Reservations Agent

The Peaks Resort and Spa located in beautiful Telluride, Colorado, is looking for a Reservations Agent to join our team providing world-class service and an extraordinary experience for our guests.

Position Summary: The primary point of contact for guests inquiring about and booking accommodations at the resort. This role is essential in delivering exceptional customer service, maximizing occupancy and revenue through effective sales techniques, and ensuring accurate reservation processing in a fast-paced hospitality environment.

Essential Duties and Responsibilities:

(Other duties may be assigned)

• Answer incoming calls, emails, and online inquiries while delivering warm, professional, and accurate service that reflects The Peaks Resort and Spa standards.
• Book individual reservations, modify existing bookings, and process cancellations while maintaining accuracy in rates, dates, availability, and guest information.
• Follow all reservation procedures, including deposit policies, payment processing, billing verification, and required documentation.
• Communicate clearly with guests regarding room types, rates, promotions, resort amenities, and policies to ensure proper expectations prior to arrival.
• Actively listen to guest needs and proactively upsell/cross-sell room upgrades, packages, spa services, dining, activities, and seasonal offerings to enhance the guest experience and drive revenue.
• Meet or exceed performance expectations related to call quality, response times, conversion rates, and reservation accuracy.

Knowledge Skills & Abilities:

• Excellent customer service and communication skills, with the ability to engage guests professionally by phone and email.
• Demonstrate strong problem solving skills and escalate appropriately for seamless resolution
• Strong attention to detail and accuracy when entering reservations, processing payments, and managing guest information.
• Strong knowledge of hotel services, room types, rates, and local Telluride area attractions (or ability to learn quickly).
• Proficiency with various software programs and eager to learn and feel comfortable using PMS(Maestro) and other software systems

Education and/or Experience:

• High School diploma or equivalent GED
• Two years’ hospitality or resort reservation experience preferred
• Prior high-end customer service experience (nice to have)
• Comfortable with multitasking during high volume periods
• Ability to fulfill flexible scheduling requirements including but not limited to nights, weekends, holidays and overtime as needed

Physical/Mental Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to stand for long periods of time; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. The employee is occasionally required to sit. The employee must be able to lift up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

While performing the duties of this Job, the noise level is moderate to high during peak periods. Although temperature controlled the employee may be exposed to outside weather conditions. Activity level typically requires a high level of standing/walking per shift, occasional lifting and bending.

Compensation and Benefits

The salary range for this position is between $20.00- $22.00 per hour and 1% commission eligible. This is a Full-Time Year Around position

Benefits

• Medical/Dental/Vision coverage
• 401(k) retirement plan (after 12 months)
• Ski Pass

Applications will be accepted through – December 1, 2025

Pay: $20.00 - $22.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $20 - $22