Description

Salary starting @ $20.00 - $22.50/hr, depending on experience

We are hiring a full-time, year-round, on-site Reservations Agent. Are you looking for a rewarding job that still allows you to enjoy Telluride living? The Mountain Lodge Telluride is looking for a few energetic, detail minded, outgoing and fun-loving people to join our fast-paced Reservations Team. Ready to make a change? With a job here, you can apply your knowledge and positive attitude to helping our guests and visitors. We offer great pay, ski pass/end of season bonus, benefits, 401(k) with match, PTO, etc.

Purpose of Position:

The Reservation Agent is responsible for handling all guest and owner reservation inquiries in a courteous, professional, and efficient manner at a full-service condominium hotel. This role ensures accurate booking of accommodations, promotes hotel amenities, maximizes occupancy and revenue, and delivers exceptional service consistent with brand standards.

Essential Job Functions/Responsibilities to include the following. (other duties may be assigned. Management also reserves the right to change or modify position descriptions from time-to-time to meet the needs of the business with or without notice).

Reservations & Sales
- Process all reservation requests via phone, email, online platforms, and in person.
- Accurately input, modify, and cancel reservations using OPERA Property Management System (PMS).
- Manage and track leads, inquiries, and follow-ups through the TrackPulse Lead Management System.
- Promote room upgrades, packages, and hotel amenities to maximize revenue.
- Provide detailed information about room types, rates, policies, and availability.
- Maintain thorough knowledge of seasonal rates, promotions, policies and inventory.
- Follow up on pending reservations and sales opportunities to convert inquiries into confirmed bookings.
- Assists in selling trip insurance to guests.
Guest & Owner Relations
- Respond promptly and professionally to guest and condominium owner inquiries.
- Coordinate owner bookings in accordance with rental program agreements ins absence of Reservations Manager
- Communicate special requests to relevant departments (Housekeeping, Engineering, Front Desk).
- Handle guest concerns related to reservations with diplomacy and problem-solving skills.
Administrative Duties
- Maintain accurate reservation records and documentation within OPERA PMS.
- Monitor room availability and inventory controls.
- Update and manage lead status and reporting in TrackPulse.
- Assist with group blocks and special event reservations when needed.
- Prepare daily arrival reports, review booking reports, traces reports and follow up.
- Follow up on no-shows, cancellations, and billing discrepancies.

Qualifications:

High school diploma or equivalent required; hospitality degree preferred.
1–2 years of experience in hotel reservations, front desk, or hospitality sales preferred.
Experience in a condominium or mixed-use hotel environment a plus.
Proficiency with OPERA Property Management System (PMS) or another PMS helpful but will train
Experience using TrackPulse Lead Management System or similar CRM/lead tracking platform preferred.
Strong verbal and written communication skills.
Excellent customer service and sales abilities.
Strong attention to detail and organizational skills.
Ability to multitask in a fast-paced environment.
Must allow for a flexible schedule, including evenings, weekends, and holidays.

NOTE: This job description is not intended to be all-inclusive and may change from time to time. Employees may perform other related duties as needed based on business needs and management discretion.

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