Reservations Agent - Full Time

Job Title: RESERVATIONS AGENT

Rate of Pay: $16.00/Hour Commissions

Shift: Monday-Friday 8 AM-6 PM

Saturdays and Sundays 9 AM-5 PM

Must be available to work weekends and holidays

Full-Time Year-Round Position

FLSA Status: Non-Exempt/Hourly

Summary:

Assist guests with reserving lodging at Sundance Mountain Resort by curating personalized experiences providing tailored recommendations and delivering exceptional luxury service.

Key Responsibilities:

• Provide personalized assistance to guests via phone email and online chat ensuring all questions regarding accommodations amenities and packages are answered professionally and accurately.
• Accurately input and confirm reservations using StayNTouch ensuring special requests preferences and VIP details are noted. Monitor and manage availability and overbookings to ensure smooth operations and open booking availability.
• Monitor Non-Revenue and discounted bookings in line with our Lodging Partner Rental Management Agreements ensuring revenue distribution is allocated appropriately across unit types
• Recommend upgrades special packages and exclusive experiences to enhance the guests stay while maximizing revenue.
• Stay up to date on room categories resort activities dining options spa services and special promotions to provide guests with the best recommendations.
• Maintain a thorough understanding of our third party booking partners and travel advisors being sure to notate reservations appropriately with accurate benefit details notes and routing instructions.
• Build rapport with guests personalizing interactions to reflect Sundances brand as well as Forbes Standards and exceeding those expectations.
• Build lasting relationships with our Lodging Partner Community and Resort Ownership going out of your way to provide assistance and service to their reservation needs or special requests.
• Handle changes cancellations or rebookings efficiently ensuring minimal disruption to the guest experience.
• Conduct outbound calls to follow up with guests and finalize their bookings
• Work closely with sales and event teams to facilitate group reservations weddings and exclusive VIP stays.
• Maintain streamlined communication between Housekeeping Front Desk and Concierge teams to ensure accuracy of guest preferences recognition of special requests or occasions and other pertinent details obtained during the reservations process/
• Manage group room blocks input and update rooming lists track reservation deadlines and work with event planners to ensure seamless group stays.
• Assist travel advisors in booking their clients stays providing expert guidance on accommodations amenities and packages while delivering a high level of luxury service.
• Initiate communication between travel advisors and the Concierge team to enhance the overall guest experience allowing the concierge an opportunity to curate a customized Resort experience by building a personalized itinerary for each client.

Ensure that all reservations comply with Sundance Mountain Resort policies including payment terms deposits cancellations and special offers.

Qualifications:

• High school diploma or equivalent required; associate or bachelors degree in hospitality tourism business or a related field preferred.
• Minimum of 12 years of experience in hotel reservations front desk or a luxury hospitality setting preferred.
• Strong attention to detail to ensure accuracy in reservations and special requests.
• Ability to learn and use booking platforms CRM systems and payment processing tools efficiently.
• Must be at least 18 years old.
• Exceptional verbal and written communication skills with a polished and professional demeanor.
• Ability to actively listen and anticipate guest needs to create tailored experiences.

Work Environment:

• Moderate noise level.
• On site at Sundance Mountain Resort

Benefits:

• Benefits package that includes: subsidized medical dental vision 401k & paid time off policy.
• Employee discounts on dining and resort amenities
• Season Pass

Disclaimer:

This is a general description of this job. All employees of Sundance Mountain Resort will be required to perform any task that is asked of him/her within legal and ethical parameters and company policy.

Required Experience:

Unclear Seniority