Central Reservations Agent - Year Round

About the role

Receive incoming calls for people interested in staying at Solitude Mountain Resort. Provide friendly and efficient service, helping guests find the right accommodations to fit their needs, suggesting different packages or amenities that the facility offers, and asking questions to help determine the best fit for the guest.

Responsibilities

• Assist guests with reservations resort-wide.
• Consistently offer professional, friendly, and engaging service.
• Handle guest questions and complaints.
• Demonstrate knowledge of room types, locations, and layouts.
• Answer incoming calls and respond to email inquiries in a timely manner.
• Process reservations by phone, email, extranet, and referrals.
• Monitor and process advance deposit requirements.
• Ensure reservation accuracy and immediate resolution of any reservation issues or discrepancies.
• Promote travel insurance.
• Understand deposit policies, cancellations, and no-shows.
• Assist guests with website navigation.
• Maintain extranet inventory and availability as needed or assigned.
• Follow department policies, procedures, and service standards.
• Perform other duties as assigned.

Requirements

• Ability to communicate clearly and listen effectively.
• Professional, people-oriented demeanor.
• Problem-solving skills and initiative to find solutions without assistance from management.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Attention to detail and follow-through.
• Ability to multitask and stay organized.
• Basic computer proficiency and data entry experience.
• Call center experience or experience in sales is a plus.
• Dedicated to delivering the highest level of customer service.
• Able to work varied shifts including weekends and holidays.

Benefits

• Access to select Alterra Mountain Company Destinations.
• Free Solitude season pass for you and eligible dependents.
• Discounts on Solitude lift tickets for friends and family.
• Discounts on food, rentals, retail, and lessons.
• Comprehensive medical, dental, vision, and life insurance for eligible employees.
• Pro deals with outdoor brands.
• Generous 401(k) plan with company match.
• Free counseling service through Employee Assistance Program.