Reservations Agent - Remote

Paycom - ATS; Breckenridge (CO); Remote; USD 28,000 - 32,000; Full time

Benefits offered by this job

On-site parking

Employee ski pass

Hotel & Dining discounts

Paid Time Off

Health Insurance

Dental Insurance

Vision Insurance

Long-term Disability Insurance

Life Insurance

401k + match

Job summary

Beaver Run Resort & Conference Center in Breckenridge, CO is seeking a Reservations Agent who delivers exceptional guest service from inquiry to booking. You will enter and confirm bookings, upsell packages and resort amenities, and work with multiple departments to ensure accurate information and smooth guest experiences.

We value English proficiency (Spanish preferred), a high school diploma, and 1+ year of hotel reservations or customer service.

Qualifications

• High school diploma or GED or equivalent experience.
• Proficiency in written and spoken English.
• Proficiency in written and spoken Spanish - preferred.
• 1+ years hotel/resort reservations experience - preferred.
• 1+ years customer service experience - preferred.
• Proficiency with Microsoft Office - required.
• Experience with reservations software - preferred.

Responsibilities

• Provide exceptional guest service by assisting callers and online inquiries with accommodations, resort amenities, activities, policies, and local information.
• Guide guests through the reservation process, accurately entering, modifying, and confirming bookings within resort reservation systems.
• Utilize consultative sales techniques to maximize occupancy and revenue by promoting room upgrades, packages, resort amenities, and ancillary products.
• Respond promptly and professionally to high volumes of phone calls, emails, chats, and other guest communications while maintaining service standards.
• Develop a thorough understanding of resort offerings, seasonal promotions, and events to match guest needs with options.
• Resolve guest concerns, reservation discrepancies, and booking-related issues with professionalism and empathy.
• Maintain accurate guest records, reservation details, payment information, and documentation in compliance with company standards and data privacy.
• Collaborate with Front Office, Revenue Management, Sales, Housekeeping, and other departments to ensure accurate information and seamless guest experiences.
• Meet or exceed established performance metrics, including conversion rates, upselling goals, call quality standards, guest satisfaction scores, and productivity targets.
• Participate in ongoing training and stay current on reservation systems, policies, and hospitality industry best practices.

Skills

Customer service

Communication skills

Upselling

Bilingual (English/Spanish)

Education

High school diploma or GED

Tools

Reservation systems

Microsoft Office

Job description

Who We Are:Caring is at the heart of everything we do! Beaver Run Resort & Conference Center is located in Breckenridge, Colorado - the heart of the Colorado Rocky Mountains. Nestled between the mountain and Main Street just a few steps away from the ski slopes in the winter and the hiking trails in the summer. With 40,000 square feet of conference and meeting spaces, Beaver Run is the largest conference center in Breckenridge. We are passionate about providing exceptional guest and employee experiences. If you are service and quality minded and enjoy a fast-paced, dynamic environment, we encourage you to apply to be a part of our team.What You'll Do:The Reservations Agent serves as a key ambassador of Beaver Run Resort & Conference Center, delivering exceptional service to guests throughout the reservation and booking process. As one of the first points of contact for prospective guests, this position is responsible for providing accurate information about resort accommodations, amenities, activities, and services while maximizing revenue opportunities through consultative sales techniques and strategic upselling. The ideal candidate is customer-focused, detail-oriented, and thrives in a fast-paced hospitality environment, balancing guest satisfaction with revenue generation goals. This role requires strong communication skills, proficiency with reservation systems, and the ability to create positive guest experiences from the initial inquiry through booking completion. After completion of onsite training, a hybrid or remote work arrangement may be available. Employment is limited to individuals who reside and work in Colorado and live within a three-hour commute of the property in Breckenridge, CO. Schedule may vary. Availability for weekends and holidays is required.Position range $20.00 - $23.00 DOE + CommissionsDuties/Responsibilities:Provide exceptional guest service in by assisting callers and online inquiries with accommodations, resort amenities, activities, policies, and local area information.Guide guests through the reservation process, accurately entering, modifying, and confirming bookings within resort reservation systems.Utilize consultative sales techniques to maximize occupancy and revenue by promoting room upgrades, packages, resort amenities, and ancillary products.Respond promptly and professionally to high volumes of phone calls, emails, chats, and other guest communications while maintaining service standards.Develop a thorough understanding of resort accommodations, seasonal offerings, promotions, and special events to effectively match guest needs with available options.Resolve guest concerns, reservation discrepancies, and booking-related issues with professionalism, empathy, and a solution-oriented approach.Maintain accurate guest records, reservation details, payment information, and documentation in compliance with company standards and data privacy requirements.Collaborate with Front Office, Revenue Management, Sales, Housekeeping, and other resort departments to ensure accurate information and seamless guest experiences.Meet or exceed established performance metrics, including conversion rates, upselling goals, call quality standards, guest satisfaction scores, and productivity targets.Participate in ongoing training and remain current on reservation systems, products, policies, procedures, and hospitality industry best practices to support continuous improvement and operational excellence.What You'll Bring:High school diploma, GED or equivalent experience - requiredProficiency in written and spoken English - requiredProficiency in written and spoken Spanish - preferred1+ years hotel/resort reservations experience - preferred1+ years customer service experience - preferredProficiency with Microsoft Office - requiredExperience with reservations software - preferredWhat We Offer:Opportunity for bonuses based on performance and time workedOn-site parking steps away from the liftsEmployee ski pass purchasing programHotel + Dining discountsPaid Time OffInsurance:Health InsuranceDental InsuranceVision InsuranceLong-term Disability InsuranceLife InsuranceOptional Life, Disability, etc.401k + matchThis job description is not meant to be an all-inclusive representation of the tasks and duties. Other duties and tasks may be assigned as business dictates.High school diploma, GED or equivalent experience - requiredProficiency in written and spoken English - requiredProficiency in written and spoken Spanish - preferred1+ years hotel/resort reservations experience - preferred1+ years customer service experience - preferredProficiency with Microsoft Office - requiredExperience with reservations software - preferred