Dining & Activities - Reservations Agent

The Broadmoor Hotel's Talent Acquisition Team•Colorado Springs, CO

23h•$17 - $19•Onsite

About The Position

The Broadmoor is committed to creating a culture of family and community while simultaneously providing a genuine, unforgettable experience for our guests and team. This role will play a key part in continuing to uphold our reputation and providing exceptional service to our guests. As a member of the Dining and Activities team, this role will act as a resource for Broadmoor Guests and Members seeking to reserve dining and activity reservations. This role will be trained in areas including, but not limited to, Spa, Dining, Golf, Tennis/Pickleball, and other general activities outside of Room Reservations. Training will be provided in phases, beginning at Level I and will progress through Level III.

Requirements

One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
Experience with computer, phone software and reservations systems.
Experience with word processing, spreadsheets, e-mail, and database software is recommended.
Enthusiastic, friendly, and energetic team member who works well with others.
Strong interpersonal communication skills

Responsibilities

Maintain comprehensive knowledge of all F&B outlets to include but not limited to: standards, hours, attire, restaurant themes and menus, liquor laws, seating availability, allergies, cake orders, cabanas, and special events.
Answer telephones, complete & input reservations, make changes to existing reservations, and address all guest inquiries, while maintaining a pleasant voice and positive attitude.
Maintain and communicate thorough records of restaurant cover counts
Confirm and communicate final reservations via email, text, or phone, as based on guest preference.
Work directly with Departments to assist with all requests and questions.
Maintain knowledge of Broadmoor history, grounds, and retail outlets, inclusive of overall department’s knowledge.
Execute service duties in accordance with Forbes/AAA inspection standards and Broadmoor Standards of Excellence.
Attend Departmental Meetings as scheduled.
Input guest itineraries while cross-checking all reservations.
Work in a fast-paced, team-oriented environment
Perform opening/closing procedures as assigned.
Maintain comprehensive knowledge of all activities, dining, and local events, to include but not limited to: hours, attire, restaurant themes and menus, special events, cancellations policies, check-in times and locations, transportation options, etc.
Maintain PCI compliancy, and the highest level of protecting guests’ privacy.
Streamline reservations by identifying and implementing the most leading questions to better personalize and expedite service.
Answers inquiries, offers suggestions, and provide descriptive literature pertaining to the Hotel, trips, excursions, sports events, concerts, and plays; communicating information and final reservations via email, text, or phone, as based on guest preference.
Obtains complete and accurate information when handling all guest requests.
Maintain comprehensive knowledge of all spa and salon services, to include but not limited to: hours, amenities, arrival process, recommended attire, special offerings, cancellations policies, packages, upgrades.
Maintain HIPPA compliancy, with the highest level of protecting guests’ privacy.
Reserve accurate and timely appointments that fit the best needs of the guest and according to all Forbes and AAA standards.
Exhibit confident product and service knowledge in order to accurately sell and up-sell.
Schedule package guests and group bookings as assigned; perform appropriate follow-through.
Attend and participate in ongoing training, both formal and informal, needed to effectively perform job responsibilities.
Support fellow employees in the performance of their jobs.
Be flexible and positive to changes required to enhance guest experience or to meet the fiscal needs of the organization.