Reservations Team Member - PT

WHAT WE ARE LOOKING FOR:

The ideal Reservations Team Member for Bear Creek is a guest service focused individual with the ability to help create a positive, memorable experience for our guests. The successful team member will be able to work with their team as well as individually, have good communication skills, be detail oriented and foster the Bear Creek culture by focusing on our guests. This position will be an important member of the Reservations team as it is often the first interaction a guest has with Bear Creek, as such they greatly impact the guest service expectation throughout their experience. The right person will work with the guest to complete reservation information as well as other departments throughout the resort to ensure that Bear Creek can meet the guest's reservations needs.

WHAT WE EXPECT FROM YOU:

• Answer telephone calls within 3 rings, using correct salutations and telephone etiquette
• Accurately process in reservation system all reservation requests, changes and cancellations received by phone, fax, mail, internally and through corporate reservations center or travel agencies
• Accommodate special requests and designate in system
• Access guest history records to best service guests; maintain accurate information in guest history files
• Maximize rates for all reservations. Verify availability. Suggest alternate dates for sold-out dates
• Promote and sell holiday and other packages to callers requesting reservations on designated dates
• Assist callers with dining room and Spa reservations and amenity orders
• Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller
• Relay accurate information on transportation arrangements from airport to hotel; input and document such requests
• Set up proper billing accounts (i.e., shares with, room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits
• Designate and apply appropriate travel agency commissions
• Initiate deposit refunds for non-group reservations
• Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department
• Create individual files and group masters with designated information for each group booking received from the Sales Department. Update changes received from Sales
• Set up group room blocks in the system. Book group reservations against the room block
• Input group rooming lists
• Monitor group cut-off dates and review with Sales or group contact
• Review group resumes and convey all pertinent information in the system to appropriate personnel
• Process requests for mailing brochures, correspondence and package information
• Compile and maintain information for daily/weekly/monthly reports
• Review status of assignments and any follow-up action with on-coming Agent
• Document maintenance needs on work orders and submit to Manager/Engineering Department
• Assist PBX and Front Desk as assigned

WHAT WE EXPECT FROM ALL BCMR TEAM MEMBERS:

• Acknowledge all guests and respond promptly to their needs, however busy and whatever time of day. Ensure unresolved incidents are reported to Manager/Supervisor
• Familiarity with all hotel services/features and local attractions/activities to respond to guest inquiries accurately
• Contribute to the team's success by accomplishing tasks and assisting with projects as needed
• Maintain knowledge and compliance with departmental policies, service procedures, and standards
• Work as a team member to ensure our guests have the best possible experience
• Understand emergency procedures and be able to apply them when necessary
• Report any incidents, property damage or injuries immediately to Manager/Supervisor
• Attend department meetings and training sessions as necessary
• Other duties as assigned by Manager and/or Supervisor
• Support Southern Management's Mission, Vision, and Values
• Comply with Bear Creek and Southern Management's policies and procedures

QUALIFICATIONS:

• Must be at least 18 years of age
• High School Diploma or equivalent required
• Hospitality Experience as a Reservation Agent, preferred.
• Some college or training in the Hospitality Industry, preferred
• Previous guest relations training preferred
• Availability during peak operating times, i.e.: weekends, holidays and special events

JOB KNOWLEDGE & SKILLS:

• Basic Excel and Word skills
• Basic computer skills with the ability to learn reservations and other software programs
• Excellent interpersonal skills
• Organized and detail oriented
• Ability to work effectively in stressful, high-pressure situations while maintaining composure and guest satisfaction
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
• Excellent written and verbal communication skills
• Compute basic arithmetic and mathematical calculations
• Ability to suggestively sell and up sell suites and hotel packages

PHYSICAL DEMANDS & EVIRONMENTAL CONDITIONS:

PHYSICAL DEMANDS

Physical Demands data elements provide a systematic way of describing the physical activities that an occupation requires of a worker. The assessment of these elements is focused primarily on the physical demands of the job - not the physical capacities of the worker. Physical Demand refers to the level and/or duration of physical exertion generally required to perform occupational tasks (sitting, standing, walking, lifting, carrying, reaching, pushing, and pulling).

• Alternate Sit/Stand or Walk at Will: The ability to alternate between sitting and standing is present when a worker has the flexibility to choose between sitting or standing as needed when this need cannot be accommodated by scheduled breaks and/or lunch period.
• Communicating Verbally: Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly.
• Crouching: Bending body downward and forward by bending legs and spine.
• Far Visual Acuity: Clarity of vision at 20 feet or more. This is not just the ability to see a person or object, but the ability to recognize features as well.
• Hearing Requirements: The ability to hear, understand, and distinguish speech and/or other sounds (e.g., machinery alarms, medical codes/alarms).
  • One-on-one (in person)
  • Group or conference (in person)
  • Telephone
  • Other sounds
• Keyboarding: Entering text or data into a computer or other machine by means of a keyboard. Devices include traditional keyboard, 10 keypad, touch screen and other.
• Kneeling: Bending legs at knees to come to rest on knee(s).
Lifting/Carrying: Lifting is to raise or lower an object from one level to another (includes upward pulling). Carrying is to transport an object
• - usually by holding it in the hands or arms but may occur on the shoulder. Up to 20 pounds
• Near Visual Acuity: Clarity of vision at approximately 20 inches or less (i.e., working with small objects or reading small print), including use of computers.
• Peripheral Vision: Observing an area that can be seen up and down or to right or left while eyes are fixed on a given point.
• Reaching At/Below Shoulder Level: Extending hand and arms from 0 up to 150 degrees in a vertical arc. Reaching requires the straightening and extension of the arm and elbow and the engagement of the shoulder. The elbow does not need to be locked at any time and the arm does not need to remain in a continuously straight position.
• Reaching Overhead: Extending hands and arms in a 150 to 180 degrees vertical arc. Reaching requires the straightening and extension of the arm and elbow and the engagement of the shoulder. The elbow does not need to be locked at any time and the arm does not need to remain in a continuously straight position.
• Sitting: Remaining in a seated position.
• Standing/Walking: Standing is to remain on one's feet in an upright position at a workstation without moving about. Walking is to move about on foot.
• Stooping: Bending the body downward and forward by bending the spine at the waist - requiring full use of the lower extremities and back muscles.

ENVIRONMENTAL CONDITIONS

• Noise Intensity Level: The noise intensity level to which the worker is exposed in the job:
• Quiet
• Moderate
• Loud
• Very Loud
• Indoor / Office Environment