Reservation Agent - 2nd Shift

Jiminy Peak Mountain Resort, LLC; Hancock (MA); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Health Insurance

Medical/Dental/STD/LTD/Life Insurance

Paid Time Off

401-K Match

Winter season pass for you and your f­

Free rentals, discounts on lessons, &

Job summary

Jiminy Peak Mountain Resort, LLC is seeking a FTYR Reservation Agent for the 2nd shift (3pm–11pm) on-site in Massachusetts. You will handle incoming calls, take reservations, and provide friendly, accurate guest service while using room inventory knowledge and rate specials to overcome objections.

Responsibilities include processing emails and website inquiries, entering extranet reservations, and cross-training for Front Desk coverage during peak periods.

Qualifications

• Customer service oriented with polite phone presence.
• Strong written and oral communication skills.
• Organized, self-motivated, and detail oriented.
• Prior sales or customer service background is a plus.
• Able to work weekends and holidays.
• 18 years of age or older.

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.

Skills

Customer service

Phone skills

Communication skills

Detail oriented

Self-motivated

Team collaboration

Microsoft applications

Tools

SMS Host

Spring-Miller

Job description

FTYR Reservation Agent- 2nd Shift

Available 2nd shift 3pm - 11pm. Weekend & Holidays Computer Skills (Springer-Miller a plus), Microsoft applications, prior customer service background a plus, friendly and outgoing, good communication skills, detail orientated.

Benefits

• Health Insurance
• Medical/Dental/STD/LTD/Life Insurance
• Paid Time Off
• 401-K Match
• Winter season pass 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.

Qualifications:

• Customer service oriented and must possess a polite, strong phone presence.
• Strong written and oral communication skills.
• Must be organized, self- motivated, and detail orientated.
• Prior sales or customer service background is a plus.
• Effectively work and collaborate with Team members.
• Strong Computer and typing skills: Spring-Miller is a plus.
• Must be able to work weekends and holidays.
• 18 years of age or older.

*This position will report directly to the Reservations Supervisor/and or Front Office Manager*