Reservations Agent (FT)

SUMMARY

This position educates and entices callers into booking a reservation while matching the caller’s needs to the most suitable accommodations. It serves to maximize sales in rooms as well as golf, spa and restaurants on property while promoting goodwill and a good image for the resort on the phone.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Attend GTRS Orientation and Guest Relation classes.
• Accurately book reservations in the computer, inputting correct departmental codes.
• Answer phone calls promptly and professionally.
• Know the entire layout of the property and be able to describe, in great detail, the various accommodations and facilities available.
• Know/Understand all special promotions, packages, and rates.
• Have a working knowledge of the Group Reservations, Front Desk, and Housekeeping areas and how they relate/interact with the Reservations Department
• Handle no show reservations, cancellations, guarantees and direct billing according to departmental procedures.
• Typing, filing, and other clerical duties pertaining to the Reservations Department
• Attend GTRS Orientation and Guest Relation classes.
• Maintain an up-to-date information book and email
• Report any unusual requests and disgruntled guests to manager
• Maintain a clean and net work area
• Adhere to company/departmental policies and procedures including all safety and emergency procedures
• Follow proper grooming and dress standards set forth by the Employee Handbook.
• Maintain good rapport with fellow employees and reflect positive attitude.
• Maintain open line of communication with supervisor
• Understand and abide by environmental practices of the resort.
• Any other responsibilities deemed appropriate by Supervisors

EDUCATION/EXPERIENCE

• High school diploma or equivalent required
• Familiarity with Traverse City area required.
• 1 year sales experience is preferred
• Knowledge of hospitality industry preferred
• Strong computer knowledge & telephone skills a must

OTHER SKILLS AND ABILITIES

• Enthusiasm & Professionalism
• Excellent oral and written communication skills
• Detail Oriented
• A pleasant, outgoing, friendly, and customer service driven person is a must for this position

SUPERVISORY RESPONSIBILITIES (If applicable)

N/A

TYPICAL PHYSICAL DEMANDS

• Frequently required to sit for long periods of time, use hands to finger, handle, or feel and talk or hear.
• Occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
• Must occasionally lift and/or move up to 40 pounds. 

TYPICAL MENTAL DEMANDS

• Comprehend & follow instructions
• Perform assigned tasks and meet deadlines
• Occasional high stress

WORKING CONDITIONS

Office environment.  The noise level in the work environment is usually moderate.  Hours and days vary.

Native American Preference will apply.  Must be able to pass a background investigation and drug screen as a condition of employment. This job description is not intended to be all-inclusive. An employee will also perform other reasonable related job responsibilities as assigned by their supervisor and/or other management of the Resort to meet the current needs of the department or business.