Reservation Specialist

Reservation Specialist

The Reservation Specialist position requires the ability to be a Dodge Ridge Ambassador to all guests either in person or over the telephone. This position also serves as a specialized customer service representative possessing knowledge of all Dodge Ridge Products and the ability to match guest needs and sell products accordingly using our sales system. This position provides our guests with general resort information and fields guest requests to appropriate departments. Successful candidates are organized, enjoy working in a fast paced, changing environment. Applicants must have excellent communication skills, verbal and non-verbal, superior organizational skills and attention to detail. This team-oriented position focuses on providing our guests with excellent customer service.

Job Duties and Responsibilities

This job description is intended as a summary of the primary responsibilities of and the qualifications for the position. The job description is not intended to be inclusive of all duties an individual in the position might be asked to perform or of all the qualifications that may be required now or in the future. We will not ask you to perform a task that is inherently unsafe or that you are not adequately trained to perform. When we do ask for your assistance with any job we expect an enthusiastic and cooperative response.

1. Proactively sell all company products in-person, via phone/email and retrieval of web sales. (i.e. Gift Cards, Season Pass Sales, Locker Sales, Lesson Sales and Team Sales.
2. Answer guest inquiries in a prompt and professional manner.
3. Understand the reservation process from making a reservation, changing, and/or canceling while communicating with the Snowsports Department and being thorough while reconciling to reports.
4. Work with the Marketing Department to gather knowledge of events, weather, promotions, etc.
5. Direct calls to appropriate departments and respond to confidential matters appropriately.
6. Communicates using proper radio communication following company protocol.
7. Ability to use multi-line telephones, copier, scanner, postage, fax and internet tools, Google Docs, Google Sheets, Gmail and POS system.
8. Responsible for balancing cash drawers at the close of each day.

Job Qualifications

• Must enjoy people and be able to deliver great service when answering questions, making reservations and/or selling products. Ability to team with other employees and direct all communications to the appropriate department or Front Desk Supervisor. Have the desire to continually improve your knowledge about the Resort while staying current with changes to the job.
• Courteous, friendly, and enthusiastic toward guests and other employees at all times.
• Possess the ability to read and write legibly and use good composition skills to complete written communication via email; basic mathematical skills
• Ability to move about the resort easily and comfortably through cold weather, ice and snow during a variety of weather conditions.
• Must be 18 years of age or older.
• Must have a High School Diploma
• 1 year experience in a Customer Service Environment is preferred.

Job Attitudes

• Enjoys contact with the public while directing all customer service situations to the appropriate department or Front Desk Supervisor.
• Communication is key with a can-do attitude when training and upgrading knowledge of Front Desk procedures. Reservationists work together as a team and hand off what needs to be completed daily.
• Ability to consistently deliver excellent customer service.
• Courteous, friendly, and enthusiastic toward guests and other employees at all times.
• Possess the ability to read and write legibly and use good composition skills to complete written communication via email; basic mathematical skills
• Knowledgeable of the winter sports area terrain, facilities, products and services is preferred.