Inn at Lost Creek Reservations Agent

Summary:

TheReservationsAgentisresponsibleforhandlingreservations,inquiries,andcancellationsinan attentive, courteous, and efficient manner, and quoting rates to maximize rental revenue according to the TSG Properties.

Educationand/orExperience:

HighSchoolDiplomarequired,Associate’sorBachelor’sdegreehighlypreferred;minimumone

(1)yearReservationsAgentexperienceand/ortrainingpreferred;orequivalent combinationof education and experience.

EssentialDuties andResponsibilities:

Mustbeattentive,friendly,helpful,andcourteoustoguests,management,co-workers, and external partners.

 Mustbeextremelydetail-oriented.

 Anticipateguestneeds,respondpromptlyandacknowledgeallguests,howeverbusyand whatever time of day.

 Maintainacompleteandaccurateknowledgeof:

-Allhotelfeatures/services/hoursof operation

-Allroomtypes,rates,packages andpromotions

-Dailyhousecountandexpectedarrivals/departures

-Roomavailabilitystatusforanygivenday

-Daily Walk-inrates

 Reviewarrivalsnotingspecialrequestsandblockroomsasnecessary.

 Answersallincomingcalls promptly,andrespondstovoicemails/emailsintimely manner.

-Callsshouldbeansweredwithin3ringsandalwaysensurecompleteandaccurate information.Provide gracious and professional service on the telephone.

-Navigatemultiplesoftwareplatformssimultaneouslywhileonlivecalls.

 Abilitytoproficientlyhandleguestinquiriesregardingrentalproperties,travelandairport shuttle options, concierge services, resort operations and amenities, resort pricing and products and area visitor information.

Provide information and assist guest concerning; restaurants, theaters/ musical productions, airlines, automobile rental, transportation directions, office services, beauty/barberestablishments,andotherappropriateservices,andrenderreservations for such and collateral requests.

-Maintaincurrentlistingoflocalandareaattractions,specialeventsandactivities.

- Maintainalistingoflocaltransportationguides,churches,sportarenas,etc.

- Providehoursofoperationsforallrestaurants,loungesandshopswithinthehotel.

- Provideinformation,mapsand directionsasrequired.

 Efficientlyconvertcallstobookedreservations,andmaximizingrentalratesandrevenue via property management system, to include VIP reservations, packages, groups, anddiscounts.

 Clearlyandproperlydescribevariouspaymentandcancellationpoliciesformultiple seasons, dates, and events.

 Communicateservicesandamenitiesofthehoteltotheguests.

 Take,recordandrelaymessagestoguestsandco-workersaccuratelyandcompletely.

 Processpaymentsforonlinereservationsgeneratedbypropertywebsiteandthird party/online travel agencies.

 CommunicateandworkcloselywiththeOperations&FrontDeskteams.

 Manageandcorrectlyupdatereservationleadforms,guestdatabase,andrelated files.

 AssisttheMarketing,Sales,andGroupsdepartmentsasneeded,includingproductionof collateralmaterialandgenerationofsalesleadsfromemailandgeneralphoneinquiries.

 Abletoaccessandverifygroupcontractsforindividualreservationsundergroup blocks.

 Helpmaintainrelationshipswithareahotelsandpropertymanagementcompanies,and coordinate direct bookings as necessary. Requires memorizing OTA and wholesaler commission structures.

 Meetatbeginningandendofshiftwithoncoming andoutgoingstafftoreview statusonVIPs’,arrivals,departures,maintenanceandspecialrequests.

 Keepofficeorganizedandclean.

 Workwith frontdesktopreparelifttickets fornext dayarrivals.

 Ifnecessary,assistthefrontdeskduties,suchascheck-in/outprocedures.

 FollowtheTSGpoliciesforcomputersandalltechnology,includingnopersonalemailon computers, no unauthorized websites, etc.

 AdherestoTSGpoliciesandprocedures;adherestoalllocal,County,State,andFederalregulations.

 SupportTSG’s vision,mission,andgoals.

 AdheretoallTSGpoliciesandprocedureslistedintheemployeehandbook.

 Attendmeetings/trainingsasrequiredbymanagement.

 Performotherdutiesasrequestedbymanagement.

QualificationsandSkillSetRequirements:

To perform this job successfully, an individual must be able to perform each essential duty in a satisfactorymanner.Abilitytoperformassigneddutieswithattentiontodetail,speed,accuracy, follow-through, courtesy, cooperativeness and work with a minimum supervision.Work as a member of a team and provide excellent internal customer service.The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essentialfunctions.

            Atleastone(1)yearofexperienceasaReservationsAgentpreferred

           StrongcommunicationskillsinEnglish(verbalandwritten)are required

Typingskillsarerequired,

IntermediatetoAdvancedabilitiesusingcomputers

IntermediatetoAdvancedskillsinMicrosoftOfficeprograms(Outlook,Word,Excel), property management software (PMS), and web-based platforms

MinimumofSecondaryEducation(HighSchool)levelmathabilities

Detail-Oriented

Experiencecommunicatingwithvariousdemographics Physical Demands:

While performing the duties of this job, the employee is frequently required to sit. Standing desks can be located at the workstation. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands/arms and stoop, kneel, crouch, or crawl andtalkorhear.Theemployeemayberequiredtoliftand/ormoveupto25lbs.Specificvision abilities required by this job include close and distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Reasonableaccommodationsmaybemadetoenableindividualswithdisabilitiestoperformthe essential functions.

Educationand/orExperience:

HighSchooleducationorGEDandatleast6monthsexperienceinasimilarcapacity. Language Skills:

Abilitytoeffectivelypresentinformationandcommunicate(read,speakandwrite)tomanagers, co-workers, guests and the general public.

ReasoningAbility:

Abilitytoapplycommonsenseunderstandingtocarryoutinstructionsfurnishedinwritten,oral, or diagram form.Ability to deal with problems involving several concrete variables in standardized situations.

ComputerSkills:

Toperformthisjobsuccessfully,anindividualshouldhaveknowledgeofOutlook,Internet Explorer, and Microsoft Office.Hotel reservations system knowledge a plus.

OtherQualifications:

Ability to stand for considerable amounts of time. KnowledgeofTellurideSki&GolfandtheTellurideregion.

Abletoworkaflexiblescheduleincludingnights,weekendsandholidays. Able to function effectively at elevations of 10,000 feet or higher.

Abletofunctioneffectivelyininclementweatherconditions. Advanced knowledge of resort operations.

WorkEnvironment:

Theworkenvironmentcharacteristicsdescribedherearerepresentativeofthoseanemployee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WhileperformingthedutiesofthisJob,theemployeeisregularlyexposedtooutsideweatherconditions.

The wage for this position is $21.00/hr

FTYR Benefits include Group Health (Medical, Dental, Vision, Life & AD&D), 401(K) match, Flexible Spending, Paid Time Off, Mix of Vacation Time/Sick Time

Benefits include ski pass, dependent passes (for full time commitment), discounted lift tickets, lift tickets at other CO resorts, discounted employee shuttles and discounted meals and lodging and ski school discounts