Reservationist

OBJECTIVE: The Reservations agent is responsible for answering phone calls and emails, booking reservations, and daily reporting. Must have strong communications skills, both oral and written, and knowledge of the ranch to assist in answering guest questions and to book reservations. Will at all times provide exceptional customer service and live by our “Fiver Spur Service Standards”. 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Work with Opera Property Management System, Track HS CRM and Microsoft office products to field guest inquiries via phone and email. 

• Operate within the policies and procedures set forth for the reservation department and the ranch. 

• Represent the ranch by being friendly and knowledgeable to both guests and staff. 

• Know all cabins/rooms layouts, amenities, and location. 

• Check availability, offer alternatives if needed, and quote rates for potential guests. 

• Answer any/all questions relating to a stay at the ranch: activities, programming, stay minimums, transportation, etc. 

• Book reservations efficiently to maximize room revenue. 

• Provide reservation documentation to guests as needed such as confirmations, deposit requests and reminders, etc. 

• Participate in weekly department meetings to discuss events and specials, promotions, marketing, revenue management, group bookings and future planning. 

• Monitor guest numbers for certain time periods to avoid exceeding capacity. 

• Provide daily reporting to double-check work and ensure all reservations are entered correctly. 

• Enter rebooking’s and follow up on rebooking requests as necessary. Maintain wait list as needed, reaching out as space becomes available.

PHYSICAL REQUIREMENTS: Must be able to sit for prolonged periods of time. Must be able to reach, pull, lift, bend. 

QUALIFICATION REQUIREMENTS:

 • High School Diploma or equivalent 

• Minimum 1 year experience and/or training in reservations or hospitality industry. 

• Candidates with a strong sales background in non-hospitality related fields will be considered. 

• Must demonstrate exceptional verbal and written communication skills and possess excellent telephone etiquette. 

• Proven ability to overcome objections, offer alternatives and close the sale. 

• Internally motivated; works well and achieves results with little or no supervision. 

• Manages stress, maintains focus and positive attitude amidst change or under pressure. 

• Works well in a team environment. 

• Experience with Windows Operating Systems, Microsoft Office Products, and Internet based programs and applications. 

• Experience with Opera or similar reservations or CRM systems a plus.