Reservation Agent

Job Description

Job Description

Description

Salary starting @ $20.00 - $22.50/hr, depending on experience

We are hiring a full-time, year-round, on-site Reservations Agent.  Are you looking for a rewarding job that still allows you to enjoy Telluride living?  The Mountain Lodge Telluride is looking for a few energetic, detail minded, outgoing and fun-loving people to join our fast-paced Reservations Team. Ready to make a change?  With a job here, you can apply your knowledge and positive attitude to helping our guests and visitors. We offer great pay, ski pass/end of season bonus, benefits, 401(k) with match, PTO, etc.

Purpose of Position:

The Reservation Agent is responsible for handling all guest and owner reservation inquiries in a courteous, professional, and efficient manner at a full-service condominium hotel.  This role ensures accurate booking of accommodations, promotes hotel amenities, maximizes occupancy and revenue, and delivers exceptional service consistent with brand standards.

Essential Job Functions/Responsibilities to include the following. (other duties may be assigned. Management also reserves the right to change or modify position descriptions from time-to-time to meet the needs of the business with or without notice).

• Reservations & Sales

  • Process all reservation requests via phone, email, online platforms, and in person.
  • Accurately input, modify, and cancel reservations using OPERA Property Management System (PMS) .
  • Manage and track leads, inquiries, and follow-ups through the TrackPulse Lead Management System .
  • Promote room upgrades, packages, and hotel amenities to maximize revenue.
  • Provide detailed information about room types, rates, policies, and availability.
  • Maintain thorough knowledge of seasonal rates, promotions, policies and inventory.
  • Follow up on pending reservations and sales opportunities to convert inquiries into confirmed bookings.
  • Assists in selling trip insurance to guests.

• Guest & Owner Relations

  • Respond promptly and professionally to guest and condominium owner inquiries.
  • Coordinate owner bookings in accordance with rental program agreements ins absence of Reservations Manager 
  • Communicate special requests to relevant departments (Housekeeping, Engineering, Front Desk).
  • Handle guest concerns related to reservations with diplomacy and problem-solving skills.
• Administrative Duties
  • Maintain accurate reservation records and documentation within OPERA PMS.
  • Monitor room availability and inventory controls.
  • Update and manage lead status and reporting in TrackPulse.
  • Assist with group blocks and special event reservations when needed. 
  • Prepare daily arrival reports, review booking reports, traces reports and follow up. 
  • Follow up on no-shows, cancellations, and billing discrepancies.

Qualifications:

• High school diploma or equivalent required; hospitality degree preferred.
• 1–2 years of experience in hotel reservations, front desk, or hospitality sales preferred.
• Experience in a condominium or mixed-use hotel environment a plus.
• Proficiency with OPERA Property Management System (PMS) or another PMS helpful but will train
• Experience using TrackPulse Lead Management System or similar CRM/lead tracking platform preferred.
• Strong verbal and written communication skills.
• Excellent customer service and sales abilities.
• Strong attention to detail and organizational skills.
• Ability to multitask in a fast-paced environment.
• Must allow for a flexible schedule, including evenings, weekends, and holidays.

NOTE: This job description is not intended to be all-inclusive and may change from time to time. Employees may perform other related duties as needed based on business needs and management discretion.