Reservationist

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

Job summary

Inns of Aurora is seeking a Reservationist to secure accommodations, dining, Spa, and resort experiences. The role requires weekend and evening availability and offers a hybrid work model with in-person training.

You will handle reservations via phone and email, act as a brand ambassador, and collaborate with guest services to ensure a seamless guest stay. Strong communication and multi-system proficiency are essential.

Qualifications

• High school diploma required.
• Comfortable in a multi-system, tech-driven environment.
• Excellent written and verbal communication skills.
• Ability to work independently with good judgement.
• Weekend and evening availability required.

Responsibilities

• Secure all resort reservations via phone and online channels.
• Communicate with guests by phone and email, sometimes in person.
• Act as brand ambassador to curate “the perfect stay” for guests.
• Provide back-up support for guest services staff.
• Upsell guests to maximize revenue.
• Answer general inquiries and direct calls to the right departments.
• Stay informed on area events, attractions, and IOA policies.

Skills

Verbal communication

Written communication

Microsoft Office

Multitasking

Customer service

Interpersonal skills

Education

High school diploma

Tools

Stay n' Touch PMS

Synxis CRS

Job description

$18-25 hourly depending on experience

*This position does have the option to be a hybrid position but does require in person training*

INNS OF AURORA, LLC CORE VALUES

• 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

Benefits

• 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.