Agent, Reservations (Bozeman, MT)

Description

• Maintains updated knowledge of selling strategies, accommodation rates, packages, facilities, products, and inventory
• Attends all training programs as required
• Liaises with the Sales Department regarding the booking of group rooms
• Secures financial payment information in a timely, accurate, and confidential manner
• Achieves performance targets (Key Performance Indicators) to support the organization's goals
• Maintains a comprehensive filing system in the Reservations Department
• Provides the Team Leader and Manager with all relevant correspondence for late cancellation and no-show bookings to support the penalty charges
• Maintains the confidentiality of VIP guests
• Efficiently processes prior-to-arrival guest confirmation correspondence with all required information accurately daily, while duly entering all guest information, including all requests in the system
• Ensures every caller directed to the department receives an optimum level of service
• Provides accurate, appropriate, and relevant information about the resort, along with area attractions
• Participates in Reservations self-audits that are conducted weekly to surmise training opportunities
• Identifies and anticipates guest needs by asking open-ended questions to obtain all necessary information
• Treats internal and external customers fairly with respect, while developing effective customer networks
• Lifting and carrying of loads weighing up to 30 pounds
• Complies with the resort and department cost-saving plans
• Records and processes reservations via all channels , ensuring a response is provided within 24 hours of receipt
• Executes 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.
• Remaining in a stationary position for long periods
• Exercises proper selling, up-selling, cross-selling and suggestive selling techniques to maximize property revenue
• Attends briefings and meetings as required
• Ensures the accurate input of reservations details in the reservations management system
• Develops a strong knowledge of and relationships with our local area partners, such as Big Sky Resorts and Yellowstone National Park

Requirements

• Must be proficient in applications including Opera and Microsoft Office (Word, Excel, PowerPoint)
• Constantly operating a computer and other office productivity machinery
• Competently uses property technology, such as OPERA PMS, SynXis, and Microsoft Office applications to manage reservations
• A minimum of 1 year of experience with Reservations or significant experience working in contact center
• Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods
• Must be fluent in verbal and written English
• Strong organizational skills
• Excellent communication skills
• Follows the IFH call processing standard, achieving a minimum 85% LQA Reservation Mystery Shop score
• Must be willing to work flexible hours, including weekends and holidays
• Frequent bending, twisting, stooping, reaching, and pulling
• Provides the highest level of guest service (verbal & written), always demonstrating One&Only's service standards
• Demonstrates adaptability and flexibility according to the work demand

Benefits

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

Training + Development

Interview process

Visa Sponsorship

Security clearance