Booking Specialist

Job Title: Lodging Booking Specialist
Location: Mountain Falls Luxury Motorcoach Resort
Reports to: Director of Hospitality (direct), General Manager (indirect)

Job Overview:

Mountain Falls Resort is seeking a highly motivated and detail-oriented Lodging Booking Specialist to join our team. This role will be responsible for managing guest reservations, coordinating bookings for our variety of lodging options, and ensuring seamless communication between guests and our Rental Director. The Lodging Booking Specialist will work to maintain high levels of guest satisfaction while optimizing booking efficiency and revenue.

Key Responsibilities:

• Reservation Management:
• Process and manage incoming reservations via phone, email, online booking systems, and direct inquiries.
• Accurately input guest information and booking details into our reservation system, ensuring all information is correct.
• Communicate with guests to confirm booking details, including arrival and departure times, special requests, and payment information.
• Handle modifications or cancellations to reservations promptly, ensuring all necessary updates are made to booking records.
• Guest Communication & Service:
• Serve as the main point of contact for guests regarding lodging inquiries and reservation confirmations.
• Provide exceptional customer service, answering questions related to accommodations, amenities, policies, and local attractions.
• Address guest concerns and issues in a professional, courteous manner, collaborating with the Rental Director as necessary.
• Booking Optimization & Revenue Management:
• Work with the Rental Director to ensure bookings are aligned with occupancy targets and maximize revenue through strategic pricing and promotions.
• Help identify opportunities to upsell services or accommodations based on guest needs and preferences.
• Assist with managing rates, availability, and inventory across various booking channels.
• System & Process Management:
• Maintain accurate and up-to-date records of all reservations in the resort’s booking system.
• Monitor room availability and communicate any issues with the Rental Director.
• Run regular reports on booking trends, guest demographics, and occupancy rates to help inform future business decisions.
• Collaboration & Reporting:
• Work closely with the Rental Director to ensure smooth operations, efficient reservation processes, and continuous improvement.
• Assist in tracking and reporting on guest feedback, reservation patterns, and overall guest satisfaction metrics.
• Collaborate with housekeeping and other resort departments to ensure all guest needs are met and accommodations are prepared as requested.

Qualifications:

• Education & Experience:
• High school diploma or equivalent required; Bachelor’s degree in hospitality, business, or a related field preferred.
• Previous experience in lodging, hospitality, or customer service roles, ideally in a resort or vacation rental setting.
• Familiarity with property management systems (PMS) and online booking platforms (e.g., Booking.com, Airbnb, etc.).
• Skills & Abilities:
• Strong organizational and time-management skills, with the ability to handle multiple tasks efficiently.
• Excellent communication skills, both written and verbal, with a focus on customer service and guest relations.
• Detail-oriented with a high level of accuracy in booking and reservation management.
• Ability to handle guest inquiries and issues professionally, ensuring a positive experience for all visitors.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and ability to learn new software quickly.

Personal Attributes:

• Positive, proactive attitude with a passion for delivering exceptional guest experiences.
• Team player who is adaptable and can collaborate effectively with colleagues at all levels.
• Strong problem-solving skills and ability to remain calm under pressure.

Work Environment:

• Fast-paced, dynamic work environment with occasional high volumes during peak seasons.
• Flexibility in working hours, including weekends and holidays as needed.
• Opportunity to work in a scenic, resort-style setting with a focus on outdoor recreation and guest hospitality.

Mountain Falls Resort is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Work Environment:

• This position is based at Mountain Falls Luxury Motorcoach Resort in an outdoor, resort-style setting.
• Flexibility in working hours, including evenings, weekends, and holidays, especially during peak seasons.
• Ability to work in both indoor and outdoor environments and varying weather conditions.

Compensation & Benefits:

· Salary range: $42,000 to $51,000 base potential for incentives (depending upon experience); increase available after initial onboarding and evaluation period

· 401(K) match up to 4%

· Excellent health, vision, and dental benefits

· Paid training and educational opportunities available.

· 3 weeks PTO accrual/year, Paid Sick Leave, and Paid Bereavement

To Apply:
Interested candidates are invited to submit their resume and cover letter outlining their qualifications and interest in the position to Joshua Thomas, Director of Hospitality, via e-mail at joshua@mtn-falls.com. We look forward to meeting you!

Job Type: Full-time

Pay: $42,000.00 - $51,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Schedule:

• Weekends as needed

Ability to Commute:

• Lake Toxaway, NC 28747 (Required)

Ability to Relocate:

• Lake Toxaway, NC 28747: Relocate before starting work (Required)

Work Location: In person

Salary : $42,000 - $51,000