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Position Description

Reservation Agent
Location United States
Job Code 370
# of Openings 3
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Principal Purpose of Job:

Support and assist the Reservations department to make lodging reservations for the Ranch and its Winter Park properties including outlets and area attractions for individual guests and groups while promoting DTR service standards, serving as a role model for all Reservations staff as well as maintaining the integrity of the Ranch and Reservations operations, policies and standards across all three properties.


Essential Duties and Responsibilities:

  • Ability to be fully functional and execute the daily tasks in the Reservations department. The duties include but are not limited to:
    • Checking voicemails continuously throughout a shift and responding within departmental expectations.
    • Checking all e-mails and responding within departmental expectations.
    • Ability to maintain a professional conversation when speaking to all guests and employees.
    • Ability to be fully functional with all phone and property management systems.
    • Confirm payment and booking for all reservations including 3rd party bookings.
    • Being knowledgeable about all properties at Devil’s Thumb Ranch and its Winter Park properties in order to make the best suggestion for the guests needs.
    • Being knowledgeable about all the outlets Devil’s Thumb Ranch and everything the ranch has to offer for lodging guests and day visitors.
    • Offer to make reservations for all outlets prior to arrival.
    • Being knowledgeable about the area and activities to provide recommendations.
    • Ability to understand and handle all billing questions for guests.
    • Ability to make reservations and special requests the guest might have.
    • Ability to have general knowledge about all departments so that you are able to assist or direct all calls to the correct department.
    • Ability to cross train with other departments in order to have a better understanding of the daily operations
  • Ability to execute the Front Office duties according to DTR service standards when needed including but not limited to:
    • Making guests feel welcome and “at home"
    • Making reservations and checking guests in and out
    • Delivering luggage to guest rooms
    • Answering guest calls and questions and providing guests information
    • Inspecting rooms prior to arrival and informing Housekeeping/Maintenance of any issues or handling directly.
    • Uphold standards to meet/exceed guest expectations.
    • Assist the Reservations Supervisor and Manager when needed

Other Duties:

  • Willing and able to work all shifts as necessary to ensure proper coverage
  • Willing to be flexible with start and end time of shifts to ensure proper coverage
  • Willing to provide support to any of the Front Desks at all Devil’s Thumb Ranch properties.
  • Willingness to accept new responsibilities and transfer others.
  • Assist the Director of Lodging, General Manager, Guest Service Manager, and Guest Supervisors with any tasks or projects as assigned. This job description is an overview of the scope of the responsibilities and is not intended to be an inclusive list of all job tasks and expectations. With the evolution of Devil’s Thumb Ranch and other properties, the responsibilities of this position will change.
  • Serve as a role model for employees and peers for behaviors pertaining to teamwork, guest service, effective communication and leadership.
  • Ensure DTR/Lodging safety standards are met in all areas of the department as they relate to DTR brand, appearance and cleanliness.
  • Develop and maintain positive working relationships with others.
  • Ensure flow of communication within and between departments.
  • Benchmark best practices of competitors
  •  Comply with quality assurance expectations and standards.
  • Any other duties as assigned by director or other manager.

Personal Attributes and Skills:

  • Outgoing, approachable and friendly demeanor; enjoy working with the public
  • Must have strong organizational and multi-tasking skills
  • Excellent communication skills (written and verbal)
  • Ability to be self-directed and work with minimal supervision
  • Positive and proactive approach to teamwork and working with others
  • Trustworthy and able to handle confidential paperwork, data and information
  • Excellent guest service skills, especially when resolving complaints in a positive manner
  • Must be able to work in a fast past and ever changing environment
  • Professional dress and demeanor
  • Flexible when it comes to the needs of the Ranch and the department

Education/Experience:

  • High School Diploma required
  • Ability to communicate accurately and comfortable in the English language.
  • Having 1-2 years of hospitality experience preferred.
  • Having a minimum of 1 year in a sales generating role required.

Special Skills/Equipment/Requirements:

  • Knowledge pf ResortSuite PMS (or other property management system) helpful.
  • Available to work a flexible schedule including some nights, weekends, and holidays as needed.
  • Basic computer/ e-mail knowledge required.
  • Solid proofing/editing skills to review docs/correspondence for spelling, grammar and content
  • Ability to operate multi-line phone system
  • Must possess a valid driver’s license and clean driving record

Compensation:

  • $14.11 per hour

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences of relief, to equalize peak work periods or otherwise balance the workload.
Due to the nature of our 24-hour operation, there is no guaranteed work schedule. Managers will try to accommodate specific schedule requests, but they are never guaranteed if business volume prohibits.