Reservation Agent - Aspen Hospitality

Aspen Skiing Company•Basalt or Denver, CO

11d•Hybrid

About The Position

The Reservation Agent provides timely and accurate service to potential guests making reservation inquiries for the Limelight Aspen, Limelight Ketchum, Limelight Snowmass, Limelight Denver, Limelight Boulder, Limelight Mammoth, The Little Nell Hotel, and Residences at The Little Nell. This role serves as a highly motivated team member ensuring guest inquiries and sales leads are answered in an appropriate fashion for the department as a whole. This position reports to the Assistant Director of Reservations. The targeted pay rate for this position is $22.00 per hour plus commission. Actual pay will be dependent on budget and experience.

Requirements

Two-year college degree preferred
Previous hotel reservation experience preferred, phone sales experience a plus
Ability to create an environment of trust
Ability to multitask, prioritize, and delegate
Competent with computer programs such as Microsoft Office
Ability to work with people of all levels with professional presentation
Familiar with all policies and procedures for the Reservation Department
Ability to foster teamwork and collaboration among various departments
Ability to maintain composure in stressful situations
Willingness and ability to accept and apply feedback
Proven ability to make sound decisions
Ability to manage workload with a high degree of independence
Ability to foster a high level of collaboration across all levels of the organization

Responsibilities

Answer inbound guest calls with expert product knowledge and exceptional service standards
Maintain a professional demeanor while delivering the highest caliber of guest service at every touchpoint
Support the daily operations of the reservations office in accordance with workload and business demands
Utilize available resources and systems to research and resolve reservation inquiries and guest concerns
Qualify callers by asking targeted questions to understand their lodging preferences and needs
Close each call by confirming the booking at the appropriate moment, or by capturing the caller's contact information for follow-up
Drive sales conversions while effectively communicating guest needs to elevate the overall guest experience
Send confirmation emails and relevant information for completed reservations or guest inquiries
Respond to all guest inquiries, whether by phone or email, within 24 hours
Uphold and maintain service standards consistent with Forbes Five-Star and AAA Five-Diamond recognition
Accurately complete bookings for all market segments, including groups, travel agents, and corporate partners
Coordinate communication between appropriate departments to troubleshoot and resolve issues
Promptly notify management of guest comments or complaints to ensure timely resolution
Complete additional tasks and projects assigned by leadership, and provide support to other departments as business needs require
Other duties as assigned