Reservations Agent

Borealis Basecamp•Fairbanks, AK

22h•Hybrid

About The Position

The Reservationist manages guest bookings from initial inquiry through confirmation, ensuring accuracy, excellent customer service, and compliance with company standards across all channels. This role supports revenue and guest satisfaction by maintaining precise reservation records, monitoring availability across online travel agencies, processing payments, and resolving customer issues. Success in this role requires strong attention to detail, excellent communication skills, sound judgment, and the ability to work independently or as part of a team in a fast-paced environment. All team members at Borealis Basecamp are expected to maintain a team-first mindset, assist across departments when needed, and interact professionally with guests and staff.

Requirements

Strong attention to detail and accuracy
Excellent written and verbal communication skills
Ability to multitask and manage priorities in a fast-paced environment
Comfort with reservation systems, OTAs, and payment platforms
Problem-solving skills and a customer-first mindset
Ability to work independently and exercise good judgment
Ability to communicate clearly and professionally with team members and guests
Ability to reliably commute to the Anchorage office for the onsite portion of the hybrid schedule

Nice To Haves

Prior experience in reservations, hospitality, or customer service
Familiarity with OTA platforms such as Viator and Expedia
Experience with payment processing and reconciliation
Knowledge of Alaska travel and tourism offerings
Experience working in a hybrid or remote-capable environment

Responsibilities

Process new reservations, modifications, and cancellations accurately and efficiently
Audit own work regularly to identify and correct errors before they affect guests or reporting
Monitor live availability across online travel agencies (OTAs) such as Viator, Expedia, and other partner platforms
Update inventory and pricing as needed to prevent overbookings and discrepancies
Respond promptly and professionally to customer inquiries via phone, email, and chat
Resolve customer service issues, complaints, and special requests with a solutions-focused approach
Collect and process customer payments securely and accurately
Handle refunds, adjustments, and billing questions in line with company procedures
Maintain detailed, accurate records in the reservation system
Uphold and enforce company policies, procedures, and standards
Support additional operational needs and perform other duties as assigned