Must have exper. in reservations, sales, customer service or hospitality field. Spring Miller Systems and Sirius exper. preferred.

RESERVATIONS AGENTS DUTIES/RESPONSIBILITIES

•Be able to operate an automatic call distribution telephone set and headset as well as a PC running windows based applications.

•Be able to utilize the resort software system to find room types, availability, and be able to book, change and confirm all reservation requests and follow up.   Be able to complete all procedures and directions.

•Possess sales skills to sell all aspects of the hotel’s services and amenities according to the resort standards and techniques.

•Be able to prioritize, organize and be detail oriented to complete designated work assignments.  Motivated to assist others and ask for additional assignments.

•Be able to provide courteous and professional assistance to all guests (internal and external) and solve problem (within guidelines) to provide excellent customer service at all times.  Follow The Resort’s etiquette guidelines.

•Contribute to and help maintain a professional, positive team oriented atmosphere within the call center.

•Promote, communicate and maintain good working relationships with company counterparts.

•Keep the supervisor and manager apprised of problems, discrepancies, and occurrences with guests, outside vendors or within the call center.

•Mail to guests designated fulfillment pieces necessary to complete guest requests.

•Have a current knowledge of the properties, mountain, and all amenities, as well as Park City and the surrounding area, to provide information to the guest.

•Be knowledgeable with all rates, packages, promotions, and procedures of call center.

•Participate and pass requirements of the training and shop call programs of the call center.

•Assist in the daily responsibilities and duties of the call center.

•Perform other tasks as assigned.

•Follow and maintain security and safety standards at all times.

•Ability to work any assigned shift and holidays.  Ability to work overtime as necessitated by business/weather conditions. Flexibility is a must.

RESERVATIONS SUPERVISOR DUTIES/RESPONSIBILITIES

•Provide superior service to our customers (internal and external) at all times.  Follow The Resort’s etiquette guidelines.

•Coordinate, supervise, monitor and evaluate assigned reservation operations, with emphasis on maximizing occupancy and ensuring smooth transition from reservation through check out.

•Supervise, directly and indirectly, approximately 10-15 employees, assist in interviewing and hiring as requested; train new employees and keep staff apprised of policy/procedure changes; plan and issue daily work assignments; monitor work in progress and check completed work; assist staff with difficult or unusual problems or tasks; evaluate job performance; discipline staff if necessary; bring special personnel problems to attention of supervisor; assist in planning staffing needs and work schedules; prepare payroll records.

•Supervise and carry out a variety of tasks related to maintenance and updating of the computerized reservations system, including rate changes.

•Discuss, investigate and resolve a variety of unusual or difficult customer requests, problems or complaints.

•Prepare various administrative/operations reports related to reservations used in daily operations and for planning ad projection purposes.

•Confer regularly with immediate supervisor and various other department/Company personnel to plan, coordinate and evaluate activities/systems/procedures, resolve problems, exchange information, arrange for special guest requests to be met, etc.

•Perform other tasks as assigned.