The Reservations Agent at The Woodlands Resort is expected to make, confirm, and cancel reservations in a pleasant, professional and efficient manner so as to create a positive guest impression and increase resort occupancy. They will monitor inventory, open and close room types and rate levels, and coordinate group bookings and monitor pick-up, in order to assure profitability of the resort. They will assist in maintaining the AAA Four Diamond Standards.

• Answers incoming guests call professionally
• Books reservations for guests, ensuring accuracy in reservation
• Responsible for reaching budgeted monthly targeted Average Daily Rate(ADR)
• Obtains a low percentage of call abandonment on monthly basis
• Cancels or changes reservations as requested
• Maintains a strong understanding of Sunriver Resort and Central Oregon alike
• Capitalizes on up-selling to maximize night stays and maximizing rates
• Focuses on yield management strategies
• Generates additional interest in all recreation/spa products and utilizes concierge/vacation planner to solicit business
• Responsible for tracking calls that are “turn away”
• Performs daily duties on the reservations report assignments
• Provides general resort information for guests
• Offers warm and sincere welcome/farewell for all guests of Sunriver Resort including use of guest name & good eye contact with each guest
• Resolves guest problems and is empowered to act in absence of manager
• Makes decision on VIP status and communicates appropriately
• Maintains strong communications with Front Desk, Concierge and Bell service
• Maintains an up to date working knowledge of all resort amenities as well as any special events

• High school diploma or equivalent
• Prior hospitality experience preferred
• At least one year customer service experience required
• Prior inbound calling experience preferred
• Must have excellent phone etiquette
• Must be able to read, write and speak English
• Must have strong computer skills
• Must have strong working knowledge of Microsoft Office programs
• Must always ensure a teamwork environment
• Ability to work a flexible schedule that may include evenings, weekends and holidays
• Must be 18 years or older

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