What are the responsibilities and job description for the Reservation Agent position at Smoky Mountain Resorts?
Reservation Agent
Pay: $16.00 - $18.00 per hour
Who We Are:
Smoky Mountain Resorts is a family-focused, collaborative and goal-driven hospitality resort company. Our Great Smoky Mountains community is significant to us! As a third generation, family-owned, and operated business, we embrace a strong commitment to SMR’s ‘Spirit of Hospitality’ and our Smoky Mountain community.
Purpose:
The Reservation Agent is responsible for carrying out the daily operations in the Reservation department. This includes following all company policies and procedures in accordance with all manuals, achieving department goals, and other duties as assigned by the Reservations Supervisor or Reservations Manager.
Primary Essential Duties & Responsibilities:
Managing the Business:
The Reservation Agent will work 8 hours per shift, 5 or 6 days each week, based on occupancy and staffing demand. Holidays and weekends are affected by peak demand which means all team members must work together during those days to keep our operations running efficiently.
- Book guest reservations for all properties.
- Obtain conversion rate goals by utilizing a superior sales approach.
- Complete Weekly and Monthly inventory and orders as assigned.
- To respond to action items and guest-related items or problems promptly and effectively.
- Adhere to all safety policies and procedures.
- Make guest reservations following all reservation policies and procedures.
- Enroll guests in our loyalty program and be knowledgeable in the program and guest benefits.
- Communicate with reservations managers regarding projects, inventory, ordering, and guest impact items.
- To be aware of industry trends and knowledgeable of the area including events and trends.
- To maintain a culture of legendary service and hospitality.
- To address employee-related items and issues promptly and professionally with a manager in a manner that is consistent with core values.
- Assist with entering, checking, and changing direct bill reservations and third-party reservations as assigned.
- Be knowledgeable of all hotel’s guest policies, amenities, room types, activities, and events.
- Complete TOSHA certification to handle biohazards in compliance with proper training.
- Collaborate with fellow team members to bring energy and fun to the newly created and themed activities space.
- Host a safe and interactive environment that all kids and families can enjoy.
- Maintain the highest level of cleanliness, maintenance, and care throughout property grounds, pool areas, activity areas, common areas, and back of house areas.
- Work with local health department, fire inspector, and other state or local agencies when instructed to maintain compliance at the property.
- Interact with team members and guests in a positive and friendly manner during all shifts, in all situations.
- Knowledge and ability to comply with all company operating policies and procedures.
- Perform other incidental and related duties as required and/or assigned.
Management reserves the right to change, remove or add to these duties as necessary.
Commitment to SMR’s Legendary Service:
- Align with SMR’s promise for guest satisfaction and future hotel stays through leading by example and teaching excellent guest service.
- Actively participate in empowering and encouraging team members to have exceptional guest interactions.
- Personally, demonstrate a commitment to SMR standards by responding to management and team members promptly.
Quality of Work Statement:
- High standard of accuracy in all aspects of the job and other project assignments.
- Maintain strict confidentiality and excellent judgment regarding privileged information.
- Ensure my work areas are safe, organized and maintained.
Personality / Attitude:
- As a professional leader is honest, acts with integrity, follows through on commitments, accepts responsibility for my actions, approaches others in a tactful manner, and reacts well under pressure. Clearly distinguishes between right and wrong.
- Highly motivated, energetic, flexible, cooperative, patient, good listener, friendly, caring, and compassionate.
- Enjoy working with people, training others, and providing excellent guest service.
- Willingness to learn best practices and adapt to procedural changes.
- Contributes to building a positive team spirit, shares expertise and recognizes the accomplishments of others.
- Recognized as a positive influence on others.
- Ability and commitment to work well with other staff.
- Appearance, hygiene, and dress represent the company’s image.
Skills / Knowledge:
- Be in good physical condition and be able to perform indoor and outdoor duties.
- Ability to work in a fast-paced, demanding work environment.
- Maintain a culture of legendary service and hospitality among all team members.
- Ability to communicate effectively and use the English language fluently: speak, understand, read, and write. Adapt Spanish interpretation when necessary.
- Strong organizational skills with excellent attention to detail (ATD).
- Must be able to prioritize, plan, meet deadlines and practice time management skills daily.
- Ability to accept that conflict happens; act to clarify the issue, bring parties together, identify a solution and monitor for resolution.
Physical Requirements:
- Stand and walk for most of the workday.
- Apply physical dexterity with some bending, stretching, reaching, grabbing, holding, and carrying.
- Climb 3-5 flights of stairs, sometimes multiple times per day.
- Lift 40-50 pounds.
Education / Experience:
- High school diploma or equivalent.
- Hospitality experience preferred.
- Must have superior sales ability.
- Effective verbal communication skills.
- Fun and energetic.
- Responsible and timely.
- Ability to work as a team.
- Valid driver’s license and ability to be on company insurance.
- Ability to deal with a diversified workforce.
Benefits:
- Years of Service Getaway (receive a company paid vacation after a year of service)
- 401k with 4% company match
- Health, dental, and vision insurance for $12 per week
- Paid Time Off
- Professional Growth Opportunities
- Tuition Reimbursement
- Employee Discounts
Essential Functions:
Specific vision abilities required for this job include peripheral, distance, close, and depth perception and the ability to adjust vision focus. The employee is regularly required to talk, hear, and sit, use hands to finger, touch, handle, and feel. The employee is frequently required to stand, walk, climb and descend numerous flights of stairs consistently. The employee is required to use hand, arm, and leg to reach, bend, push, pull, stoop, kneel, and crouch. The employee must occasionally lift and move up to 50 pounds daily on their own. Ability to tolerate various temperatures while working outdoors with exposure to high or low temperatures, sun, humidity, chemicals, chlorine and water. Some work will be performed indoors and/or in an indoor office environment. Stand and walk for the majority of the day. This position requires continuous ability to remember information.
Collier Development Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Collier Development Company drives a warm and welcoming culture where ideas and decisions from all people support our efforts to be relevant in an ever-changing world.
Salary : $16 - $18
