2026 Full-Time Year-Round Reservation Agent (2nd Shift)

Jiminy Peak Mountain Resort, LLC; Hancock (MA); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

Health Insurance - Medical/Dental/STD

Paid Time Off

401-K Match

Winter season pass

Free rentals and discounts

Job summary

Jiminy Peak Mountain Resort, LLC is seeking a Reservation Agent for the 2nd shift (3pm–11pm) to handle guest calls, take reservations, and provide accurate information. Weekend and holiday availability is required, with a friendly, detail-oriented approach and familiarity with Springer-Miller systems a plus.

The role includes processing deposits, emails, and site inquiries, with cross-training for Front Desk during peak times.

Qualifications

• Customer service oriented with a polite phone presence.
• Strong written and oral communication skills.
• Organized, self-motivated, and detail oriented.
• Weekend/holiday availability.
• 18 years of age or older.
• Prior sales or customer service experience a plus.

Responsibilities

• Handle incoming calls professionally and efficiently.
• Ask leading questions and suggest options based on information provided.
• Input reservations and deposits accurately.
• Process email inquiries and website messages.
• Cross-train for Front Desk responsibilities during peak times.
• Stay up to date on inventory, rates, and policies to assist guests.
• Provide resort information and directions to guests.

Skills

Spring-Miller

Microsoft Office

Customer service

Communication skills

Detail oriented

Tools

SMS HOST

SiteMinder

Extranet

Job description

FTYR Reservation Agent- 2nd Shift

Available 2nd shift 3pm – 11pm. – Weekend & Holidays

Computer Skills (Springer-Miller a plus), Microsoft applications,

prior customer service background a plus, friendly and outgoing,

good communication skills, detail orientated.

Benefits:

• Health Insurance - Medical/Dental/STD/LTD/Life Insurance
• Paid Time Off
• 401-K Match
• Winter season pass for you and your family
• Free rentals, discounts on lessons, and MORE!!

This position is responsible for making guest reservations, answering telephones, and providing general resort information via the phone to our guests. The primary duty of a reservation’s agent is to rent rooms to prospective guests. The agent must overcome any objections the guest has. Reservation Agents should have knowledge of Jiminy and the different services and amenities we offer. Applicants must be available weekends and holidays.

Duties & Responsibilities:

• Handles incoming calls in a professional, efficient, friendly manner.
• Asks leading questions and makes appropriate suggestions based on information provided.
• Controls the call to minimize time.
• Strives for a personal call conversation rate of 30% or higher.
• Accurately takes reservations describing features as benefits.
• Uses knowledge of Jiminy Peak room inventory and rate specials to overcome rate resistance.
• Completes all advance deposits, credit card authorizations with attention and accuracy.
• Processes all email inquiries and messages from Website and third-party sites.
• Manually inputs all extranet reservations into SMS HOST - is knowledgeable of commission structure, cancellation policy, and deposit policies for each.
• Stays up to date regarding revenue vs. budget and NPS Scores. Strives to achieve business goals.
• Provides information regarding the hotel services.
• Stays up to date regarding groups or events on property using Function book BEO’s and website.
• Utilizes event page in SMS Host for Area happening.
• Utilizes waitlist and communicates with guests if any openings have occurred.
• Provides driving directions and other concierge information to guests.
• Assists in updating inventory/rates on SiteMinder extranet.
• Responds to website inquires and questions via customer engagement messaging software system.
• Applicant will be cross trained for Front Desk responsibilities to assist during periods of high business activity.

Qualifications:

• Customer service oriented and must possess a polite, strong phone presence.
• Strong written and oral communication skills.
• Must be organized, self- motivated, and detail orientated.
• Prior sales or customer service background is a plus.
• Effectively work and collaborate with Team members.
• Strong Computer and typing skills: Spring-Miller is a plus.
• Must be able to work weekends and holidays.
• 18 years of age or older

*This position will report directly to the Reservations Supervisor/and or Front Office Manager*