As a Lodging Reservations Agent, you are the warm welcome to Panorama Mountain Resort. This role combines the guest-facing duties of a Front Desk Agent with the behind-the-scenes expertise of the Reservations team. You will register guests, handle inquiries in person and via phone/email, sell resort accommodation, and support the reservations process to ensure seamless guest experiences from booking to check-out.
Essential Functions:Front Desk Focus (Primary Duties):
Greet and register guests, providing exceptional customer service at every point of contact.
Maintain accurate guest accounts and handle billing, payments, and reconciliation of a $500 float.
Assist guests with inquiries, problems, and resort information.
Manage key security and distribution.
Promote resort services and amenities.
Maintain cleanliness of front desk area and lobby.
Follow emergency procedures and maintain safety protocols.
Reservations Support (Secondary Duties):
Respond to guest inquiries via phone, email, and online channels in a timely and skilled manner.
Accurately book reservations,
including special packages and promotions, using SMS or other booking systems.
Provide detailed information about resort amenities, packages, policies, and activities.
Maintain awareness of resort events and seasonal offerings to assist with guest planning.
Support data entry and clerical tasks related to guest bookings.
Collaborate with Reservations and Sales teams to ensure accuracy and consistency in guest communication.
Other duties as assigned.
Experience / Requirements:
Minimum 1 year of front desk or reservations experience required.
Prior experience with SMS Lodging system preferred.
Comfortable using multiple computer systems and communication platforms.
Excellent customer service, communication, and problem-solving skills.
Sales-oriented mindset with robust attention to detail.
Must be fluent in English.
Ability to work evenings, weekends, and holidays.
Must be able to lift up to 50 lbs.