Reservations Agent

Overview

Join the team at Sunriver Resort as a Reservation Sales Agent, where you’ll play a key role in creating exceptional guest experiences from the very first interaction. If you have strong communication skills, a passion for hospitality, and enjoy helping others plan their perfect getaway, we’d love to hear from you!The Reservations Sales Agent 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.

The Reservations Sales Agent will always conduct themselves in a manner which supports the Core Values of Sunriver Resort: Trust, Commitment, and Open and Honest Communication. They shall strive to provide exceptional service to both internal and external guests at all and for exemplifying the Sunriver Resort Culture as well as promoting Sunriver Resort as both the Destination and Employer of Choice!

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
• Interacts with resort staff in a professional manner, assisting other departments with necessary information
• Up sells other resort services and amenities to guests
• Always maintains a professional demeanor and attitude
• Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons). Reports all safety incidents to on-duty supervisor.
• Acts with responsibility towards all company property, supplies and equipment
• Maintains a professional appearance. Follows all Sunriver Resort dress code standards.
• Remains alert, courteous and helpful to the guests and colleagues at all times
• Performs other duties as assigned

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 have strong computer skills
• Must have strong working knowledge of Microsoft Office programs
• Must be able to work well under pressure
• Must be able to accurately follow instructions, both verbally and written
• Must be highly detailed orientated
• Must be able to work in a fast paced environment
• Ability to work a flexible schedule that may include evenings, weekends and holidays
• Must have the ability to deal effectively and interact well with the guests and associates
• Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
• Must have a passion for creating an exceptional experience for all guests
• Must be able to sit for long periods of time