Guest Reservations & Concierge Specialist

Twin-Peaks-Lodge-; Colorado; On-site; USD 40,000 - 50,000; Full time

Job summary

Twin Peaks Lodge & Hot Springs in Ouray, Colorado, is seeking a Reservations & Call Center Agent to assist guests with hotel reservations, spa appointments, and ATV rentals. The role requires friendly, professional communication by phone, email, and text, plus accurate data entry and multitasking across several reservation systems.

You will collaborate with hotel management and other departments, follow policy, protect guest information, and promote services.

Qualifications

• Excellent telephone etiquette and customer-service skills.
• Strong verbal and written communication skills.
• Ability to learn and use multiple reservation and scheduling systems.
• Ability to manage several tasks and reservation requests at the same time.
• Strong attention to detail and commitment to accuracy.
• Ability to work evenings, weekends, and holidays as scheduled.
• Reliable transportation and dependable attendance.

Responsibilities

• Answer incoming telephone calls promptly and professionally.
• Assist guests with hotel room availability, rates, packages, policies, amenities, and reservation requirements.
• Create, modify, confirm, and cancel hotel room reservations.
• Schedule, modify, and cancel spa appointments.
• Create and manage ATV rental reservations, including explaining rental requirements, availability, policies, and check-in procedures.
• Process reservation deposits and payments accurately.
• Send reservation confirmations, receipts, waivers, and other required information to guests.
• Review reservation details for accuracy, including guest names, dates, room types, rates, special requests, and payment information.
• Respond to guest questions by telephone, email, text messaging, and other approved communication platforms.
• Explain cancellation policies, resort fees, check-in and check-out procedures, hot springs access, and other property policies.
• Promote available hotel accommodations, spa services, ATV rentals, and other property amenities when appropriate.
• Document guest requests, concerns, and important reservation information in the appropriate system.
• Communicate special requests and operational information to the front desk, spa, housekeeping, maintenance, and other departments.
• Maintain guest confidentiality and protect payment and personal information.
• Assist with guest follow-up, reservation reports, data entry, filing, scanning, and document organization.
• Prepare spreadsheets, correspondence, reports, and other administrative documents as assigned.
• Assist management with group reservations, room blocks, contracts, payment tracking, and other administrative projects.
• Monitor upcoming reservations for missing information, payment requirements, waivers, or special instructions.
• Help resolve guest concerns professionally and refer complex situations to management when necessary.
• Maintain a clean, organized, and professional work area.
• Follow all company policies, procedures, and customer-service standards.
• Perform additional administrative and operational duties as assigned.

Skills

Customer service

Telephone etiquette

Verbal communication

Written communication

Data entry

Organizational skills

Multi-tasking

Confidentiality

Teamwork

Evenings/weekends/holidays scheduling

Education

Bachelor's degree not specified

Tools

Reservation systems

Microsoft Office

Google Workspace

Job description

Twin Peaks Lodge & Hot Springs in Ouray, Colorado, is seeking a Reservations & Call Center Agent to assist guests with hotel reservations, spa appointments, and ATV rentals. The role requires friendly, professional communication by phone, email, and text, plus accurate data entry and multitasking across several reservation systems.

You will collaborate with hotel management and other departments, follow policy, protect guest information, and promote services.