Reservationist

Inns of Aurora Resort & Spa; Town of Aurora (NY); Hybride; USD 25 000 - 34 000; Plein temps

Avantages offerts par ce poste

Medical and dental benefits

401(k) program

Employee discount across IOA hotels

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Written and verbal communication

Microsoft Office

Multi-system environment

Customer service

Interpersonal skills

Judgment

Formation

High school degree

Outils

Stay n' Touch PMS

Synxis CRS

Description du poste

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

$18-25 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

Requirements

• 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

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.