Reservations Agent

Spire Hospitality•Stowe, VT

58d•$18

About The Position

Seamlessly blending alpine style with the luxury amenities of a world-class resort, we offer rustic elegance in a pristine natural setting. All of it infused with a delightful "cosmopolitan-ality" that has become a signature of our resort. Breakfast, Lunch and Dinner in The Roost feature organic grown ingredients wherever possible. Get lost in the moment at our award winning full-service Spa, or take a moment for Tennis or Pickleball at our Tennis Academy, ranked one of the top ten Tennis Resorts in the U.S. SPIRE Hospitality is a management company specializing in creating memorable guest experiences and delivering best-in-class service at our hotels and resorts across the country. We ensure you have the support, tools and opportunities you need to get the job done, grow as an individual, and excel in your hospitality career. We offer a comprehensive part-time benefits package consisting of EARLY PAY OR EARNED WAGE ACCESS get paid before payday, dental, vision, pet discount program, identity theft protection, pre-paid legal support, flexible spending accounts, matched 401K, life, critical accident or illness, short- & long-term disability, paid time off, wellness programs, wonderful hotel discounts and much more. JOB SUMMARY Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information while maximizing conversion of reservation calls. Process all related responsibilities as outlined in the specific timeframe allotted. Full Time or Part Time available - Hourly Rate: $18.00

Requirements

Ability to be organized, maintain concentration, think clearly and follow through on all assignments.
Ability to ascertain guest's needs and comply with in such a way to exceed guest's expectations.
Ability to promote a warm and welcoming rapport with all telephone callers.
Ability to learn and apply specific sales training techniques.
Ability to focus on attention to details.
Ability to prioritize and handle multiple tasks.
Ability to work in a team environment and interact well with others.
Ability to work a flexible schedule.
Develop ability through training to obtain set goals for sales conversion.
Develop ability through training to obtain proficiency in all reservations duties and platforms
Aptitude for sales knowledge.
Ability to be punctual.
Ability to provide clear, pleasant and courteous phone conversation with proper use of grammar, tone and pronunciation.
Computer proficiency with Microsoft Office Suite products
Excellent interpersonal and communication skills
Time management - the ability to organize and manage multiple priorities
Customer satisfaction orientation
Strong team player

Responsibilities

Maintain Complete Knowledge of
All resort facilities/services, hours of operations.
All guest room layouts, bed types, décor, appointments and locations.
Room availability for any given day.
Revenue management codes and offering of packages, rates and promotions.
Entertainment, special events scheduled in the resort and surrounding areas.
Knowledge of Web-site and its offering.
Computer and manual systems
Maintain complete knowledge and comply with all hotel and departmental policies, procedures and guiding principles.
Access all functions of computer system according to established procedures and standards.
Set up work station with necessary supplies and resource materials; maintain cleanliness throughout shift.
Answer telephone calls within 3 rings, using correct salutations and telephone etiquette. Accurately peg all calls according to guidelines provided.
Answer email request within 24 hours of receipt, using correct written salutations and correspondence etiquette.
Apply sales training techniques taught during initial training and additional training to all telephone calls.
Process all reservation requests, changes and cancellations received by phone, fax, mail, internally and through central reservations system or travel agencies.
Ascertain callers' needs through open-ended questions.
Create positive effective selling environment.
Obtain all designated information to book a reservation.
Provide reservation PMS system appropriate coding and typed dialogue for all guests' information and requests.
Enthusiastically describe room accommodations and all amenities.
Access guest history records to best service guests; maintain accurate information in guest history files.
Accommodate special requests and designate such in system.
Sell the appropriate rated room to meet the guest's needs.
Promote and sell holiday and other packages to callers requesting reservations on designated dates.
Verify availability before confirming any reservation. Suggest alternate dates for sold-out dates.
Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
Obtain email, mailing address, phone number on all reservations.
Set up proper billing as necessary.
Verify all reservation information with caller to ensure accuracy.
Input correct information into proper fields to inform other departments of pertinent information (traces, add remarks, special service fields).
Send prospect guest information.
Input all manual reservations into the system within 1 hour of system availability.
Research disputed unpaid travel agency commission.
Review telephone coaching calls with Supervisor identifying "did well" and "do different" and accept positive reinforcement from coach and supervisor.
Support the SPIRE Hospitality environmental commitments by having the knowledge, skills and values to be a leader in the global goal of "greening" the hospitality industry.
Watch for safety hazards and report them immediately to your Department Supervisor.
Available evenings (until at least 7pm)
Shift options: 4 10-hour shifts from 8:30a-6:30p
Work days will include Saturday, Sunday, Monday, Tuesday and Wednesday.
Full or Part Time
Willingness to cross train with the front desk
To perform this job successfully, the associate will possess the abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other associates and guests.