Reservation Agent

• Oversee daily operations of the reservations systems, ensuring accuracy and efficiency in processing reservations, cancellations, and modifications
• Provide clear and timely communication with guests via phone, email, and other platforms to confirm reservations and provide information about the property and services
• Utilizes communication tools (GXP, phone, email, Kipsu, etc.) and acts as the PBX operator during peak periods to ensure inquiries are handled with professionalism and promptly
• Deliver exceptional guest experience by addressing guest inquiries, concerns, and special requests
• Coordinate with internal departments to fulfill guest needs and ensure personalized experience
• Monitor and maintain the hotel reservation software with accurate pricing, availability, and rate codes
• Keep property information and offerings up to date
• Assist in inventory control using systems such as Opera and Marsha
• Manage room blocking for potential upgrades in collaboration with Guest Service Agents
• Generate and analyze reports on reservations, occupancy trends, and booking sources
• Recommend improvements to optimize revenue and operational efficiency
• Work closely with front office, housekeeping, and sales teams to ensure smooth arrivals, departures, and overall guest satisfaction
• Act as liaison between Front Office, Housekeeping, and Events for group arrivals and VIP guests, ensuring accuracy in billing, routing, room assignments, and notes for a seamless check-in experience
• Serve as a property knowledge expert and assist in training new team members on reservation processes to maintain workflow professionalism across departments
• Partner with the Director of Rooms to implement strategies that maximize occupancy and revenue

• Proven experience as a Reservations Agent, Front Desk Agent, or in a similar role within the hospitality industry
• Strong understanding of hotel operations, guest services, and reservation systems (e.g., Opera, Sabre, or similar)
• Excellent communication and interpersonal skills, with a customer-oriented mindset
• Strong leadership abilities
• Proficiency in Microsoft Office Suite and hotel reservation software
• Strong organizational and time-management skills, with the ability to multitask effectively in a fast-paced environment
• Ability to analyze data and identify trends
• A positive, proactive attitude and ability to remain calm under pressure
• High school diploma required, Bachelor’s degree in Hospitality Management or a related field preferred

medical, dental, vision, 401k with company match, paid time off, incentive program, transferable ski pass, & restaurant discount