Reservation Agent

Location: Sun Valley

The Reservations Agent plays a key role in delivering exceptional guest experiences by assisting guests with reservations, inquiries, and personalized recommendations. This position serves as a primary point of contact for guests, ensuring all reservations and payments are processed accurately while maintaining comprehensive knowledge of resort accommodations, amenities, and offerings.

Duties & Responsibilities:

• Answer incoming phone calls and respond to emails and online chats in a professional and timely manner
• Assist guests with room reservations, modifications, and cancellations using the reservation system
• Provide accurate information regarding room availability, rates, packages, and promotions
• Offer personalized recommendations, upgrades, and premium services to enhance the guest experience
• Maintain thorough knowledge of all room types, locations, amenities, and resort offerings
• Accurately create, confirm, and update reservations, including processing payments
• Address guest questions, concerns, or complaints with empathy and efficiency to ensure satisfaction
• Maintain detailed and accurate reservation and guest interaction records within the property management/CRM system (e.g., OPERA Cloud)
• Complete daily operational tasks efficiently and within established timelines
• Support supervisors and assist other departments as needed
• Perform additional duties as assigned

Qualifications:

• Previous experience in hospitality, reservations, sales, or a call center environment preferred
• Proficiency with or ability to learn reservation systems and CRM tools (e.g., OPERA Cloud) and basic office software (Microsoft Office)
• Ability to multitask across multiple systems while managing guest interactions
• Strong verbal and written communication and active listening skills
• Sales aptitude with the ability to upsell while maintaining a service-focused approach
• High attention to detail with strong organizational and time management skills
• Typing proficiency of approximately 45 words per minute preferred
• Ability to work independently and collaboratively in a team environment
• Commitment to guest privacy and confidentiality
• Flexible availability, including weekends and holidays
• Engage in physical activities like standing for long periods, walking, and utilizing hands for tasks that involve gripping, handling, and reaching
• Can safely lift and/or move up to 25 pounds

Equal Opportunity Employer
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