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Reservation Agent:
ESSENTIAL DUTIES AND RESPONSIBILITIES Including the following. Other duties may be assigned.
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1. Act as a Targhee Ambassador, demonstrating excellent customer service and inspiring guests to discover genuine experiences and adventures at Grand Targhee Resort.
2. Answer the Reservations Office telephone lines and emails with the intent to sell potential guests lodging accommodations, vacation packages and other available services that best suit guest requests.
3. Accommodate guest requests to the best of our availability by providing detailed and accurate information about lodging, resort amenities, resort activities, various promotions, vacation packages, regional attractions, and events.
4. Clearly understand and effectively communicate special rates, packages and promotions that are implemented throughout the year.
5. Must be able to explain all product policies in a clear and concise manner to avoid any misunderstandings.
6. Book and cancel reservations according to policies and procedures ensuring that fees are accurately quoted and charged.
7. Provide guests with the appropriate email confirmation letters.
8. Follow up on all inquiries received in a timely manner and based on the inquiry management system policies and procedures in place.
9. Work as a part of a team to complete daily office procedures listed on the Reservations Team Checklist. Complete tasks efficiently and in a timely manner.
10. Solve accounting variances and ensure correct postings are made and charged.
11. Process deposits and final payments on all reservations according to current policies.
12. Update and maintain inquiry and guest data information, waiting lists, and reservation holds.
13. Work with various third-party companies to process and confirm reservations, maintain availability in various databases, and charge applicable fees.
14. Keep guest database current and accurate in RTP (Point of Sale System) and RDP (Property Management System).
15. Report any system issues and discrepancies.
16. Assist Central Reservations Supervisor with additional projects as assigned.
17. Maintain high standards for quality.
18. Maintain current knowledge of the Resort, local and regional events, activities, and points of interest to enhance our guests’ experiences.
19. Work flexible hours, including weekend and holiday shifts.
RESPONSIBILITES TO SAFETY
1. Protect the safety of self-workers, and Grand Targhee Resort guests.
2. Report any potentially harmful equipment or situations to the immediate supervisor without delay.
3. Report safety-related accidents and incidents at once to immediate supervisor.
4. Follow all company and department safety policies and procedures as outlined in the Resort’s Occupational Safety & Health Compliance Manual and department-specific procedures or manuals.
5. Operate equipment safely so that it will not lead to injury to yourself or others.
6. Drive in accordance with the law and Grand Targhee Resort policies.
SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.
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Requirements
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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 essential functions.
EDUCATION and/or EXPERIENCE
High school diploma and related job experience preferred. Typing and basic 10 key skills required. Strong working knowledge of basic computer applications, including Microsoft Office is required. Experience with RDP (Property Management System) and RTP (Point of Sale System) are helpful but will train.
LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to communicate effectively and professionally on a level appropriate with guests, peers, and staff. Able to communicate effectively via phone and email.
MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts, interest, proportions, percentages, and volume.
REASONING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, verbal, diagram, or schedule form.
PHYSICAL DEMANDS
The physical demands & work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The employee frequently is required to walk and climb or balance. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT
While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The employee is occasionally exposed to fumes or airborne particles. The noise level in the work environment is usually moderate.
Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.
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Summary
Responsible for promoting and selling Grand Targhee’s available services. The agents will book guest reservations by providing detailed information on the services offered. The position focuses on telephone sales, customer service, and clerical tasks to ensure booking accuracy. It requires the ability to multitask, while being very detail oriented. As a customer focused organization, the goal is to help create a positive environment for guests from their first point of contact through their entire stay. The Central Reservations Agents are the first point of contact for potential guests; therefore, they play a key role in setting the stage for the guest’s overall satisfaction. A positive experience from the beginning will help increase reservations, retain bookings, encourage return visits, and spread the word to family and friends with the hope of gaining additional new reservations.
