Central Reservations Agent

SUMMARY

The Central Reservations Agent should be enthusiastic about working in a fast-paced sales and customer service environment.  The Agent will provide efficient, accurate, informative and friendly service to all Tamarack guests. The role of the Agent is to match and book lodging and resort products/services for guests in advance of their visit. This person will be up to date on all Tamarack products, discounts and promotions, and will provide guests with their best purchase options for the duration of their stay; including lodging accommodations, lift tickets, season passes, rental equipment, lessons, spa services, guided services and dining. 

Product, resort sales, service and system training will be provided. Compensation is hourly plus commissions on consumed sales and bookings made without error. Central Reservations Agent is a seasonal position with opportunities for promotion within the department and resort.

EMPLOYEE EXPERIENCE

Working at Tamarack is an incredibly rewarding and magical experience. Not only will you be working in a beautiful mountain environment, but you will also receive amazing employee perks like a season pass for you and your family, resort discounts, free childcare and more!

Tamarack Resort offers a comprehensive benefits package including free childcare, season passes, employee housing in our brand-new housing units, resort discounts, 401k, health, dental, vision, life insurance, and more! We are passionate about guest service and delivering memorable experiences to all who enjoy Tamarack.

Mountains, meadows and lakes are for everyone, and our resort community is no different. We are committed to promoting equality, diversity and inclusion in hiring, training, and career advancement. We celebrate and respect our diverse team members and guests.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Ensure Tamarack Resort standards of service are always delivered to guests, homeowners, and fellow employees.
• Be responsible for taking inbound calls, emails, and chat messages to Central Reservations. Make outbound calls to existing guests or past guests to assist with their vacation plans.
• Be knowledgeable and up to date on all products, events, discounts and promotional programs offered by Tamarack Resort.
• Operate as a sales representative, matching guests’ needs to the correct product and offering ancillary products on every opportunity.
• Meet productivity and quality standards by setting clear and accurate expectations and ensuring reservations are free from error.
• Fully understand and be able to properly utilize all sales functions on the Tamarack Resort point of sale and booking systems.
• Be on time for all scheduled shifts, which may include weekends and holidays; and maintain acceptable attendance to ensure incoming calls are not abandoned.
• Respond to guest inquiries and requests from different communication channels and resolve issues in a timely, friendly, and efficient manner.
• Summarize and quality control bookings made over the phone and online.   
• Complete closing procedures required at the end of each shift.
• Provide guests with accurate lift status, weather conditions and details on current or upcoming mountain events. 
• Assist with special projects and perform other duties and responsibilities as assigned. 
• Have fun! Create relationships and a professional rapport with Tamarack Resort guests.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must enjoy working and interacting with Tamarack Resort guests and other Tamarack employees.
• Previous sales and service experience.
• Preferred experience in a Property Management System and Point-of-Sale system. 
• Ability to handle and manage confidential information.
• Ability to multitask while maintaining organization and attention to detail.
• Ability to solve problems and see resolutions through to the finish with guest satisfaction.
• Must be over 16 years of age.

EDUCATION and/or EXPERIENCE

Prior work experience with a ski resort, seasonal business and/or the hospitality industry is highly preferred. 

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public. Bi-lingual a plus.

MATHEMATICAL SKILLS

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of geometry.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS

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.

• Long durations of sitting and talking in both noisy and quiet locations. 
• Frequent bending, climbing, kneeling squatting, twisting/turning from waist and pushing/pulling objects both with and without wheels. 
• Will be working with hands and fingers and lifting and moving objects up to 25 pounds horizontally and vertically on a regular basis.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Weekend and holiday work will be required.
• Hazardous Weather