Agent, Reservations (Bozeman, MT)

Job Summary

The Agent, Reservations is responsible for handling all reservation inquiries efficiently while exhibiting professionalism, enthusiasm, and interest. They will generate and optimize revenue by following the selling strategies set by the Sales and Revenue Management teams. They will provide various booking and planning services, including answering guest inquiries, offering itinerary recommendations, and converting reservation inquiries to generated sales.

Key Duties And Responsibilities

• Provides the highest level of guest service (verbal & written), always demonstrating One&Only's service standards
• Executes reservation sales from initial inquiry to conversion to confirmation
• Maintains updated knowledge of selling strategies, accommodation rates, packages, facilities, products, and inventory
• Identifies and anticipates guest needs by asking open-ended questions to obtain all necessary information
• Ensures the accurate input of reservations details in the reservations management system
• Secures financial payment information in a timely, accurate, and confidential manner
• Exercises proper selling, up-selling, cross-selling and suggestive selling techniques to maximize property revenue
• Records and processes reservations via all channels, ensuring a response is provided within 24 hours of receipt
• Secures VIP guests' confidentiality
• Competently uses property technology, such as OPERA PMS, SynXis, and Microsoft Office applications to manage reservations
• 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
• Treats internal and external customers fairly with respect, while developing effective customer networks
• Develops a strong knowledge of and relationships with our local area partners, such as Big Sky Resorts and Yellowstone National Park
• Achieves performance targets (Key Performance Indicators) to support the organization's goals
• Follows the IFH call processing standard, achieving a minimum 85% LQA Reservation Mystery Shop score
• Participates in Reservations self-audits that are conducted weekly to surmise training opportunities
• Liaises with the Sales Department regarding the booking of group rooms
• 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
• Attends briefings and meetings as required
• Attends all training programs as required
• Demonstrates adaptability and flexibility according to the work demand
• Complies with the resort and department cost-saving plans
• Performs additional duties as assigned by the Manager, Reservations, or other members of Management

Skills, Experience & Educational Requirements

• A minimum of 1 year of experience with Reservations or significant experience working in contact center
• Fluent in verbal and written English
• Excellent communication skills
• Strong organizational skills
• Proficient in applications including Opera and Microsoft Office (Word, Excel, PowerPoint)
• Willingness to work flexible hours, including weekends and holidays

Benefits

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

Physical Requirements

• The ideal candidate must be able to perform all physical requirements of the job in a safe manner, with or without reasonable accommodation.
• Physical requirements include, but are not limited to:
• Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods
• Frequent bending, twisting, stooping, reaching, and pulling
• Lifting and carrying of loads weighing up to 30 pounds
• Remaining in a stationary position for long periods
• Constantly operating a computer and other office productivity machinery
• Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.