Agent, Reservations (Bozeman, MT)

Agent, Reservations (Bozeman, Mt)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn. Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it's our passion.

Job Summary

The Agent, Reservations is responsible for handling all reservation inquiries efficiently while exhibiting professionalism, enthusiasm, and interest. They will generate and optimize revenue by following the selling strategies set by the Sales and Revenue Management teams. They will provide various booking and planning services, including answering guest inquiries, offering itinerary recommendations, and converting reservation inquiries to generated sales. This position is based in Bozeman, Montana.

Key Duties & Responsibilities

• Provides the highest level of guest service (verbal & written), always demonstrating One&Only's service standards
• Executes reservation sales from initial inquiry to conversion to confirmation
• Maintains updated knowledge of selling strategies, accommodation rates, packages, facilities, products, and inventory
• Identifies and anticipates guest needs by asking open-ended questions to obtain all necessary information
• Ensures the accurate input of reservations details in the reservations management system
• Secures financial payment information in a timely, accurate, and confidential manner
• Exercises proper selling, up-selling, cross-selling and suggestive selling techniques to maximize property revenue
• Records and processes reservations via all channels, ensuring a response is provided within 24 hours of receipt
• Maintains the confidentiality of VIP guests
• Competent use of property technology, such as OPERA PMS, SynXis, and Microsoft Office applications to manage reservations
• Efficiently processes prior-to-arrival guest confirmation correspondence with all required information accurately daily, while duly entering all guest information, including all requests in the system
• Ensures every caller directed to the department receives an optimum level of service
• Treats internal and external customers fairly with respect, while developing effective customer networks
• Provides accurate, appropriate, and relevant information about the resort, along with area attractions
• Develops a strong knowledge of and relationships with our local area partners, such as Big Sky Resorts and Yellowstone National Park
• Achieves performance targets (Key Performance Indicators) to support the organization's goals
• Follows the IFH call processing standard, achieving a minimum 85% LQA Reservation Mystery Shop score
• Participates in Reservations self-audits that are conducted weekly to surmise training opportunities
• Liaises with the Sales Department regarding the booking of group rooms
• Inputs group reservations as directed
• Maintains a comprehensive filing system in the Reservations Department
• Provides the Team Leader and Manager with all relevant correspondence for late cancellation and no-show bookings to support the penalty charges
• Attends briefings and meetings as required
• Attends all training programs as required
• Demonstrates adaptability and flexibility according to the work demand
• Complies with the resort and department cost-saving plans
• Performs additional duties as assigned by the Manager, Reservations, or other members of Management

Skills, Experience & Educational Requirements

• A minimum of 1 year of experience with Reservations or significant experience working in contact center
• Must be proficient in applications including Opera and Microsoft Office (Word, Excel, PowerPoint)
• Must be fluent in verbal and written English
• Excellent communication skills
• Strong organizational skills
• Must be willing to work flexible hours, including weekends and holidays

Benefits

• Medical Insurance: 80% Employer-Covered (Full-Time, Year-Round Only)
• Dental, Vision, and Life Insurance: 100% Employer-Covered (Full-Time, Year-Round Only)
• 401(k) Program Participation: 4% Employer Match (Full-Time, Year-Round Only)
• 25 Days of Paid Time Off (Full-Time, Year-Round Only)
• Subsidized Colleague Housing
• Winter Season Pass Program: Ski Pass or Fitness Pass (Subject to Availability)
• Complimentary Transportation
• Complimentary Meals on Shift
• On-Property Discounts Across Food & Beverage, Wellness, and Retail
• Travel Discounts Across Kerzner Properties Worldwide

Physical Requirements

The ideal candidate must be able to perform all physical requirements of the job in a safe manner, with or without reasonable accommodation. Physical requirements include, but are not limited to: Remaining in a stationary position for long periods Constantly operating a computer and other office productivity machinery Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods Frequent bending, twisting, stooping, reaching, and pulling Lifting and carrying of loads weighing up to 30 pounds Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.