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Reservation Agent - The Little Nell Hotel Group

Company: Aspen Skiing Company, L.L.C.
Location: Snowmass
Posted on: January 10, 2022

Job Description:

Job Description
Summary
Provides timely and accurate service to potential guests making reservation inquiries for the Limelight Aspen, Limelight Ketchum, Limelight Snowmass, The Little Nell and Residences at The Little Nell. Serve as highly motivated team member ensuring guest inquiries and sale leads are answered in appropriate fashion for the department as a whole.
Essential Functions of the Job


  • Answer inbound guest calls providing expert advice and exemplary guest service
  • Demonstrate a highly professional manner and provide the highest quality of guest service
  • Assist in completing the daily functions of the reservation's office based on workload and business volumes
  • Use available resources to research various reservation situations and guest issues
  • Qualify callers by asking questions regarding the desires they have for their lodging
  • Close the caller by asking for the booking at the appropriate moment in the call, or obtain the caller's name, address, and phone number for follow-up efforts
  • Close sales and communicate guest needs to elevate guest experience beyond expectation
  • Email confirmations and information regarding reservations made, or information requested
  • Respond to all inquiries (email or phone message) within 24 hours
  • Maximize occupancy by monitoring availability and placing new reservations adjacent to existing reservations
  • Achieve and maintain Forbes 5 Star; 5 Diamond reservation standards
  • Report to shift on time. Successfully manage time clock entries per department schedule
  • Attend meetings as required and take notes as needed
  • Complete tasks and projects delegated by management and assist other departments as business volumes and staff levels demand

    Competencies
    To perform the job successfully, an individual should demonstrate the following competencies:

    • Problem solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully. Develops alternative solutions
    • Customer service - Responds promptly to customer needs; Responds to requests for service and assistance; Takes ownership of assigned tasks
    • Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions
    • Motivation - Demonstrates persistence and overcomes obstacle; Measures self against standard of excellence;
    • Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality

      Additional Job Duties

      • Make Manager aware of guest's comments and complaints
      • Report to work in a neatly groomed and acceptable manner as outlined in the employee handbook
      • Report to shift on time
      • Comply with all policies and procedures for the Reservation Department, The Little Nell, and the Aspen Skiing Company
      • Is familiar with hotel fire and safety procedures. Assist in emergency and security procedures as directed by management
      • Complete tasks and projects delegated by your supervisor and assist other departments as business volumes and staff level demand

Keywords: Aspen Skiing Company, L.L.C., Snowmass , Reservation Agent - The Little Nell Hotel Group, Sales , Snowmass, Colorado

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