Reservationist

Reservationist
Company: Verde Canyon Railroad
Location: Clarkdale, Arizona
Reports to: Reservations Manager
Classification: Non-exempt, Hourly, Full-time/Part-time

Position Summary

The Reservationist is the first point of contact for guests booking their Verde Canyon Railroad journey. This role handles ticket sales, answers inquiries, and provides friendly, accurate, and professional assistance to ensure a seamless booking process and positive guest experience.

Key Responsibilities

Guest Interaction & Booking

• Answer phone and online inquiries, process reservations accurately, and issue tickets.
• Provide detailed information on train schedules, pricing, special events, and packages.
• Process payments and handle reservation changes, cancellations, and related requests.
• Deliver excellent customer service, resolving guest concerns and escalating complex issues as needed.

Data Management & Accuracy

• Use reservation software and data entry systems efficiently and accurately.
• Maintain updated records of guest interactions and reservations.
• Protect guest information and adhere to privacy and data security policies.

Product Knowledge & Communication

• Maintain strong knowledge of Verde Canyon Railroad routes, amenities, history, and unique offerings.
• Communicate clearly and professionally with guests, using active listening to understand their needs.
• Quickly resolve routine issues and escalate complex problems when required.

Compliance & Professionalism

• Follow all company policies and procedures related to reservations and sales.
• Represent the Verde Canyon Railroad with professional conduct, ethical sales practices, and a positive attitude.
• Perform other duties as assigned to support business operations and team needs

Qualifications & Requirements

• High school diploma or equivalent; must be at least 18 years old.
• Customer service or call center experience preferred.
• Must pass a drug screening and criminal background check.
• Strong communication, active listening, and problem-solving skills.
• Proficient in computer use and accurate data entry.
• Organized, detail-oriented, able to manage multiple tasks in a fast-paced environment and punctual.
• Flexible schedule including weekends, evenings, and holidays.