and observes the department’s general policies, standards and procedures

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Benefits

-Complimentary transportation to/from resort -14 nights per year at $100/night* at Kerzner Properties worldwide -Uniform provided & complimentary laundering -Medical insurance - 80% of premium paid by employer -5 weeks of PTO (Paid Time Off) -Complimentary meal per shift -Discounts at F&B outlets on property -Dental, vision & life insurance - 100% of premium paid by employer -8 paid holidays -Health Savings Account with $50 employer contribution per pay period -Winter season includes complimentary ski pass to Big Sky Resort based on availability OR $225 reimbursement towards gym membership -Subsidized housing based on availability

About One&Only Resorts

-Founded in 2002 by Sol Kerzner as an ultra-luxury resort brand under Kerzner International. -Renowned for crafting one-off resorts and private homes in captivating global locations. -Operates across nine countries, with new destinations in Greece, Montana, and Antigua. -Focused on bespoke architectural design that reflects local culture and natural environments. -Typical offerings include high-end lodging, immersive cultural experiences, wellness, and adventure. -Standout for purpose-built destinations like One&Only Reethi Rah (Maldives) and private home experiences.

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