Bilingual Reservations Agent

Camelback Resort•Pocono Township, PA

1d•Onsite

About The Position

The Bilingual Reservations Agent is responsible for creating a positive and engaging first impression for guests by handling high call volume and providing detailed information and visual descriptions of resort experiences. This role requires full fluency in both Spanish and English to effectively assist a diverse guest population. The goal is to convert inquiries into bookings while supporting operational teams and ensuring a superior guest experience. This is an in-person role.

Requirements

Must be at least 18 years of age to apply.
Fully bilingual in Spanish and English (spoken and written) is required.
Enjoys presenting products and services, with a genuine interest in destination travel.
Optimistic approach with the ability to work well with others in a team environment.
Superior customer service mindset with strong attention to detail.
Ability to thrive in a high-volume, fast-paced, sales-focused environment while multi-tasking.
Flexible work schedule, including weekends, evenings and holidays.
Strong listening, problem-solving, and communication skills (verbal and written).
Ability to make guests feel unique and special by listening, anticipating their needs, and establishing a connection.
Thrives in a competitive environment that celebrates individual and team successes.
Ability to sit and work at a computer for extended periods.
Ability to use a telephone and other office equipment effectively.
Ability to lift, carry, push, or pull light objects.
Ability to tolerate exposure to busy or noisy work areas.

Nice To Haves

Previous customer service, hospitality, sales, or call center experience preferred.

Responsibilities

Accept and service all incoming inquiries related to room reservations, ski/mountain, waterpark, dining, and other resort services.
Deliver a customized reservation and customer service experience, using the 4 Keys, to those booking, modifying, or canceling activity reservations.
Provide detailed information on resort rooms, activities, amenities, and rate packages.
Offer customized room packages, follow reservation policies, and offer alternate dates for sold-out periods.
Up-sell according to established guidelines to maximize resort revenue.
Follow yield management strategies to contribute to optimal revenue.
Manage multiple media simultaneously – phone, email, reservation system, chat, PMS, website.
Provide a detailed explanation of guest special requests and cross-reference with other reservations to ensure departments execute guest needs accurately.
Process cancellations, revisions, and advance deposits; post deposits to guest reservations.
Balance shift audit and run necessary reports to capture data, deposits, and 3rd party reservations.
Follow established SOPs, Call Flow Criteria, and resort yield management strategies to maximize revenue per booking.
Assist guests with billing-related questions, including explaining charges, payments, deposits, refunds, and basic account discrepancies.
Other duties and projects assigned by leadership.

Benefits

Complimentary access to Camelbeach, Aquatopia, local amusement parks and more! Ski season passes for those working during the winter season. Plus, great friends & family perks.
Paid Training to gain skills, knowledge, and experience for professional development.
Not to be missed employee events throughout the season
Referral Bonuses – invite your friends to work with you!
Competitive wages and advancement opportunities
Interact with people from all over the world!
Next day pay, through PayActiv.
Tuition Reimbursement
Medical, dental, vision insurance, 401K
Vacation and PTO
Full Time status benefits