Guest Experience Reservation Specialist

Whitetail Club; McCall (ID); On-site; USD 36,000 - 54,000; Full time

Job summary

Shore Lodge in McCall, Idaho is seeking a friendly Reservation Agent to deliver a positive lodging experience, manage reservations, explain room options, and coordinate with Spa, dining, activities and other departments.

You will handle multiple phone lines, process bookings, check guests in/out, and assist with group reservations while maintaining accuracy and courtesy. Requires 1+ year in front desk or guest services and lodging software experience.

Qualifications

• 1+ year of Forbes/AAA, 3/4 star/diamond service experience in a like property.
• High School Diploma or equivalent education.
• Ability to work varied hours including swing, AM/PM shifts, weekends and holidays.
• Proven superior customer service skills.

Responsibilities

• Answer multiple phone lines and direct calls lodge-wide as necessary.
• Process accurate reservations from incoming calls.
• Register and check-in guests and respond to guest requests regarding resort orientation.
• Interact with Sales Management team members regarding the processing of group business.
• Monitor and maintain group room blocks, rooming lists, and group cutoff dates.
• Accurately complete billings and communicate those charges at the end of the guest’s stay.
• Accommodate special requests whenever possible and facilitate amenity requests.
• Complete and maintain accurate daily reporting.
• Monitor and enter online booking and cancellations.
• Add enhancements/amenities to guests’ stay, book slips, golf tee times, etc.
• Maintain accurate and complete local information regarding the McCall area, hotel, amenities, directions, etc.
• Work in a constantly changing work environment and manage stress levels while dealing with customers.
• Utilize multiple computer software programs simultaneously to process guest stays and schedule activities.
• Comply with unit cash handling, credit, and check cashing policies and procedures.
• Assist dissatisfied guests in both understanding the origin of their discontent and also in the mediation of an acceptable solution.
• Perform other duties and responsibilities as assigned.

Skills

Customer service

Phone communication

Multi-tasking

Attention to detail

Organizational skills

Microsoft Outlook

Lodging software

Education

High School Diploma or equivalent

Tools

Lodging software

Microsoft Outlook

Job description

Shore Lodge in McCall, Idaho is seeking a friendly Reservation Agent to deliver a positive lodging experience, manage reservations, explain room options, and coordinate with Spa, dining, activities and other departments.

You will handle multiple phone lines, process bookings, check guests in/out, and assist with group reservations while maintaining accuracy and courtesy. Requires 1+ year in front desk or guest services and lodging software experience.