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

Berkshirejobs; Hancock (MA); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

401-K Match

Winter season passes

Discounts on rentals and lessons

Job summary

Jiminy Peak Mountain Resort in Massachusetts is seeking a Reservation Agent to handle guest calls, book rooms, and provide resort information.

You will overcome objections, process deposits, and stay informed about promotions and services; weekend/holiday availability is required.

Qualifications

• Weekend and holiday availability is required.
• Knowledge of Jiminy Peak services and amenities.
• Experience handling high-volume phone reservations is preferred.
• Ability to manage deposits and credit card authorizations accurately.

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.
• Processes all email inquiries and messages from Website and third-party sites.
• Manually inputs all extranet reservations into SMS Host and understands commission, cancellation, and deposit policies.

Skills

Telephone etiquette

Customer service

Upselling

Objection handling

Data entry

Tools

SMS Host

SiteMinder Extranet

Job description

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.

Benefits:

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

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.