Bilingual Reservations Agent

Key Responsibilities

• Accept and service all incoming inquiries related to room reservations, ski/mountain, waterpark, dining, and other resort services.
• Deliver a customized reservation and customer service experience, using the 4 Keys, to those booking, modifying, or canceling activity reservations.
• Provide detailed information on resort rooms, activities, amenities, and rate packages.
• Offer customized room packages, follow reservation policies, and offer alternate dates for sold-out periods.
• Up-sell according to established guidelines to maximize resort revenue.
• Follow yield management strategies to contribute to optimal revenue.
• Manage multiple media simultaneously – phone, email, reservation system, chat, PMS, website.
• Provide a detailed explanation of guest special requests and cross-reference with other reservations to ensure departments execute guest needs accurately.
• Process cancellations, revisions, and advance deposits; post deposits to guest reservations.
• Balance shift audit and run necessary reports to capture data, deposits, and 3rd party reservations.
• Follow established SOPs, Call Flow Criteria, and resort yield management strategies to maximize revenue per booking.
• Assist guests with billing-related questions, including explaining charges, payments, deposits, refunds, and basic account discrepancies.
• Other duties and projects assigned by leadership.

Qualifications & Requirements

• Must be at least 18 years of age to apply.
• Fully bilingual in Spanish and English (spoken and written) is required.
• Previous customer service, hospitality, sales, or call center experience preferred.
• Enjoys presenting products and services, with a genuine interest in destination travel.
• Optimistic approach with the ability to work well with others in a team environment.
• Superior customer service mindset with strong attention to detail.
• Able to thrive in a high-volume, fast-paced, sales-focused environment while multi-tasking.
• Flexible work schedule, including weekends, evenings and holidays.
• Strong listening, problem-solving, and communication skills (verbal and written).
• Able to make guests feel unique and special by listening, anticipating their needs, and establishing a connection.
• Thrive in a competitive environment that celebrates individual and team successes.
• Able to sit and work at a computer for extended periods.
• Able to use a telephone and other office equipment effectively.
• Able to lift, carry, push, or pull light objects.
• Able to tolerate exposure to busy or noisy work areas.

What's In It For Me

• Complimentary access to Camelbeach, Aquatopia, local amusement parks and more!
• Ski season passes for those working during the winter season.
• Paid Training to gain skills, knowledge, and experience for professional development.
• Not to be missed employee events throughout the season.
• Referral Bonuses – invite your friends to work with you!
• Competitive wages and advancement opportunities.
• Interact with people from all over the world!
• Next day pay, through PayActiv.
• Tuition Reimbursement*
• Medical, dental, vision insurance, 401K*
• Vacation and PTO*
• Full Time status benefits