Reservation Agent - Aspen Hospitality

Aspen Hospitality, a division of Aspen One, develops, owns, and operates luxury and upper-scale hotels, private clubs, and branded residential properties under The Nell and Limelight brands, including The Little Nell in Aspen, Limelight hotels across Colorado and beyond, and mountain clubs in Aspen, Snowmass, and Mammoth Lakes.

About the role

The Reservation Agent provides timely and accurate service to potential guests making reservation inquiries for Limelight and The Little Nell properties. This hybrid role can be based in Basalt, Boulder, or Denver, CO.

Responsibilities

• Answer inbound guest calls with expert product knowledge and exceptional service standards
• Maintain a professional demeanor while delivering high-caliber guest service at every touchpoint
• Support daily operations of the reservations office in accordance with workload and business demands
• Utilize available resources and systems to research and resolve reservation inquiries and guest concerns
• Qualify callers by asking targeted questions to understand their lodging preferences and needs
• Close each call by confirming the booking or capturing the caller's contact information for follow-up
• Drive sales conversions while communicating guest needs to elevate the overall guest experience
• Send confirmation emails and relevant information for completed reservations or guest inquiries
• Respond to all guest inquiries, whether by phone or email, within 24 hours
• Uphold and maintain service standards consistent with Forbes Five-Star and AAA Five-Diamond recognition
• Accurately complete bookings for all market segments, including groups, travel agents, and corporate partners
• Coordinate communication between appropriate departments to troubleshoot and resolve issues
• Promptly notify management of guest comments or complaints to ensure timely resolution
• Complete additional tasks and projects assigned by leadership, and provide support to other departments as business needs require

Requirements

• Two-year college degree preferred
• Previous hotel reservation experience preferred; phone sales experience a plus
• Ability to create an environment of trust
• Ability to multitask, prioritize, and delegate
• Competent with computer programs such as Microsoft Office
• Ability to work with people of all levels with professional presentation
• Familiar with all policies and procedures for the Reservation Department
• Ability to foster teamwork and collaboration among various departments
• Ability to maintain composure in stressful situations
• Willingness and ability to accept and apply feedback
• Proven ability to make sound decisions
• Ability to manage workload with a high degree of independence
• Ability to foster a high level of collaboration across all levels of the organization

Work Environment & Physical Demands

• Ability to stand, type, and sit at a desk/computer for most of the work shift executing repetitive movements
• No adverse or hazardous conditions
• Preferred ability to occasionally lift, push, or pull 25 lbs. individually or with assistance

Benefits

• Health, Dental, and Vision Insurance Programs
• Flexible Spending Account Programs
• Life Insurance Programs
• Paid Time Off Programs
• Paid Leave Programs
• 401(k) Savings Plan
• Employee Ski Pass and Dependent Ski Passes
• Other company perks