Position Purpose:
Under the direction of the Reservation Manager, the Reservationist will provide a seamless guest experience by securing accommodation, dining, and resort experience reservations with a professional and approachable demeanor.
**Weekend and Evening Availability is Required**
Responsibilities/Duties/Functions/Tasks:
- Secure all resort reservations (accommodations, experiences, and dining) via phone and electronic booking channels.
- Communicate with guests primarily via phone and e-mail, occasionally in person.
- Act as a brand ambassador to curate "the perfect stay" for each and every guest
- Provide back-up support for guest services staff members, as needed.
- Ability to manage multiple systems simultaneously, leverage technology to increase efficiency and drive productivity
- Strategically up-sell guests to maximize revenue
- Provide tours to guests, if requested
- Provide support for Sales Department
- Maintain an approachable, knowledgeable, and accommodating attitude
- Answer general inquiries and direct phone calls to their appropriate departments
- Handle guest complaints with empathy and work to bring resolution to issues with little direct support from supervisor
- Maintain knowledge of current area events, activities, and hours of operation
- Maintain knowledge of guest policies, room rates, and availability
- Other duties, as assigned
Requirements
- High school degree
- Comfortable working in a highly technical, multi-system driven environment
- Knowledge of high-touch operations and service requirements
- Ability to work independently and exercise excellent judgement
- Excellent written and verbal communication skills
- Proficiency in Microsoft Office programs and strong computer literacy
- Ability to multi-task effectively under fast-paced working conditions
- Must demonstrate a professional demeanor and possess highly developed interpersonal skills
- Flexibility with hourly schedules, including weekend, holiday and evening availability
PREFERENCES
- Prior experience in hotel operations/ reservations
- Experience working with Stay n' Touch PMS and Synxis CRS
- Specialized historical knowledge of Cayuga County
- Extensive knowledge of arts, culture, viniculture, agriculture, and history of the Finger Lakes and Inn
- Familiarity with IOA properties
Benefits
We are proud to offer outstanding benefits to all of our employees.
Full-time employees, those working 30 hours per week or more on average, are offered competitive medical and dental benefits, as well as generous paid time off packages.
Full-time and part-time employees are eligible to participate in our 401K program and supplementary benefits.
We are proud to offer all of our employees a highly competitive employee discount at all of our lodging and dining properties.