Reservations Specialist - The Hythe, a Luxury Collection Resort, Vail
About The Position
The Hythe, a Luxury Collection Resort in Vail, is seeking a hardworking, detail-oriented team player to join our Reservations team as a Rooms Controller Team Lead. This role offers the unique benefit of being both a Vail Resorts employee and a Marriott associate, with competitive hotel discounts for employees as well as friends and family worldwide. The Reservations Specialist is responsible for the setup, maintenance, and overall management of guest reservations prior to arrival. This role ensures a seamless pre-arrival experience by coordinating reservation details, processing deposits, communicating with guests, and preparing reservations for arrival. Primary responsibilities include, but are not limited to, processing pre-arrival deposits, managing pre-arrival guest communications, maintaining market codes and reservation accuracy, serving as a liaison between the Reservations and Front Desk teams, and preparing daily arrivals. The Reservations Specialist also supports the day-to-day operations of the Reservations Department and assists with additional departmental tasks as needed to ensure exceptional guest service and operational efficiency.
Requirements
- Strong verbal and written communication skills in English
- Excellent organizational skills and ability to multitask under pressure
- Strong numerical and problem-solving abilities
- Proven ability to build relationships with guests and team members
- Minimum one year of customer service experience
- Proficiency in Microsoft Office (Excel, Word) and internet applications
- Ability to stand or sit for extended periods
- Availability to work weekends and holidays
- At least 18 years of age
Nice To Haves
- Bilingual (Spanish or other languages)
- Marriott Front Desk experience
- Experience with Lightspeed, MARSHA, Outlook, or EMPOWER GXP systems
Responsibilities
- Develop and maintain knowledge of local attractions, restaurants, transportation options, and resort activities to effectively assist guests with inquiries.
- Maintain comprehensive knowledge of the hotel's facilities, services, amenities, room types, and operational procedures.
- Understand the hotel's layout, outlet locations, department operating hours, and guest room features and amenities.
- Demonstrate expert knowledge of room categories, inventory management, market codes, rate plans, and special request codes.
- Accurately track, process, and reconcile all required pre-arrival deposits and advance payments.
- Prepare and manage pre-arrival communications, ensuring guests receive timely and accurate information before arrival.
- Process internal reservation requests, room assignments, and reservation "crib sheets" to support daily operations.
- Coordinate VIP, American Express Fine Hotels + Resorts, Luminous, and other special guest arrivals by communicating reservation details with the Front Desk and operational departments.
- Handle incoming phone calls, emails, and guest inquiries related to individual reservations, billing, room requests, and special accommodations.
- Serve as a liaison between Reservations, Front Desk, Sales, Concierge, Housekeeping, Accounting, and other departments to ensure accurate reservation information and seamless guest experiences.
- Participate in daily stand-up meetings with the Reservations Manager, communicating VIP arrivals, operational updates, guest opportunities, and potential service concerns.
- Demonstrate proficiency in Marriott MARSHA, LightSpeed PMS, and other reservation systems required to perform daily responsibilities.
- Perform all duties that support the Rooms Controller role, including inventory management, room assignment support, and arrival preparation.
- Maintain exceptional organizational skills while managing multiple priorities in a fast-paced environment.
- Remain calm, professional, and guest-focused under pressure, consistently delivering outstanding customer service.
- Perform all other duties and responsibilities as assigned to support the Reservations Department and overall hotel operations.
Benefits
- Free passes for employees
- Employee discounted lift tickets for friends and family
- Free ski lessons
- Employee discounts on lodging, food, gear, and mountain shuttles
- 401(k) Retirement Plan
- Employee Assistance Program
- Excellent training and professional development
- Referral Program
- Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (for eligible seasonal employees after working 500 hours)
- Free ski passes for dependents
- Critical Illness and Accident plans
- Competitive hotel discounts for employees as well as friends and family worldwide
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
