WP-8-1 Reservationist

Wisp Resort; McHenry (MD); On-site; USD 26,000 - 38,000; Full time

Job summary

Wisp Resort in McHenry, MD is seeking a Central Reservations Agent to serve as the first contact for guests, handling reservations for lodging and activities with accuracy and a friendly, solution‑oriented approach.

You will work in a fast-paced, 24/7 environment, using NAVIS and other office software to manage bookings, coordinate with departments, and ensure every guest leaves with a positive impression.

Qualifications

• High School diploma or equivalent.
• Basic English.
• Excellent communication and interpersonal skills.
• Previous call center experience preferred.
• NAVIS certification preferred.

Responsibilities

• Process reservations, modifications and cancellations within the allowable policies for hotel rooms and activities.
• Update and maintain resort information to ensure accurate responses to guest questions.
• Communicate with guests via phone and email in a friendly, professional manner.
• Operate NAVIS, Siriusware POS and Microsoft Office programs.

Skills

Communication

Call center

Attention to detail

Basic English

Education

High School diploma or equivalent

Tools

NAVIS

Siriusware POS

Ezlinks Golf Program

Agylisis

Microsoft Word

Excel

Microsoft Access

Microsoft Outlook

Job description

Position Summary: Reserve lodging and various activities for Wisp Resort and other affiliated activities in a way that positively affects the guest’s perception or visit experience. Central Reservationists are the first contact most guests will have with the Resort, so they need to be friendly and outgoing, enjoy working with the public with good communication skills and able to deal with all types of personalities. Requires a high level of attention to detail.Essential Duties & Responsibilities:Wisp Resort is a four-season ski, golf and recreational destination resort. Because of the nature of the resort business, employees may be asked to perform other duties outside of the job description. Also, hours of operation are 24/7 including weekends and holidays.Specific Duties & Responsibilities: Level 1 – NE01 Employee Initials _____ Manager Initials _____Process reservations, modifications and cancellations within the allowable policies for a multitude of entities: children’s programs, private ski/snowboard lessons, snow tubing/combo packages, escape games, Mountain Park activities, manages all online orders and other special events.Complete knowledge of all the categories responsible for, and pursue development of skills and knowledge necessary for effective performance of the job.Maintain and update Resort information in all departments to ensure accurate responses to guest questions. Communicate verbally and through email between guests and relevant staff.Use of various computer programs: Siriusware Point of Sale, NAVIS, Microsoft Word, Excel, Microsoft Access and Microsoft Outlook.Manage the telephone system and answering high volume of calls in a professional and timely manner.Operation of a variety of standard office machines.Knowledge of local area.Specific Duties & Responsibilities: Level 2 – NE02 Employee Initials _____ Manager Initials _____All duties of a Level 1 Central Reservations Agent.Process reservations, modifications and cancellations within the allowable policies for hotel rooms, lodging packages that include activities and group blocks, golf tee times, Adventure Sports Center International (ASCI) whitewater rafting/hiking/etc activities.Use of computer programs Agylisis, and Ezlinks Golf Program.Specific Duties & Responsibilities: Level 3 – NE03 Employee Initials _____ Manager Initials _____All duties of a Level 1 and Level 2 Central Reservations Agent.Increased accountability (team/crew), possesses required knowledge/skills.Specific Duties & Responsibilities: Level 4 – NE04 Employee Initials _____ Manager Initials _____All duties of a Level 1, Level 2, and Level 3 Central Reservations Agent.Assists Central Reservations Manager in training of new staff.Works well independently, fully implements required knowledge/skills.Qualifications:Successful execution of this job requires an individual to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill, and/or ability required.Education and/or Experience:High School diploma or equivalent, unless company sees capability without minimum education requirementPrevious call center atmosphere experience preferredLanguage Skills:Basic EnglishMust possess excellent communication and interpersonal skillsMathematical Skills:Basic MathCertificates, Licenses, Registrations:Seasonal - No specialized training or certifications are requiredYear Round – NAVIS CertificationPhysical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Back strain, eye strain, repetitive motion.Sitting for long periods of time, answering and speaking on the phone for long periods of time.Work Environment/Conditions:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.General office work atmosphere, and resort atmosphere with many varied aspects.Duties may be mentally demanding or stressful at times, particularly during peak season time periods.Seasonal outdoor conditions that include a variety of winter weather.