Reservations Agent - Hotel Polaris

CoralTree Hospitality • Colorado Springs, CO

2d • Hybrid

About The Position

Hotel Polaris is seeking an exceptional Reservations Agent to join their team and play a vital role in shaping the success of Hotel Polaris, as well as their CoralTree hospitality Reservations Hub. The efforts of this role significantly influence the unique and distinctive experiences they seek to deliver to guests and team members alike. They are looking for someone who wants to be a part of something bigger and shares their passion for creating unforgettable guest experiences, nurturing a vibrant company culture, and building strong connections with their communities.

Requirements

• High school diploma or equivalent.
• Must be at least 18 years of age.
• At least one (1) year customer service experience required.
• Ability to work independently with a high degree of accuracy and attention to detail.
• Must have excellent phone etiquette.
• Enjoy multi-tasking at a fast pace while ensuring accuracy and efficiency.
• Must be able to read, write and speak English.
• Must have strong computer skills and working knowledge of Microsoft Office programs.
• Ability to work a flexible schedule that may include evenings, weekends and holidays.

Nice To Haves

• Experience at a comparable AAA Four Diamond/Four Star hotel and/or resort is highly desired.

Responsibilities

• Answer all incoming calls in an attentive, courteous, professional, and efficient manner.
• Create memorable experiences with a warm, welcoming personality that can relate to guests and team members.
• Act as the initial guide for the guest and their experience.
• Book reservations for guests, ensuring accuracy in reservation.
• Obtain a low percentage of call abandonment on monthly basis.
• Cancel or change reservations as requested.
• Utilize the freedom to go beyond to take initiative to resolve guest complaints and create loyalty.
• Capitalize on up-selling to maximize night stays and maximizing rates.
• Responsible for reaching budgeted monthly targeted Average Daily Rate (ADR).
• Generate additional interest in all recreation/spa products and utilizes concierge/vacation planner to solicit business.
• Responsible for tracking all “turn away” calls.
• Perform daily duties on the reservations report assignments.
• Maintain a strong understanding of Hotel Polaris, Air Force Academy, Colorado Springs general information for guests, and knowledge of other assigned properties.
• Maintain strong communications with Front Desk, Concierge, and Bell Service.
• Maintain an up to date working knowledge of all hotel amenities as well as any special events.
• Collaborate with the Sales Department concerning group bookings.

Benefits

• Group medical, dental, vision, life, and disability benefits.
• Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement.
• Colorado Family and Medical Leave Insurance Program (FAMLI).
• An employee assistance program.
• Paid time off/sick time.
• Participation in a 401(k) plan with a company match.
• Complimentary team member meals.
• Complimentary room nights at CoralTree Hospitality managed properties.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED