Agent, Reservations (Bozeman, MT)

Agent, Reservations (Bozeman, Mt)At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn. Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it's our passion.Job SummaryThe Agent, Reservations is responsible for handling all reservation inquiries efficiently while exhibiting professionalism, enthusiasm, and interest. They will generate and optimize revenue by following the selling strategies set by the Sales and Revenue Management teams. They will provide various booking and planning services, including answering guest inquiries, offering itinerary recommendations, and converting reservation inquiries to generated sales. This position is based in Bozeman, Montana.Key Duties & ResponsibilitiesProvides the highest level of guest service (verbal & written), always demonstrating One&Only's service standardsExecutes reservation sales from initial inquiry to conversion to confirmationMaintains updated knowledge of selling strategies, accommodation rates, packages, facilities, products, and inventoryIdentifies and anticipates guest needs by asking open-ended questions to obtain all necessary informationEnsures the accurate input of reservations details in the reservations management systemSecures financial payment information in a timely, accurate, and confidential mannerExercises proper selling, up-selling, cross-selling and suggestive selling techniques to maximize property revenueRecords and processes reservations via all channels, ensuring a response is provided within 24 hours of receiptMaintains the confidentiality of VIP guestsCompetent use of property technology, such as OPERA PMS, SynXis, and Microsoft Office applications to manage reservationsEfficiently processes prior-to-arrival guest confirmation correspondence with all required information accurately daily, while duly entering all guest information, including all requests in the systemEnsures every caller directed to the department receives an optimum level of serviceTreats internal and external customers fairly with respect, while developing effective customer networksProvides accurate, appropriate, and relevant information about the resort, along with area attractionsDevelops a strong knowledge of and relationships with our local area partners, such as Big Sky Resorts and Yellowstone National ParkAchieves performance targets (Key Performance Indicators) to support the organization's goalsFollows the IFH call processing standard, achieving a minimum 85% LQA Reservation Mystery Shop scoreParticipates in Reservations self-audits that are conducted weekly to surmise training opportunitiesLiaises with the Sales Department regarding the booking of group roomsInputs group reservations as directedMaintains a comprehensive filing system in the Reservations DepartmentProvides the Team Leader and Manager with all relevant correspondence for late cancellation and no-show bookings to support the penalty chargesAttends briefings and meetings as requiredAttends all training programs as requiredDemonstrates adaptability and flexibility according to the work demandComplies with the resort and department cost-saving plansPerforms additional duties as assigned by the Manager, Reservations, or other members of ManagementSkills, Experience & Educational RequirementsA minimum of 1 year of experience with Reservations or significant experience working in contact centerMust be proficient in applications including Opera and Microsoft Office (Word, Excel, PowerPoint)Must be fluent in verbal and written EnglishExcellent communication skillsStrong organizational skillsMust be willing to work flexible hours, including weekends and holidaysBenefitsMedical Insurance: 80% Employer-Covered (Full-Time, Year-Round Only)Dental, Vision, and Life Insurance: 100% Employer-Covered (Full-Time, Year-Round Only)401(k) Program Participation: 4% Employer Match (Full-Time, Year-Round Only)25 Days of Paid Time Off (Full-Time, Year-Round Only)Subsidized Colleague HousingWinter Season Pass Program: Ski Pass or Fitness Pass (Subject to Availability)Complimentary TransportationComplimentary Meals on ShiftOn-Property Discounts Across Food & Beverage, Wellness, and RetailTravel Discounts Across Kerzner Properties WorldwidePhysical RequirementsThe ideal candidate must be able to perform all physical requirements of the job in a safe manner, with or without reasonable accommodation. Physical requirements include, but are not limited to: Remaining in a stationary position for long periods Constantly operating a computer and other office productivity machinery Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods Frequent bending, twisting, stooping, reaching, and pulling Lifting and carrying of loads weighing up to 30 pounds Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.