JOB DESCRIPTION

Winter Sports, Inc 

Title:Reservation Agent

Department:Central Reservations 

Status: Full Time Regular (FTR)

FLSA:Non-Exempt, Hourly

Job Summary: The Central Reservations Agent’s objective is to take phone calls, enter reservations into the computer, process associated paperwork and have a high level of accuracy and attention to detail. The Central Reservations office is located in the upper village at Whitefish Mountain Resort. The office is open seven days per week throughout the year; days and hours of operation vary depending upon the season and the business demands. 

Job Relationships:

•Reports to: Sales Manager

•Employees Supervised: None

Job Specifications:

•High school graduate or GED equivalent.

•Experience w/ reservation systems in a front desk or call center environment, preferred.

•Experience in resort reservations or travel service environment, winter resort preferred. 

•Sales experience preferred. 

•Ability to cross-sell resort activities.

•Provide accurate information on lodging and resort services.

•Able to speak clearly and communicate thoroughly with callers over the phone, in person, and via email.

•Must be attentive to details and value communication across multiple platforms.

•Must be a self-starter and able to work independently with little supervision.

•Must be an efficient multi-tasker.

•Must be detail oriented.

•Be able to adhere to WSI policies, central reservations office procedures and office safety procedures. 

•Have a high level of maturity and ability to work well under stress. 

•Deal calmly with guest complaints and work toward quickly finding an agreeable solution. 

•Subject to WSI’s Alcohol and Controlled Substance Abuse Policy based on the nature of the position and related duties.

Specific Duties:

•Answer phones in a professional and friendly manner and advise callers of lodging options available, as well as upselling callers when appropriate with lift tickets and activities.

•Understand and communicate lodging packages, booking rules and property specifics.

•Follow the Reservation Sales script and procedures for handling guest calls. 

•Perform all necessary data entry of reservations and any guest deposit payments or refunds.

•Communicate efficiently with the accounting department any inconsistencies on reservations.

•Process payments and guest information for reservations made online.

•Sending clear communication to guests prior to arrival, including check-in instructions and upselling activities.

•Reconcile payments for customer deposits daily and call on any overdue customer deposits. 

•Assist Sales Manager with various sales and marketing projects, including updating property descriptions and updating property photos.

•Input third party bookings and ensure accuracy across platforms including Expedia, Booking.com, VRBO, Airbnb, Redawning.

•Responding to emails and inquiries in the resort’s lead management system. 

Safety & Wellness:

All team members must be on constant alert for any unsafe conditions and work behaviors. This will involve, but not be limited to, periodic inspections of work and public areas. Follow up notification will be done to correct the condition or practice at the earliest possible opportunity.

Work Environment:

•Moderate physical activity required by handling objects up to 20 pounds frequently and up to 50 pounds occasionally.

•Able to be seated at a desk and computer work station for extended periods of times daily.

•Ability to stand for hours at a time.

•Job may require working weekends, holidays, and evenings during peak demand times. 

•Non-smoking environment.

This job description is to be considered a general outline of the duties and responsibilities of this position and is subject to changes and revisions by Winter Sports, Inc management at any time. Responsibilities are listed as guidelines only and the job is not necessarily limited to these specifications.