Guest Reservations & Experience Specialist

Inns of Aurora Resort & Spa; Town of Aurora (NY); Hybrid; USD 25,000 - 34,000; Full time

Benefits offered by this job

Medical and dental benefits

401(k) program

Employee discount across IOA hotels

Job summary

Inns of Aurora Resort & Spa seeks a Reservationist to secure accommodations, dining, Spa, and resort experiences with a professional and guest-focused approach. You will handle calls and emails, assist with special requests, and act as a brand ambassador to create the perfect stay.

The role requires weekend/evening availability and in-person training with a flexible hybrid work option. Prior hotel reservations experience is preferred, with emphasis on service excellence.

Qualifications

• High school diploma or equivalent.
• Excellent written and verbal communication skills.
• Proficiency with Microsoft Office and ability to work in a multi-system environment.
• Strong interpersonal and customer-service skills.
• Ability to multitask in a fast-paced setting.

Responsibilities

• Secure all resort reservations (accommodations, experiences, and dining) via phone and electronic booking channels.
• Communicate with guests primarily via phone and e-mail, occasionally in person.
• Act as a brand ambassador to curate the guest stay experience.
• Provide back-up support for guest services staff as needed.
• Manage multiple systems simultaneously and leverage technology to increase efficiency.
• Upsell guests to maximize revenue.
• Provide tours to guests if requested.
• Assist Sales Department as needed.
• Maintain knowledge of policies, rates, and availability.

Skills

Written and verbal communication

Microsoft Office

Multi-system environment

Customer service

Interpersonal skills

Judgment

Education

High school degree

Tools

Stay n' Touch PMS

Synxis CRS

Job description

Inns of Aurora Resort & Spa seeks a Reservationist to secure accommodations, dining, Spa, and resort experiences with a professional and guest-focused approach. You will handle calls and emails, assist with special requests, and act as a brand ambassador to create the perfect stay.

The role requires weekend/evening availability and in-person training with a flexible hybrid work option. Prior hotel reservations experience is preferred, with emphasis on service excellence.