What are the responsibilities and job description for the Seasonal Reservations Agent position at Camelback Resort?
Job Title: Seasonal Reservation Sales Agent
Department: Call Center
Reports to: Director of Revenue
The Reservation Sales Agent is responsible for handling high call volume, providing detailed information and visual descriptions of the resort experiences to the customers ultimately converting inquiries into bookings. This role is a Revenue/Sales focused position, with a secondary focus on supporting the operations team.
What’s in it for me:
- Complimentary access to Camelbeach, Camelback, Aquatopia, local amusement parks and more Plus, great friends & family perks.
- Paid Training to gain skills, knowledge, and experience for professional development.
- Not to be missed employee events throughout the season.
- Referral Bonuses – invite your friends to work with you!
- Competitive wages and advancement opportunities.
- Interact with people from all over the world!
- Next day pay, through PayActiv.
- Tuition Reimbursement*
- Medical, dental, vision insurance, 401K*
- Vacation and PTO*
*Full-Time status benefits
How I can Create Guests for Life:
- Smile
- Accepts and services all incoming inquiries related to room reservations, ski/mountain, waterpark, dining and all other services offered by Camelback Resort
- Delivers a customized reservation and customer service experience, using the 4 Keys, to those inquiring to book, modify or cancel activity reservations
- Continuous expert knowledge of resort rooms, activities, amenities, rate packages and able to:
- Offer customized room products, packages, ski/mountain, waterpark, dining and all service options
- Make outbound calls to guests who are interested in booking activities with a hotel stay already booked.
- Understand and follow reservation policy pertaining to guarantees, cancellations and no-shows and communicate them clearly to each guest
- Up-sell where possible according to established guidelines to maximize resort optimal revenue opportunity.
- Follow the yield management strategies to contribute to optimal revenue for resort.
- Offer alternate dates for sold-out periods
- Manage multiple media simultaneously – phone, email, reservation system, chat, PMS (property management system), website
Next Level Duties:
- Follow established SOP (standard operations procedures), Call Flow Criteria as well as resort yield management strategies to ensure a maximum revenue per booking whenever possible
- Ensure proper departmental communication and reservation details for all guest special requests with the goal of relevant departments ability to execute and deliver needs of guests upon arrival and throughout their stay -
- Detail each relevant reservation to ensure full explanation of guest special requests
- Cross reference other reservations as appropriate to ensure all departments know of parties traveling together
- Use computer-based system & phone system to:
- Book tickets for activities and group room reservations
- Process cancellations, revisions and information updates on changes
- Other duties and/or projects as assigned from leadership
Is this the job for me:
- Enjoys presentation of products, services and a general interest in destination travel
- Can do positive attitude and works well with others
- Superior customer service mentality
- Strong attention to detail is a must
- Ability to thrive on continuous progress in a high volume, fast pace, sales focused environment
- Ability to multi-task
- Must have some computer proficiency
- Must have some work schedule flexibility
- Strong listening skills
- Makes guests feel unique and special by listening and establishing a connection with the caller, and intuitively anticipating their needs
- Conveys information, both written and verbal, that is clear, precise, and understood by others
- Problem solver who positively influences the decisions of others
- Possesses a hunger to produce superior quality work with a sense of urgency
- Thrives in a competitive environment that celebrates individual and team successes
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 Camelback Resort at any time. Responsibilities are listed as guidelines only and the job is not necessarily limited to these specifications.
