Reservations Specialist - Upsell & Guest Experience

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

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.