Reservations Agent (Whitefish Mountain Resort – not remote)

Reservation Agent

The Central Reservations Agent's objective is to take phone calls, enter reservations into the computer, process associated paperwork, and maintain a high level of accuracy and attention to detail. The Central Reservations office is located in the upper village at Whitefish Mountain Resort. The office is open seven days per week throughout the year; days and hours of operation vary depending upon the season and business demands.

• High school graduate or GED equivalent.

• Experience with reservation systems in a front desk or call center environment preferred.

• Experience in resort reservations or travel service environment; winter resort experience preferred.

• Sales experience preferred.

• Ability to cross-sell resort activities.

• Provide accurate information on lodging and resort services.

• Able to speak clearly and communicate thoroughly with callers over the phone, in person, and via email.

• Must be attentive to detail and value communication across multiple platforms.

• Must be a self-starter and able to work independently with little supervision.

• Must be an efficient multi-tasker.

• Able to type at least 40 WPM and have basic computer operational knowledge and data entry skills.

• Must be detail-oriented.

• Must be able to operate a ten-key calculator and have basic math skills.

• Must be able to adhere to WSI policies, central reservations office procedures, and office safety procedures.

• Have a high level of maturity and ability to work well under stress.

• Deal calmly with guest complaints and work toward quickly finding an agreeable solution.

• Answer phones in a professional and friendly manner and advise callers of lodging options available, as well as upselling callers when appropriate with lift tickets and activities.

• Understand and communicate lodging packages, booking rules, and property specifics.

• Follow the Reservation Sales script and procedures for handling guest calls.

• Perform all necessary data entry of reservations and any guest deposit payments or refunds.

• Communicate efficiently with the accounting department regarding any inconsistencies on reservations.

• Process payments and guest information for reservations made online.

• Send clear communication to guests prior to arrival, including check-in instructions and upselling activities.

• Reconcile payments for customer deposits daily and follow up on any overdue customer deposits.

• Perform printing of various computer-generated daily lists, including printing lift and activity tickets for the Lodging Front Desk.

• Assist the Sales Manager with various sales and marketing projects, including updating property descriptions and updating property photos.

• Input Expedia and other extranet bookings and ensure accuracy by double-checking other reservation agents' work.

• Charge extranet reservations daily.

• Process payments and marketing information for HomeAway and VRBO reservations and send personal communication to these guests after booking.

• Respond to emails and inquiries in the resort's lead management system.

• Moderate physical activity required by handling objects up to 20 pounds frequently and up to 50 pounds occasionally.

• Able to be seated at a desk and computer workstation for extended periods of time daily.

• Ability to stand for hours at a time.

• Job may require working weekends, holidays, and evenings during peak demand times.

• Non-smoking environment.

All team members must be on constant alert for any unsafe conditions and work behaviors. This will involve, but not be limited to, periodic inspections of work and public areas. Follow-up notification will be done to correct the condition or practice at the earliest possible opportunity.

This job description is to be considered a general outline of the duties and responsibilities of this position and is subject to changes and revisions by Winter Sports, Inc. management at any time. Responsibilities are listed as guidelines only and the job is not necessarily limited to these specifications.

Spring/Summer/Fall Hours: 4 10-hour shifts (3 off) Winter: 5 8-hour shifts Full time