Dining & Activities - Reservations Agent

The Broadmoor•Colorado Springs, CO

About The Position

The Dining & Activities Reservations Agent handles high-end guest and Member itineraries at The Broadmoor, coordinating dining, spa, tennis, golf, transportation, and third-party activities while upholding Forbes Five-Star and AAA Five-Diamond standards. Training covers areas outside room reservations and progresses through three skill levels: Level I focuses on dining reservations; Level II adds tennis/pickleball, golf, transportation, and third-party activities; and Level III adds spa services. The role requires maintaining knowledge of resort offerings and communicating with guests and internal teams to provide polished, accurate service. The agent also follows privacy requirements for financial transactions and spa or wellness records, and complies with resort policies, safety procedures, and service standards.

Requirements

One year from college or technical school.
Excellent verbal and written communication skills and a polished, professional demeanor.
Strong sales-oriented mindset and exceptional attention to detail.
Ability to use Microsoft Office tools for documentation and email communication.
Excellent negotiation and conflict-resolution skills, and ability to work in a fast-paced environment.
Ability to lift, pull, or push up to 50 lbs. with assistance and proper safety practices.
Flexible schedule, including weekends and holidays, as required by the calendar of events.

Nice To Haves

Previous experience in hospitality, a call center, front office, or reservations is highly preferred.
Familiarity with property management or reservation software.
Equivalent combinations of relevant education and professional background will be considered.

Responsibilities

Maintain comprehensive knowledge of Food & Beverage outlets, including hours, dress codes, menus, seating availability, dietary restrictions, special events, and private cabanas.
Process restaurant, afternoon tea, and in-room dining bookings.
Schedule and confirm resort activities, including golf, tennis, spa treatments, excursions, and third-party vendor experiences.
Cross-check master guest itineraries and input guest itineraries while verifying reservations.
Respond promptly to phone calls, emails, and chat messages using luxury-aligned etiquette.
Confirm final schedules through guests’ preferred communication channels, including email, text, or phone.
Coordinate with Front Office, Food & Beverage outlets, Spa, and Sales teams regarding special requests, VIP arrivals, and dietary needs.
Maintain data privacy standards, including PCI compliance for financial transactions and HIPAA adherence for spa and wellness records.
Attend departmental meetings as scheduled.
Comply with The Broadmoor’s guidelines, operational procedures, safety policies, and institutional service standards.
Learn about The Broadmoor’s history, estate grounds, wilderness properties, culinary offerings, and retail outlets.
Perform other duties as assigned.