Reservations Agent - Hotel Polaris

Responsibilities

• Answer all incoming calls in an attentive, courteous, professional, and efficient manner.
• Create memorable experiences with a warm, welcoming personality that can relate to guests and team members.
• Act as the initial guide for the guest and their experience.
• Book reservations for guests, ensuring accuracy in reservation.
• Obtain a low percentage of call abandonment on monthly basis.
• Cancel or change reservations as requested.
• Utilize the freedom to go beyond to take initiative to resolve guest complaints and create loyalty.
• Capitalize on up-selling to maximize night stays and maximizing rates.
• Responsible for reaching budgeted monthly targeted Average Daily Rate (ADR).
• Generate additional interest in all recreation/spa products and utilizes concierge/vacation planner to solicit business.
• Responsible for tracking all “turn away” calls.
• Perform daily duties on the reservations report assignments.
• Maintain a strong understanding of Hotel Polaris, Air Force Academy, and Colorado Springs general information for guests.
• Maintain strong communications with Front Desk, Concierge, and Bell Service.
• Maintain an up to date working knowledge of all hotel amenities as well as any special events.
• Collaborate with the Sales Department concerning group bookings.

Qualifications

• A high school diploma or equivalent.
• At least one (1) year customer service experience required.
• Experience at a comparable AAA Four Diamond/Four Star hotel and/or resort is highly desired.
• Must be at least 18 years of age or older.
• Flexibility: This position can be remote or we offer a hybrid in-office and work from home environment.
• Ability to work independently with a high degree of accuracy and attention to detail.
• Must have excellent phone etiquette.
• Enjoy multi-tasking at a fast pace while ensuring accuracy and efficiency.
• Must be able to read, write and speak English.
• Must have strong computer skills and working knowledge of Microsoft Office programs.
• Ability to work a flexible schedule that may include evenings, weekends and holidays.

Benefits

• Group medical, dental, vision, life, and disability benefits.
• Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement.
• Colorado Family and Medical Leave Insurance Program (FAMLI).
• An employee assistance program.
• Paid time off/sick time.
• Participation in a 401(k) plan with a company match.
• Complimentary team member meals.
• Complimentary room nights at CoralTree Hospitality managed properties.