Reservations Attendant

Job Description

Job Description

  Position Overview:

The Reservation Agent plays a crucial role in managing various reservations throughout the resort, encompassing Rooms, Dining, Spa, and Golf. These agents are proactive in sales, characterized by a friendly and efficient demeanor. Their primary focus is assisting guests in securing suitable accommodations by recommending diverse packages, promoting, and arranging various amenities provided by our resort, and engaging in thoughtful questioning to understand and fulfill the guests' requirements.

About Cote Family Companies:

For over 100 years, this family-owned company has distinguished itself by providing unique, transformative experiences and exceptional memories. Our resorts provide an array of services including accommodations, golf, spa food & beverage, retail, equestrian and conference/event opportunities.  Our camps provide transformational memories that our attendees carry with them forever.   The Cote Family has invested in its current ventures and is poised for further growth.  

COTECares

CoteCares is our “Way of Life”.  We believe in enriching the lives of those within our community and this inspires us to create transformative experiences and exceptional memories.

Our associate journey begins and ends with a positive work environment and experience for our team.  CoteCares is the namesake for our culture, and our commitment to a culture where all associates feel respected, safe, empowered, appreciated, excited, included and a sense of belonging to something extremely special.  Whether it be through community involvement or internally working with each other, CoteCares expresses our world and what we want it to be.  

Career Pathing:

This role is a key position in our operational excellence delivery goals.  The role may advance into a supervisor level position should the incumbent demonstrate sufficient strategic development and enlargement of performance scope.  The successful person will be an advocate of our mission, values, and brand from a Reservations level.

Duties & Responsibilities: 

• Evaluate guest and travel agent needs through phone, email, and text communication channels. Recommend appropriate options to guests and facilitate the confirmation of reservations.
• Answer incoming calls with courtesy, ensuring the efficient resolution of guest inquiries regarding various hotel services and operations.
• Collaborate with colleagues and managers to optimize room revenue, ensuring accurate updating of reservation details in accordance with prescribed operating procedures.
• Liaise with different resort departments to coordinate guest requirements and manage all communication related to bookings.
• Cultivate a positive and professional rapport with guests and other departments, both during phone interactions and in-person conversations.
• Assist in booking and blocking rooms according to established standards, manage special reservations, and oversee the monitoring of all reservations and discounts.
• Uphold compliance with security and safety standards daily. Ensure the optimal utilization of resort software systems and maintain up-to-date knowledge on all room types and their availability. 

Job Requirements:

• Exceptional interpersonal, clear verbal, and written communication skills are a must. Proficiency in a second language is advantageous.
• A sales and revenue-driven mindset coupled with a commitment to hospitality service is essential.
• Strong phone skills are required for effective communication.
• The ability to thrive in an office environment and collaborate seamlessly with the Front Desk and all operational departments is necessary.
• Attention to detail, multitasking proficiency, experience in handling customer service issues, and a team-player mentality are essential qualities for the candidate.
• Flexibility in scheduling is vital; the candidate should be available to work AM/PM shifts, weekends, and holidays.

Education & Experience:

• High school diploma or equivalent (GED) required.
• While previous experience is preferred, we are willing to train the right candidate.
• Proficiency in speaking, reading, writing, and understanding the primary language(s) used in the workplace is essential.
• Strong communication skills, both verbal and written, are a requirement.
• Basic computational ability is necessary for this role. 

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