Agent, Reservations (Bozeman, MT)

Kerzner International; Big Sky (MT); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical Insurance 80% employer-covered

Dental, Vision, and Life Insurance 100

401(k) Plan with 4% match

25 Days Paid Time Off

Winter Season Pass or Fitness Pass

Complimentary Transportation

Complimentary Meals on Shift

On-Property Discounts

Job summary

Kerzner International is seeking an Agent, Reservations for Bozeman, MT. The role involves handling guest inquiries, converting inquiries to bookings, and delivering exceptional service using Opera and Microsoft Office.

The position requires at least 1 year in Reservations or a contact center, fluency in English, and strong organizational skills. Weekend and holiday shifts are possible as part of full-time coverage.

Qualifications

• A minimum of 1 year of experience with Reservations or contact center experience.
• Must be proficient in Opera and Microsoft Office applications.
• Must be fluent in verbal and written English.
• Strong organizational skills and attention to detail.
• Willing to work flexible hours, including weekends and holidays.

Responsibilities

• Provide high level guest service via verbal and written communication.
• Handle reservation inquiries from initial inquiry to confirmation.
• Input reservations accurately in the reservations system and maintain records.

Skills

English fluency

Organization

Customer service

Tools

Opera

Microsoft Office

Job description

Agent, Reservations (Bozeman, MT)
( 20891 )

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn.

Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it's our passion.

Job Summary

The Agent, Reservations is responsible for handling all reservation inquiries efficiently while exhibiting professionalism, ethusiasm, and interest. They will generate and optimize revenue by following the selling strategies set by the Sales and Revenue Management teams. They will provide various booking and planning services, including answering guest inquiries, offering itinerary recommendations, and converting reservation inquiries to generated sales.

This position is based in Bozeman, Montana.

Key Duties & Responsibilities

Provides the highest level of guest service (verbal & written), always demonstrating One&Only's service standards

Executes reservation sales from initial inquiry to conversion to confirmation

Maintains updated knowledge of selling strategies, accommodation rates, packages, facilities, products, and inventory

Identifies and anticipates guest needs by asking open-ended questions to obtain all necessary information

Ensures the accurate input of reservations details in the reservations management system

Secures financial payment information in a timely, accurate, and confidential manner

Exercises proper selling, up-selling, cross-selling and suggestive selling techniques to maximize property revenue

Records and processes reservations via all channels , ensuring a response is provided within 24 hours of receipt

Maintains the confidentiality of VIP guests

Competently uses property technology, such as OPERA PMS, SynXis, and Microsoft Office applications to manage reservations

Efficiently processes prior-to-arrival guest confirmation correspondence with all required information accurately daily, while duly entering all guest information, including all requests in the system

Ensures every caller directed to the department receives an optimum level of service

Treats internal and external customers fairly with respect, while developing effective customer networks

Provides accurate, appropriate, and relevant information about the resort, along with area attractions

Develops a strong knowledge of and relationships with our local area partners, such as Big Sky Resorts and Yellowstone National Park

Achieves performance targets (Key Performance Indicators) to support the organization's goals

Follows the IFH call processing standard, achieving a minimum 85% LQA Reservation Mystery Shop score

Participates in Reservations self-audits that are conducted weekly to surmise training opportunities

Liaises with the Sales Department regarding the booking of group rooms

Inputs group reservations as directed

Maintains a comprehensive filing system in the Reservations Department

Provides the Team Leader and Manager with all relevant correspondence for late cancellation and no-show bookings to support the penalty charges

Attends briefings and meetings as required

Attends all training programs as required

Demonstrates adaptability and flexibility according to the work demand

Complies with the resort and department cost-saving plans

Performs additional duties as assigned by the Manager, Reservations, or other members of Management

Skills, Experience & Educational Requirements

A minimum of 1 year of experience with Reservations or significant experience working in contact center

• Must be proficient in applications including Opera and Microsoft Office (Word, Excel, PowerPoint)
• Must be fluent in verbal and written English
• Strong organizational skills

Must be willing to work flexible hours, including weekends and holidays

• Medical Insurance: 80% Employer-Covered (Full-Time, Year-Round Only)
• Dental, Vision, and Life Insurance: 100% Employer-Covered (Full-Time, Year-Round Only)
• 401(k) Program Participation: 4% Employer Match (Full-Time, Year-Round Only)
• 25 Days of Paid Time Off (Full-Time, Year-Round Only)
• Winter Season Pass Program: Ski Pass or Fitness Pass (Subject to Availability)
• Complimentary Transportation
• Complimentary Meals on Shift
• On-Property Discounts Across Food & Beverage, Wellness, and Retail

Physical Requirements

The ideal candidate must be able to perform all physical requirements of the job in a safe manner, with or without reasonable accommodation. Physical requirements include, but are not limited to:

• Remaining in a stationary position for long periods
• Constantly operating a computer and other office productivity machinery
• Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods
• Frequent bending, twisting, stooping, reaching, and pulling
• Lifting and carrying of loads weighing up to 30 pounds
• Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.