Hotel Reservation Agent

Job DescriptionJob DescriptionHOTEL RESERVATION AGENT JOB DESCRIPTION
Sorrel River Ranch located in Moab UT, is a Four Diamond luxury guest ranch located along the scenic Colorado River surrounded by 2,000-foot-high cliffs, buttes, and mesas. This exclusive 240-acre riverside oasis
is 17 miles from Moab, 21 miles from Arches National Park and 43 miles from Canyonlands National Park.

We are currently seeking an Experienced Reservation Agent. This position handles reservation functions for
Sorrel River Ranch, ensuring all reservations are processed in a pleasant, professional, and efficient manner. Must be familiar with PMS Systems, Booking.com, Expedia.com, and Consortia Travel Agencies. 

Duties & Responsibilities:
Handling Inquiries
 Respond to phone calls, emails, and online inquiries from potential guests regarding room availability, rates, amenities, programs, hotel facilities and services and any other questions they may have about Sorrel River.
 Able to handle escalated or complex calls, while striving for the highest level of customer service.
Book Reservations:
 Assist guests in making reservations, either over the phone or through online booking platforms.
 Responsible for entering guest information accurately into the reservation system, confirming availability, and processing payments.
 Maintain data entry accuracy and attention to detail with systems. 
Provide information:
 Offer detailed information about Sorrel’s facilities, services, activities, and nearby attractions to help guests plan their stay.

Managing reservations:
 Keep track of room availability, cancellations, and modifications to existing reservations.
 Ensure reservations are accurately reflected in the system and communicate any changes to the appropriate departments within Sorrel.
 Handle the reservation correspondence accurately and neatly and follow up for any missing correspondence before guest arrival.
Upselling And Cross-Selling:
 Recommend additional services or upgrades to enhance the guest experience, such as spa treatments, guided tours, or dining reservations.
 Maintain current knowledge of all resort and spa offerings and hours of operation
 Apply professional sales techniques using approved conversation flow guidelines and
upselling resort rooms, spa services, and experiences.
Handling guest requests:
 Address special requests or concerns from guests before, during, and after their stay to ensure their satisfaction.

Provide excellent customer service:
 Deliver personalized service to each guest, exceeding their expectations, and resolving any issues or complaints in a timely and professional manner.
Collaborate With Other Departments:
 Coordinate with other departments to ensure unmatched service to all guests.
 Work closely with housekeeping, front desk, and other departments to coordinate guest
arrivals, departures, and special requests.

QUALIFICATIONS:
 Ability to work varying shifts, including evenings, weekends, and holidays.
 Ability to speak, read and write English fluently.
 Strong computer skills, knowledgable of MS Office.
 Complete initial and ongoing training programs required.
 Professionally handle multiple tasks and demands simultaneously.
 Excellent and professional personal presentation: verbally and physically.

EDUCATION AND OR EXPERIENCE:
College Degree, preferably in Hospitality, Business or a related field.
 Minimum 5 plus years of Hospitality or call center experience in a fast-paced, high-volume, service environment is preferred.
 Knowledge of front desk operations and reservation software.
 Experience with Mews, Opera, Synxis. and Pxier system a required.

Sorrel River Ranch Resort & Spa does pre-employment background checks and is an Equal Opportunity Employer committed to a diverse work culture, M/F/D/V.
 

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