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Reservations Agent

Company: Garden of the Gods Club
Location: Colorado Springs
Posted on: May 3, 2021

Job Description:

Position Purpose & Summary

Reporting to Director of Front Office, the Reservations Agent will take incoming reservations inquiries via email, social media and phone with efficiency and professionalism, be able to make reservations, cancellations and answer questions on rates, hotel facilities, services and special promotions.

Essential Functions:

  • Have knowledge of entire Reservation procedure according to property procedures.
  • Handle incoming reservations calls to the property and answer calls promptly by the third ring and in a courteous manner.
  • Responsible for hotel group call-in reservations, member reservations and casita owner reservations.
  • Knowledgeable in hotel and guest room facilities/services.
  • Knowledgeable in hotel room rates and selling strategies.
  • Have awareness of the credit policy of the resort, how to credit and bill reservations and how to explain hotel bills and charges.
  • Review reservations booked daily, including no shows and cancellations.
  • Process all transmissions of reservations, changes and cancellations from all sources, telephone, mail, in person, ect.
  • Ensure rates, market codes, and market segments are correct.
  • Adds alerts and comments to reservation that are necessary to ensure all guest needs are met.
  • Blocks Cottage and Casita reservations to assure maximum opportunity to sell three-bedroom units.
  • Assists front Desk in taking reservations for hotel outlets and services.
  • Review arrival report daily.
  • Understand the property's policy on guaranteed and no-show reservations and cancellation policy and communicates to guests and members.
  • Follows up on tentative bookings and update reservation status.
  • Ensures that proper telephone manners are always maintained, treating every guest with courtesy and respect in a warm friendly manner and addressing the guest by name.
  • Assist in Front desk agent duties and PBX incoming calls and resort reservations.
  • Deliver "I Am Proud" service standards and department-specific signature touch points.
  • Establish cross-departmental channels of communication among teammates that are consistent and complete.

Additional Duties and Responsibilities:

  • Greet every guest, member, and team member with "I Am Proud" standards and set a positive tone for every interaction.
  • Provide extraordinary service that is "Enriching by Nature."
  • Embrace, embody, demonstrate, and encourage wellness and the STRATA virtues through interactions, performance, and commitments.
  • Uphold the Garden of the Gods Resort and Club's brand, culture, vision, mission, and values.
  • Be empowered to make things go right if they go wrong.
  • Give the guest/member a fond farewell.
  • Address feedback by utilizing the LEARN Model.
  • Demonstrate a professional appearance and be attentive to what matters most.
  • Comply with company policies and procedures.
  • Observe and adhere to safety guidelines.

Marginal Functions:

  • Perform other duties as assigned.
  • Interface positively with other departments, offering assistance when needed.
  • Displays care in use of equipment and maintains an organized and professional work environment.

Position Requirements:


Minimum Knowledge & Skills:

  • Must have basic knowledge of Microsoft Word and Excel.

Formal Education and Job-Related Experience:

  • This position requires a minimum formal education of a high school diploma. Some experience with Opera property management system, though not required, would beneficial.

License, Registration, and/or Certification Required:

  • Valid Drivers License required

External and Internal Personal Contact:


Communications:

  • Daily Communicate with front desk agents, concierge, valet, Sales and Catering and housekeeping regarding reservations needs
  • Weekly Communicate with Concierge, front office and Sales departments to ensure upcoming reservations needs are communicated
  • Occasionally Participate in one-on-one coaching sessions.

Teamwork and Collaboration: This position requires continuous teamwork as well as internal and cross-departmental communication.


Additional Licenses and/or Certifications Required:


YES

NO

Valid Driver's License

X

CPR Certification

X

Food Protection Manager Certification

X

Food Handler Certification

X

Alcohol Server/Seller Certification

X


Position Analysis/Specifications:


N/A

(Not Applicable)

OCCASIONAL

FREQUENTLY

Sitting

X

Standing

X

Walking

X

Bending Over

X

Crawling

X

Reaching

X

Crouching

X

Kneeling

X

Balancing

X

Pushing / Pulling

X

Lifting / Carrying:

10 lbs. or less

X

11 to 25 lbs.

X

26 to 50 lbs.

X

51 to 70 lbs.

X

Manual Dexterity

X

Fine Motor Skills

X

Gross Motor Skills

X

Eye / Hand Coordination

X

Near Vision

X

Far Vision

X

Color Recognition

X

Hearing

X

Environmental Factors:

Environmental factors may include indoor setting with overhead lighting and comfortable ventilation. Significant portions (more than 50%) of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations. May occasionally be called upon to work in all areas of the property, both inside and outside, possibly in inclement weather.

YES

NO

Working Outside

X

Working Inside

X

Working Alone

X

Working Closely with Others

X

Excessive Cold / Heat

X

Excessive Humidity / Dampness

X

Noise / Vibrations

X

Working Above Ground

X

Working Below Ground

X

Working with Chemicals / Detergents / Cleaners

X

Working Around Fumes / Smoke / Gas

X

Walking on Uneven Surfaces

X

Operating Motorized Equipment or Vehicles

X

Working Around/Near Machinery/Motorized Equipment

X

Climbing on Scaffolds or Ladders

X

Continuous use with a Computer and Keyboard

X



Job Posted by ApplicantPro

Keywords: Garden of the Gods Club, Colorado Springs , Reservations Agent, Other , Colorado Springs, Colorado

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