Reservations Agent
The Reservations Agent at The Woodlands Resort is expected to make, confirm, and cancel reservations in a pleasant, professional and efficient manner so as to create a positive guest impression and increase resort occupancy. They will monitor inventory, open and close room types and rate levels, and coordinate group bookings and monitor pick-up, in order to assure profitability of the resort. They will assist in maintaining the AAA Four Diamond Standards.
Responsibilities
- Answers incoming guests call professionally
- Books reservations for guests, ensuring accuracy in reservation
- Responsible for reaching budgeted monthly targeted Average Daily Rate(ADR)
- Obtains a low percentage of call abandonment on monthly basis
- Cancels or changes reservations as requested
- Maintains a strong understanding of Sunriver Resort and Central Oregon alike
- Capitalizes on up-selling to maximize night stays and maximizing rates
- Focuses on yield management strategies
- Generates additional interest in all recreation/spa products and utilizes concierge/vacation planner to solicit business
- Responsible for tracking calls that are turn away
- Performs daily duties on the reservations report assignments
- Provides general resort information for guests
- Offers warm and sincere welcome/farewell for all guests of Sunriver Resort including use of guest name & good eye contact with each guest
- Resolves guest problems and is empowered to act in absence of manager
- Makes decision on VIP status and communicates appropriately
- Maintains strong communications with Front Desk, Concierge and Bell service
- Maintains an up to date working knowledge of all resort amenities as well as any special events
Qualifications
- High school diploma or equivalent
- Prior hospitality experience preferred
- At least one year customer service experience required
- Prior inbound calling experience preferred
- Must have excellent phone etiquette
- Must be able to read, write and speak English
- Must have strong computer skills
- Must have strong working knowledge of Microsoft Office programs
- Must always ensure a teamwork environment
- Ability to work a flexible schedule that may include evenings, weekends and holidays
- Must be 18 years or older