Lodging Reservations Specialist

4 weeks ago


McCall, Idaho, United States Shore Lodge Whitetail LLC Full time
Job Overview

SUMMARY OF THE RESERVATION AGENT ROLE:

The Reservation Agent is essential in delivering a remarkable and memorable lodging experience. This role involves establishing and upholding the standards of our reservation services, ensuring that guests receive a personalized and high-quality experience that showcases what Shore Lodge has to offer. A successful Reservation Agent meticulously manages and responds to all reservation inquiries and guest requests.

KEY RESPONSIBILITIES:

  • Handle multiple phone lines and direct calls throughout the lodge as required.
  • Process accurate reservations from incoming inquiries.
  • Register and check-in guests while addressing their questions about the resort.
  • Collaborate with the Sales Management team regarding group bookings.
  • Oversee and maintain group room allocations, rooming lists, and deadlines.
  • Ensure accurate billing and communicate charges at the conclusion of the guest's stay.
  • Accommodate special requests whenever feasible and facilitate amenity arrangements.
  • Complete and maintain precise daily reports.
  • Monitor and process online bookings and cancellations.
  • Add enhancements and amenities to guests' stays, including booking slips and golf tee times.
  • Maintain comprehensive local information about the area, hotel amenities, directions, etc.
  • Adapt to a dynamic work environment while managing stress levels when interacting with customers.
  • Utilize various software applications simultaneously to manage guest stays and schedule activities.
  • Adhere to cash handling, credit, and check cashing policies and procedures.
  • Assist dissatisfied guests in understanding their concerns and mediating acceptable solutions.
  • Perform additional duties and responsibilities as assigned.

QUALIFICATIONS FOR SUCCESS:

  • Minimum of 1 year of relevant experience in a Forbes/AAA rated, 3/4 star/diamond service environment.
  • High School Diploma or equivalent education.
  • Availability to work varied hours, including swing, AM/PM shifts, weekends, and holidays.
  • Proficient in Microsoft applications, Outlook, and internet navigation.
  • Ability to manage multiple tasks while maintaining organization and attention to detail.
  • Demonstrated superior customer service skills.
  • Excellent verbal communication skills.
  • Effective communication with guests and team members.
  • Prior experience in Front Desk, Reservations, and Guest Services at a AAA, 3/4 star/diamond property.
  • Experience with lodging software.


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