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Reservations Agent

3 months ago

San Francisco, United States Everline Resort & Spa Full time
Overview

The Reservations Sales Agent will handle high volume phone calls, manual tracking reports, detailing downloaded reservations from central reservations and ensure customer satisfaction.

About Everline Resort & Spa

Located in California's Olympic Valley, Everline Resort & Spa provides a premier mountain getaway to North Lake Tahoe. The resort offers a year-round destination with ski-in/ski-out access to Palisades Tahoe, the third largest ski resort in North America, a championship golf, relaxing spa treatments and a wide range of recreational activities. Our sophisticated lodge environment perfectly complements its rugged surroundings and reflects the spirit of the region.

Our on-site restaurant options include casual dining at Sandy's Pub, breakfast cuisine at Cascades, a cozy coffeehouse and marketplace at Bearshine Café, delicious Asian-inspired comfort food at the Iron Road Noodle House, and fine dining at Six Peaks Grille. Additional resort amenities comprise our heated swimming pools open year-round, a 150-foot water slide, scenic hiking and biking trails, fly-fishing and cross-country ski centers, and a private ice-skating rink that is available to guests throughout the winter season.

Everline Resort & Spa takes inspiration from the distinct history and experience of the property and is a nod to the historic rail lines that connected throughout the area.

As a valued member of the CoralTree team, you'll receive a comprehensive benefits package that includes:
  • Discounted Palisades Tahoe Ski Pass
  • Food & beverage, retail, and spa discounts
  • Free rentals on ski gear, ice skates, Nordic skiing, and golf course access
  • Discounted rooms at Hyatt and CoralTree Properties
  • An employee assistance program.
  • Paid sick time.
  • Participation in a 401(k) plan with a company match.
Responsibilities
  • Answer incoming calls in a professional demeanor following resort quality standards and adhering to the Aspire Reservations Sales Funnel to achieve an 90% or higher score on all sales calls, convert the caller to a booking and generate the highest revenue possible.
  • Process internal reservations requests, call backs, and e-mails.
  • Input reservations and revisions from direct phone bookings, Reserve (booking engine) and other third-party sites into property management system in a timely manner to resort established standards.
  • Provide notes and comments regarding guest stays in property management system, noting special needs and requests to ensure a smooth registration upon arrival at the front desk.
  • Ensure proper booking information is recorded for each reservation and according to resort standards.
  • Conduct outbound calls to past guests to secure future reservations.
  • Resolve guest complaints and requests related to room and billing issues.
  • Collect and process deposits and final payments for confirmed bookings.
  • Maintains a strong understand of Everline Resort & Spa and North Lake Tahoe.
  • Preforms daily duties on the reservation's checklist.
  • Maintain strong communication with Front Desk, Concierge and Bell service.
  • Maintains an up to date working knowledge of all resort amenities as well as any special events.
  • Print reports and traces to audit reservations and ensure a satisfactory guest experience.
  • Keep current with all communication and departmental changes.
  • Participate in department projects.
  • Attend and participate in daily reservations meetings.
  • Participate in Aspire sales training programs.
  • Input rooming lists accurately per the instructions of the Group Rooms Coordinator, ensuring that name spelling, billing, dates, and specific requests are accurate.
  • Maintain positive relationship with travel agents and wholesalers, especially those operating locally.
  • Assist in recognizing and maintaining relationships with repeat guests and top producing travel agents.
  • Assist sales department when necessary and maintain communication regarding groups and special offers.
Additional Duties & Responsibilities:
    • Achieve a monthly conversion (sales) on a team basis of 50% or higher.
    • To offer alternative options to our guest when the hotel is fully committed; extend the courtesy of a wait list or provide guests with alternative dates and locations.
    • Input our source codes & market segments accurately when making reservations.
    • Always work with a professional, positive and friendly attitude towards one's co-workers and provide assistance with needs.
    • Recognize repeat guests when booking reservations.
Qualifications
  • Speak English clearly with poise and confidence using correct English and a well-modulated voice.
  • Listen carefully and be able to read and understand instructions, safety rules, etc.
  • Write professionally with correct grammar and punctuation to correspond with clients and colleagues.
  • Adequately position Everline Resort & Spa to sell rooms.
  • Use personal judgment and specializes knowledge to give information to people.
  • Analyze and interpret established policies.
  • Change activity frequently and cope with interruptions.
  • Accept full responsibility for managing an activity.
Experience, Education, & Licensure:
  • Prior customer service experience required.
  • Prior hospitality experience preferred.
  • Prior inbound calling experience preferred.
  • Must have excellent phone etiquette.
  • Must be highly detailed orientated.
  • Ability to work a flexible schedule that will include weekends and holidays.
  • Must have a passion for creating an exceptional experience for all guests.
  • Required High School Diploma or GED.
Physical Requirements and Working Conditions
  • 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.
  • While performing the duties of this job, the employee is regularly required to walk, talk, see, and hear. Must be capable of sitting 90% or more of a normal 8 hour work shift. Must be capable of carrying, lifting. pushing or pulling up to 10 lbs. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perceptions and the ability to adjust focus. Must be capable of answering phones and using a computer.
  • While performing the duties of this job, the employee will be exposed to indoor working environment. The noise level in the work environment is usually low.

Join us in creating unforgettable experiences for our guests, building vibrant communities, and shaping the future of travel and hospitality.

Wage Range: $18-$21/hour