Reservations Agent

Stonewall Resort, a lakeside destination in Roanoke, WV, is seeking a highly engaging, customer-focused Reservations Agent to join its Reservations team. The role creates positive guest interactions that build anticipation for upcoming visits and helps guests discover their 'Wanderlust' experience. The Reservation Agent will ensure that all work has been completed and input accurately.

Responsibilities

Professionally manage all incoming reservation calls; Confirm reservations and accurately manage them in PMS; Up-sell, cross-sell and promote the resort; Answer questions on rates, resort facilities, services, room types, availability and special promotions; Coordinate information with sales, conference services and other departments; Interact with Group Coordinator on bookings; Post advance deposits and keep accurate deposit records; Complete shift reports and daily call sheets; Handle guests' special requests professionally; Cross-train and assist in PBX and the Front Desk; Activate manual system in the event of system downtime; Answer Stonewall Info inquiries daily; Perform all duties in accordance with company policies and follow safety procedures

Requirements

High School graduate or equivalent; Pleasant speaking voice; Excellent verbal and written communication skills; Ability to type 30 words per minute accurately; Proven track record of providing exceptional service; Flexibility to work a varied schedule due to business levels and industry demand

Nice to have

Previous Reservations/PBX experience; Experience in a hotel/resort reservations team; Strong sales ability; Ability to up-sell and cross-sell