Reservations Team Member presso Bear Creek Mountain Resort

WHAT WE ARE LOOKING FOR:

The ideal Reservations Team Member for Bear Creek is a guest service focused individual with the ability to help create a positive, memorable experience for our guests. The successful team member will be able to work with their team as well as individually, have good communication skills, be detail oriented and foster the Bear Creek culture by focusing on our guests. This position will be an important member of the Reservations team as it is often the first interaction a guest has with Bear Creek, as such they greatly impact the guest service expectation throughout their experience. The right person will work with the guest to complete reservation information as well as other departments throughout the resort to ensure that Bear Creek can meet the guest's reservations needs.

WHAT WE EXPECT FROM YOU:

• Answer telephone calls within 3 rings, using correct salutations and telephone etiquette
• Accurately process in reservation system all reservation requests, changes and cancellations received by phone, fax, mail, internally and through corporate reservations center or travel agencies
• Accommodate special requests and designate in system
• Access guest history records to best service guests; maintain accurate information in guest history files
• Maximize rates for all reservations. Verify availability. Suggest alternate dates for sold-out dates
• Promote and sell holiday and other packages to callers requesting reservations on designated dates
• Assist callers with dining room and Spa reservations and amenity orders
• Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller
• Relay accurate information on transportation arrangements from airport to hotel; input and document such requests
• Set up proper billing accounts (i.e., shares with, room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits
• Designate and apply appropriate travel agency commissions
• Initiate deposit refunds for non-group reservations
• Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department
• Create individual files and group masters with designated information for each group booking received from the Sales Department. Update changes received from Sales
• Set up group room blocks in the system. Book group reservations against the room block
• Input group rooming lists
• Monitor group cut-off dates and review with Sales or group contact
• Review group resumes and convey all pertinent information in the system to appropriate personnel
• Process requests for mailing brochures, correspondence and package information
• Compile and maintain information for daily/weekly/monthly reports
• Review status of assignments and any follow-up action with on-coming Agent
• Document maintenance needs on work orders and submit to Manager/Engineering Department
• Assist PBX and Front Desk as assigned

WHAT WE EXPECT FROM ALL BCMR TEAM MEMBERS:

• Acknowledge all guests and respond promptly to their needs, however busy and whatever time of day. Ensure unresolved incidents are reported to Manager/Supervisor
• Familiarity with all hotel services/features and local attractions/activities to respond to guest inquiries accurately
• Contribute to the team's success by accomplishing tasks and assisting with projects as needed
• Maintain knowledge and compliance with departmental policies, service procedures, and standards
• Work as a team member to ensure our guests have the best possible experience
• Understand emergency procedures and be able to apply them when necessary
• Report any incidents, property damage or injuries immediately to Manager/Supervisor
• Attend department meetings and training sessions as necessary
• Other duties as assigned by Manager and/or Supervisor
• Support Southern Management's Mission, Vision, and Values
• Comply with Bear Creek and Southern Management's policies and procedures