Reservations Agent

Job Description

Job Description

About Borealis Basecamp

Borealis Basecamp is a northern lights-focused adventure resort in Fairbanks, AK. We provide a unique experience with sky-view igloos for viewing the aurora from the comfort of your bed. 

 

Borealis Basecamp is part of Stellar Collection, a group of leading travel and tourism companies in Alaska. All brands under Stellar Collection share a purpose of creating lifelong memories. We are driven by a passion for sharing the wonder of Alaska with our guests and delivering outstanding customer experiences. We look for opportunities to exceed expectations and provide our guests with memories that they will tell their friends and family about and remember for the rest of their lives.

Position Details

Job Title: Reservationist
Location: Anchorage, AK (Hybrid)
Department: Reservations
Reports To: Reservations Manager 
Employment Type: Full-time Year Round

Job Summary

The Reservationist manages guest bookings from initial inquiry through confirmation, ensuring accuracy, excellent customer service, and compliance with company standards across all channels. This role supports revenue and guest satisfaction by maintaining precise reservation records, monitoring availability across online travel agencies, processing payments, and resolving customer issues.

Success in this role requires strong attention to detail, excellent communication skills, sound judgment, and the ability to work independently or as part of a team in a fast-paced environment.

All team members at Borealis Basecamp are expected to maintain a team-first mindset, assist across departments when needed, and interact professionally with guests and staff.

Key Responsibilities

• Process new reservations, modifications, and cancellations accurately and efficiently
• Audit own work regularly to identify and correct errors before they affect guests or reporting
• Monitor live availability across online travel agencies (OTAs) such as Viator, Expedia, and other partner platforms
• Update inventory and pricing as needed to prevent overbookings and discrepancies
• Respond promptly and professionally to customer inquiries via phone, email, and chat
• Resolve customer service issues, complaints, and special requests with a solutions-focused approach
• Collect and process customer payments securely and accurately
• Handle refunds, adjustments, and billing questions in line with company procedures
• Maintain detailed, accurate records in the reservation system
• Uphold and enforce company policies, procedures, and standards
• Support additional operational needs and perform other duties as assigned

Qualifications

• Strong attention to detail and accuracy
• Excellent written and verbal communication skills
• Ability to multitask and manage priorities in a fast-paced environment
• Comfort with reservation systems, OTAs, and payment platforms
• Problem-solving skills and a customer-first mindset
• Ability to work independently and exercise good judgment
• Ability to communicate clearly and professionally with team members and guests

Preferred Skills

• Prior experience in reservations, hospitality, or customer service
• Familiarity with OTA platforms such as Viator and Expedia
• Experience with payment processing and reconciliation
• Knowledge of Alaska travel and tourism offerings
• Experience working in a hybrid or remote-capable environment

Physical Demands

• Ability to work at a computer workstation for extended periods
• Ability to perform repetitive tasks such as typing and data entry
• Ability to reliably commute to the Anchorage office for the onsite portion of the hybrid schedule

Compensation & Benefits
Rate of Pay: $22/hour 
PTO (per company policy) 
Medical benefits 

Borealis Basecamp Core Values  

Safety | Safety is our #1 priority. We do not compromise when it comes to ensuring the safety of our employees and guests.
Hospitality | Hospitality is more than customer service; it's about building genuine connections that make guests feel valued and welcomed.
Continuous Improvement | We strive to get better every day in everything we do.
Earn Trust | We honor commitments, communicate openly and honestly, and treat each other with respect.
Teamwork | We share responsibility—everyone contributes, and no task is beneath anyone. 

Pre-Employment Requirements

Borealis Basecamp is committed to maintaining a safe and professional work environment. All offers of employment are contingent upon the successful completion of a background check conducted by a third-party provider.

Employees may be subject to drug testing conducted by a third-party provider, including pre-employment, random, reasonable suspicion, and post-incident testing, in accordance with company policy and applicable law.