Reservations Agent

Overview:

Join the Sunriver Resort team and receive amazing benefits like free golf and recreation rentals, paid time off, 401K matching, health & medical benefits, complimentary and discounted stays and more! Our Reservations Team is looking to add on another Reservations Sales Agent! The Reservations Sales Agent 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.

The Reservations Sales Agent will always conduct themselves in a manner which supports the Core Values of Sunriver Resort: Trust, Commitment, Open and Honest Communication. They shall strive to provide exceptional service to both internal and external guests at all and for exemplifying the Sunriver Resort Culture as well as promoting Sunriver Resort as both the Destination and Employer of Choice!

Responsibilities:

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

Interacts with resort staff in a professional manner, assisting other departments with necessary information

Up sells other resort services and amenities to guests

Qualifications:

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 have strong computer skills

Must have strong working knowledge of Microsoft Office programs

Must be able to accurately follow instructions, both verbally and written

Must be highly detailed orientated

Ability to work a flexible schedule that may include evenings, weekends and holidays

Must have the ability to deal effectively and interact well with the guests and associates

Must have a passion for creating an exceptional experience for all guests

Permanent