Job Description

Full-time Year-Round 2nd shift: 3pm – 11pm. Must be available weekend & holidays.

This position is responsible for making guest reservations, answering telephones, and providing general resort information via the phone to our guests. The primary duty of a reservation’s agent is to rent rooms to prospective guests. The agent must overcome any objections the guest has. Reservation Agents should have knowledge of Jiminy and the different services and amenities we offer. Applicants must be available weekends and holidays.

Duties & Responsibilities:

• Handles incoming calls in a professional, efficient, friendly manner.
• Asks leading questions and makes appropriate suggestions based on information provided.
• Controls the call to minimize time.
• Strives for a personal call conversation rate of 30% or higher. 
• Accurately takes reservations describing features as benefits.
• Uses knowledge of Jiminy Peak room inventory and rate specials to overcome rate resistance.
• Completes all advance deposits, credit card authorizations with attention and accuracy.
• Processes all email inquiries and messages from Website and third-party sites.
• Manually inputs all extranet reservations into SMS HOST - is knowledgeable of commission structure, cancellation policy, and deposit policies for each.
• Stays up to date regarding revenue vs. budget and NPS Scores. Strives to achieve business goals.
• Provides information regarding the hotel services.
• Stays up to date regarding groups or events on property using Function book BEO’s and website.
• Utilizes event page in SMS Host for Area happening.
• Utilizes waitlist and communicates with guests if any openings have occurred.
• Provides driving directions and other concierge information to guests.
• Assists in updating inventory/rates on SiteMinder extranet.
• Responds to website inquires and questions via customer engagement messaging software system.
• Applicant will be cross trained for Front Desk responsibilities to assist during periods of high business activity.

Qualifications:

• Customer service oriented and must possess a polite, strong phone presence.
• Strong written and oral communication skills.
• Must be organized, self- motivated, and detail orientated.
• Prior sales or customer service background is a plus.
• Effectively work and collaborate with Team members.
• Strong Computer and typing skills: Spring-Miller is a plus.
• Must be able to work weekends and holidays.
• 18 years of age or older

*This position will report directly to the Reservations Supervisor/and or Front Office Manager*

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