Reservations Agent - Full Time
Job title: Reservations Agent - Full Time in Sundance, UT at Sundance Resort
Company: Sundance Resort
Job description: Job Title: RESERVATIONS AGENTRate of Pay: $16.00/Hour + CommissionsShift: Monday-Friday 8 AM-6 PM,Saturdays and Sundays 9 AM-5 PMMust be available to work weekends and holidaysFull-Time, Year-Round PositionFLSA Status: Non-Exempt/HourlySummary:Assist guests with reserving lodging at Sundance Mountain Resort by curating personalized experiences, providing tailored recommendations, and delivering exceptional luxury service.Key Responsibilities:
- Provide personalized assistance to guests via phone, email, and online chat, ensuring all questions regarding accommodations, amenities, and packages are answered professionally and accurately.
- Accurately input and confirm reservations using StayNTouch, ensuring special requests, preferences, and VIP details are noted. Monitor and manage availability and overbookings to ensure smooth operations and open booking availability.
- Monitor Non-Revenue and discounted bookings in line with our Lodging Partner Rental Management Agreements, ensuring revenue distribution is allocated appropriately across unit types
- Recommend upgrades, special packages, and exclusive experiences to enhance the guest's stay while maximizing revenue.
- Stay up to date on room categories, resort activities, dining options, spa services, and special promotions to provide guests with the best recommendations.
- Maintain a thorough understanding of our third party booking partners and travel advisors being sure to notate reservations appropriately with accurate benefit details, notes, and routing instructions.
- Build rapport with guests, personalizing interactions to reflect Sundance's brand, as well as Forbes Standards, and exceeding those expectations.
- Build lasting relationships with our Lodging Partner Community and Resort Ownership, going out of your way to provide assistance and service to their reservation needs or special requests.
- Handle changes, cancellations, or rebookings efficiently, ensuring minimal disruption to the guest experience.
- Conduct outbound calls to follow up with guests and finalize their bookings
- Work closely with sales and event teams to facilitate group reservations, weddings, and exclusive VIP stays.
- Maintain streamlined communication between Housekeeping , Front Desk, and Concierge teams to ensure accuracy of guest preferences, recognition of special requests or occasions, and other pertinent details obtained during the reservations process/
- Manage group room blocks, input and update rooming lists, track reservation deadlines, and work with event planners to ensure seamless group stays.
- Assist travel advisors in booking their clients' stays, providing expert guidance on accommodations, amenities, and packages while delivering a high level of luxury service.
- Initiate communication between travel advisors and the Concierge team to enhance the overall guest experience, allowing the concierge an opportunity to curate a customized Resort experience by building a personalized itinerary for each client.
- High school diploma or equivalent required; associate or bachelor's degree in hospitality, tourism, business, or a related field preferred.
- Minimum of 1–2 years of experience in hotel reservations, front desk, or a luxury hospitality setting preferred.
- Strong attention to detail to ensure accuracy in reservations and special requests.
- Ability to learn and use booking platforms, CRM systems, and payment processing tools efficiently.
- Must be at least 18 years old.
- Exceptional verbal and written communication skills, with a polished and professional demeanor.
- Ability to actively listen and anticipate guest needs to create tailored experiences.
- Moderate noise level.
- On site at Sundance Mountain Resort
- Benefits package that includes: subsidized medical, dental, vision, 401k & paid time off policy.
- Employee discounts on dining and resort amenities
- Season Pass