Reservations Team Member - Seasonal (18+)
Full Job Posting
Type:
Seasonal
WHAT WE ARE LOOKING FOR:
The ideal Reservations Team Member for Bear Creek is a guest service focused individual with the ability to help create a positive, memorable experience for our guests. The successful team member will be able to work with their team as well as individually, have good communication skills, be detail oriented and foster the Bear Creek culture by focusing on our guests. This position will be an important member of the Reservations team as it is often the first interaction a guest has with Bear Creek, as such they greatly impact the guest service expectation throughout their experience. The right person will work with the guest to complete reservation information as well as other departments throughout the resort to ensure that Bear Creek can meet the guest's reservations needs.
WHAT WE EXPECT FROM YOU:
Answer telephone calls within 3 rings, using correct salutations and telephone etiquette
Accurately process in reservation system all reservation requests, changes and cancellations received by phone, fax, mail, internally and through corporate reservations center or travel agencies
Accommodate special requests and designate in system
Access guest history records to best service guests; maintain accurate information in guest history files
Maximize rates for all reservations. Verify availability. Suggest alternate dates for sold-out dates
Promote and sell holiday and other packages to callers requesting reservations on designated dates
Assist callers with dining room and Spa reservations and amenity orders
Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller
Relay accurate information on transportation arrangements from airport to hotel; input and document such requests
Set up proper billing accounts (i.e., shares with, room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits
Designate and apply appropriate travel agency commissions
Initiate deposit refunds for non-group reservations
Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department
Create individual files and group masters with designated information for each group booking received from the Sales Department. Update changes received from Sales
Set up group room blocks in the system. Book group reservations against the room block
Input group rooming lists
Monitor group cut-off dates and review with Sales or group contact
Review group resumes and convey all pertinent information in the system to appropriate personnel
Process requests for mailing brochures, correspondence and package information
Compile and maintain information for daily/weekly/monthly reports
Review status of assignments and any follow-up action with on-coming Agent
Document maintenance needs on work orders and submit to Manager/Engineering Department
Assist PBX and Front Desk as assigned
WHAT WE EXPECT FROM ALL BCMR TEAM MEMBERS:
Acknowledge all guests and respond promptly to their needs, however busy and whatever time of day. Ensure unresolved incidents are reported to Manager/Supervisor
Familiarity with all hotel services/features and local attractions/activities to respond to guest inquiries accurately
Contribute to the team's success by accomplishing tasks and assisting with projects as needed
Maintain knowledge and compliance with departmental policies, service procedures, and standards
Work as a team member to ensure our guests have the best possible experience
Understand emergency procedures and be able to apply them when necessary
Report any incidents, property damage or injuries immediately to Manager/Supervisor
Attend department meetings and training sessions as necessary
Other duties as assigned by Manager and/or Supervisor
Support Southern Management's Mission, Vision, and Values
Comply with Bear Creek and Southern Management's policies and procedures
Requirements
- QUALIFICATIONS:
- Must be at least 18 years of age
- High School Diploma or equivalent required
- Hospitality Experience as a Reservation Agent, preferred.
- Some college or training in the Hospitality Industry, preferred
- Previous guest relations training preferred
- Availability during peak operating times, i.e.: weekends, holidays and special events
- JOB KNOWLEDGE & SKILLS:
- Basic Excel and Word skills
- Basic computer skills with the ability to learn reservations and other software programs
- Excellent interpersonal skills
- Organized and detail oriented
- Ability to work effectively in stressful, high-pressure situations while maintaining composure and guest satisfaction
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
- Excellent written and verbal communication skills
- Compute basic arithmetic and mathematical calculations
- Ability to suggestively sell and up sell suites and hotel packages
- PHYSICAL DEMANDS & EVIRONMENTAL CONDITIONS:
- PHYSICAL DEMANDS
- Physical Demands data elements provide a systematic way of describing the physical activities that an occupation requires of a worker. The assessment of these elements is focused primarily on the physical demands of the job - not the physical capacities of the worker. Physical Demand refers to the level and/or duration of physical exertion generally required to perform occupational tasks (sitting, standing, walking, lifting, carrying, reaching, pushing, and pulling).
- Alternate Sit/Stand or Walk at Will : The ability to alternate between sitting and standing is present when a worker has the flexibility to choose between sitting or standing as needed when this need cannot be accommodated by scheduled breaks and/or lunch period.
- Communicating Verbally : Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly.
- Crouching : Bending body downward and forward by bending legs and spine.
- Far Visual Acuity : Clarity of vision at 20 feet or more. This is not just the ability to see a person or object, but the ability to recognize features as well.
- Hearing Requirements : The ability to hear, understand, and distinguish speech and/or other sounds (e.g., machinery alarms, medical codes/alarms). One-on-one (in person) Group or conference (in person) Telephone Other sounds
- One-on-one (in person)
- Group or conference (in person)
- Telephone
- Other sounds
- Keyboarding : Entering text or data into a computer or other machine by means of a keyboard. Devices include traditional keyboard, 10 keypad, touch screen and other.
- Kneeling : Bending legs at knees to come to rest on knee(s).
- Lifting/Carrying : Lifting is to raise or lower an object from one level to another (includes upward pulling). Carrying is to transport an object -- usually by holding it in the hands or arms but may occur on the shoulder. Up to 20 pounds
- Near Visual Acuity : Clarity of vision at approximately 20 inches or less (i.e., working with small objects or reading small print), including use of computers.
- Peripheral Vision : Observing an area that can be seen up and down or to right or left while eyes are fixed on a given point.
- Reaching At/Below Shoulder Level : Extending hand and arms from 0 up to 150 degrees in a vertical arc. Reaching requires the straightening and extension of the arm and elbow and the engagement of the shoulder. The elbow does not need to be locked at any time and the arm does not need to remain in a continuously straight position.
- Reaching Overhead : Extending hands and arms in a 150 to 180 degrees vertical arc. Reaching requires the straightening and extension of the arm and elbow and the engagement of the shoulder. The elbow does not need to be locked at any time and the arm does not need to remain in a continuously straight position.
- Sitting : Remaining in a seated position.
- Standing/Walking : Standing is to remain on one's feet in an upright position at a workstation without moving about. Walking is to move about on foot.
- Stooping : Bending the body downward and forward by bending the spine at the waist - requiring full use of the lower extremities and back muscles.
- ENVIRONMENTAL CONDITIONS
- Noise Intensity Level: The noise intensity level to which the worker is exposed in the job:
- Quiet
- Moderate
- Loud
- Very Loud
- Indoor / Office Environment
Bear Creek offers loads of discounts and privileges for our team members.
Skiing and snowboarding
Free rentals*
Free lesson*
Free snow tubing*
Referral Bonus Program
Discounted tickets for Bear Creek events and activities
Discounts on items from the Hotel gift shop and Slopeside Sports retail store
Discounts at the Spa
Discounts at our Restaurants*
1 Employee Benefit Pass to ski and snowboard for a friend or family member at a reduced price*
About Southern Management Companies, LLC.
Privately owned Mid-Atlantic residential property management company serving apartment residents, commercial tenants, hotel guests, and resort visitors.
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