Remote Reservations Agent

Truckee; United States; Remote; USD 30,000 - 50,000; Full time

Job summary

An established industry player in the hospitality sector is seeking a Reservations Sales Agent to join their dynamic team. This role involves managing high-volume phone calls, ensuring customer satisfaction, and maximizing revenue through effective sales techniques. With a focus on detail and communication, you will play a vital role in creating exceptional guest experiences. The ideal candidate will have prior customer service experience and a passion for hospitality. Join this innovative resort and be part of a team that values excellence and guest satisfaction.

Benefits

Discounted Ski Pass

Food & Beverage Discounts

Free Rentals on Ski Gear

Discounted Rooms

Employee Assistance Program

Paid Sick Time

401(k) Plan with Company Match

Qualifications

• Prior customer service experience required.
• Excellent phone etiquette and detail-oriented.

Responsibilities

• Answer incoming calls and convert them to bookings.
• Process reservation requests and maintain accurate booking information.
• Resolve guest complaints and maintain communication with teams.

Skills

Customer Service

Phone Etiquette

Detail Orientation

Communication

Sales Skills

Education

High School Diploma or GED

Job description

The Reservations Sales Agent will handle high volume phone calls, manual tracking reports, detailing downloaded reservations from central reservations, and ensuring customer satisfaction.

About Everline Resort & Spa

Located in California’s Olympic Valley, Everline Resort & Spa provides a premier mountain getaway to North Lake Tahoe. The resort offers a year-round destination with ski-in/ski-out access to Palisades Tahoe, a championship golf course, relaxing spa treatments, and a wide range of recreational activities. Our sophisticated lodge environment perfectly complements its rugged surroundings and reflects the spirit of the region.

Our on-site restaurant options include casual dining at Sandy’s Pub, breakfast cuisine at Cascades, a cozy coffeehouse and marketplace at Bearshine Café, delicious Asian-inspired comfort food at the Iron Road Noodle House, and fine dining at Six Peaks Grille. Additional amenities comprise heated swimming pools open year-round, a 150-foot water slide, scenic hiking and biking trails, fly-fishing and cross-country ski centers, and a private ice-skating rink available to guests throughout the winter season.

Everline Resort & Spa takes inspiration from the property's distinct history and experience, paying homage to the historic rail lines that connected throughout the area.

Benefits for CoralTree team members include:

• Discounted Palisades Tahoe Ski Pass
• Food & beverage, retail, and spa discounts
• Free rentals on ski gear, ice skates, Nordic skiing, and golf course access
• Discounted rooms at Hyatt and CoralTree Properties
• Employee assistance program
• Paid sick time
• Participation in a 401(k) plan with company match

Responsibilities

• Answer incoming calls professionally, following resort quality standards, and adhering to the Aspire Reservations Sales Funnel to achieve a 90% or higher score on all sales calls, convert callers to bookings, and generate maximum revenue.
• Process internal reservation requests, callbacks, and emails.
• Input reservations and revisions from direct phone bookings, Reserve (booking engine), and third-party sites into the property management system promptly.
• Provide notes and comments regarding guest stays in the system, noting special needs and requests for smooth registration.
• Ensure accurate booking information is recorded for each reservation according to resort standards.
• Conduct outbound calls to past guests to secure future reservations.
• Resolve guest complaints and requests related to rooms and billing issues.
• Collect and process deposits and final payments for confirmed bookings.
• Maintain strong knowledge of Everline Resort & Spa and North Lake Tahoe.
• Perform daily duties on the reservation checklist.
• Maintain communication with Front Desk, Concierge, and Bell Service teams.
• Stay updated on resort amenities and special events.
• Print reports and traces to audit reservations and ensure guest satisfaction.
• Stay informed about departmental changes and participate in projects and meetings.
• Input rooming lists accurately as per instructions, ensuring correctness in names, billing, dates, and requests.
• Foster positive relationships with travel agents and wholesalers, especially local ones.
• Assist sales department with groups and special offers.
• Additional Duties & Responsibilities:
• Achieve a monthly team sales conversion rate of 50% or higher.
• Offer alternative options when the hotel is fully booked, including waitlists or alternative dates and locations.
• Accurately input source codes and market segments during reservations.
• Maintain a professional, positive, and friendly attitude with colleagues and guests.
• Recognize repeat guests when booking reservations.

Qualifications

• Speak English clearly with poise and confidence, using correct language and a well-modulated voice.
• Listen carefully and understand instructions and safety rules.
• Write professionally with proper grammar and punctuation.
• Effectively promote Everline Resort & Spa to sell rooms.
• Use judgment and knowledge to provide accurate information.
• Analyze and interpret policies.
• Adapt to changing activities and handle interruptions.
• Take responsibility for managing activities.
• Experience, Education, & Licensure:
• Prior customer service experience required.
• Hospitality experience preferred.
• Inbound calling experience preferred.
• Excellent phone etiquette required.
• Highly detail-oriented.
• Flexible schedule including weekends and holidays.
• Passion for creating exceptional guest experiences.
• High School Diploma or GED required.
• Physical Requirements and Working Conditions
• Must be able to walk, talk, see, hear, sit for most of the shift, and lift up to 10 lbs.
• Work environment is indoor with typically low noise levels.