Reservationist

Inns of Aurora; Aurora (IL); On-site; Full time

Job summary

A leading resort is seeking a Reservationist to ensure a seamless experience for guests by securing accommodations, dining, and spa reservations. The ideal candidate will have a high school education, excellent communication skills, and prior experience in hotel operations. Weekend and evening availability is required, alongside a dedication to exemplary customer service.

Benefits

Competitive medical and dental benefits

Generous paid time off packages

401K program and supplementary benefits

Highly competitive employee discount

Qualifications

• Knowledge of high-touch operations and service requirements.
• Ability to work independently and exercise excellent judgement.
• Flexibility with schedules, including evenings and weekends.

Responsibilities

• Manage resort reservations through phone and electronic channels.
• Communicate with guests to secure reservations and assist with inquiries.
• Act as a brand ambassador for the guest experience.

Skills

Excellent written and verbal communication skills

Customer service

Multi-tasking

Interpersonal skills

Proficiency in Microsoft Office

Education

High school degree

Tools

Stay n' Touch PMS

Synxis CRS

Job description

$18-22 hourly depending on experience

INNS OF AURORA, LLC CORE VALUES:

While our employees’ skill-sets vary greatly from position to position, our core set of values remain the same. As an Inns of Aurora, LLC employee, learning and exemplifying these characteristics is a key part to your success. All Inns of Aurora employees are expected to demonstrate the following characteristics as defined in the Inns of Aurora, LLC handbook:

• Courage

• Initiative

• Dependability

• Flexibility

• Integrity

• Judgment

• Respect for others

Position Purpose:

Under the direction of the Reservation Manager, the Reservationist will provide a seamless guest experience by securing accommodation, dining, Spa, and resort experience reservations with a professional and approachable demeanor.

**Weekend and Evening Availability is Required**

Responsibilities/Duties/Functions/Tasks:

• Secure all resort reservations (accommodations, experiences, and dining) via phone and electronic booking channels.
• using available resources to accommodate guest requests within parameters
• Communicate with guests primarily via phone and e-mail, occasionally in person.
• Act as a brand ambassador to curate "the perfect stay" for each and every guest
• Provide back-up support for guest services staff members, as needed.
• Ability to manage multiple systems simultaneously, leverage technology to increase efficiency and drive productivity
• Strategically up-sell guests to maximize revenue
• Provide tours to guests, if requested
• Provide support for Sales Department
• Maintain an approachable, knowledgeable, and accommodating attitude
• Answer general inquiries and direct phone calls to their appropriate departments
• Handle guest complaints with empathy and work to bring resolution to issues with little direct support from supervisor
• Maintain knowledge of current area events, activities, and hours of operation
• Maintain knowledge of guest policies, room rates, and availability
• Other duties, as assigned

• High school degree
• Comfortable working in a highly technical, multi-system driven environment
• Knowledge of high-touch operations and service requirements
• Ability to work independently and exercise excellent judgement
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office programs and strong computer literacy
• Ability to multi-task effectively under fast-paced working conditions
• Must demonstrate a professional demeanor and possess highly developed interpersonal skills
• Flexibility with hourly schedules, including weekend, holiday and evening availability

PREFERENCES

• Prior experience in hotel operations/ reservations
• Experience working with Stay n' Touch PMS and Synxis CRS
• Specialized historical knowledge of Cayuga County
• Extensive knowledge of arts, culture, viniculture, agriculture, and history of the Finger Lakes and Inn

• Familiarity with IOA properties

We are proud to offer outstanding benefits to all of our employees.

Full-time employees, those working 30 hours per week or more on average, are offered competitive medical and dental benefits, as well as generous paid time off packages.

Full-time and part-time employees are eligible to participate in our 401K program and supplementary benefits.

We are proud to offer all of our employees a highly competitive employee discount at all of our lodging and dining properties.