What are the responsibilities and job description for the Reservations Agent position at Woodlands Resort?
Overview
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
#WoodlandsResort
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