Reservations Agent

Job Title: Contact Center Agent

Department: Contact Center

Reports to: Contact Center Director

The Contact Center Agent is responsible for creating a positive and engaging first impression for guests by handling high call volume and providing detailed information and visual descriptions of resort experiences. The goal is to convert inquiries into bookings while supporting operational teams and ensuring a superior guest experience. This is an in-person role.

Key Responsibilities:

• Accept and service all incoming inquiries related to room reservations, ski/mountain, waterpark, dining, and other resort services.
• Deliver a customized reservation and customer service experience, using the 4 Keys, to those booking, modifying, or canceling activity reservations.
• Provide detailed information on resort rooms, activities, amenities, and rate packages.
• Offer customized room packages, follow reservation policies, and offer alternate dates for sold-out periods.
• Up-sell according to established guidelines to maximize resort revenue.
• Follow yield management strategies to contribute to optimal revenue.
• Manage multiple media simultaneously – phone, email, reservation system, chat, PMS, website.
• Provide a detailed explanation of guest special requests and cross-reference with other reservations to ensure departments execute guest needs accurately.
• Process cancellations, revisions, and advance deposits; post deposits to guest reservations.
• Balance shift audit and run necessary reports to capture data, deposits, and 3rd party reservations.
• Follow established SOPs, Call Flow Criteria, and resort yield management strategies to maximize revenue per booking.
• Other duties and projects assigned by leadership.

Qualifications & Requirements:

• Must be at least 18 years of age to apply.
• High school diploma or equivalent preferred.
• Ability to navigate reservation systems, property management systems (PMS), and other computer-based applications.
• Basic math skills with the ability to accurately process payments, calculate deposits, and handle reservation transactions.
• Ability to understand and communicate room rates, package pricing, promotions, and resort policies.
• Ability to effectively manage incoming calls, maintain call quality standards, and follow established call handling procedures.
• Ability to identify sales opportunities and recommend additional products, services, and experiences based on guest needs.
• Ability to accurately enter, retrieve, and update guest information while maintaining confidentiality.
• Ability to manage guest concerns, resolve routine service issues, and escalate matters when necessary.
• Ability to maintain accuracy when processing reservations, cancellations, modifications, and payment transactions.
• Enjoys presenting products and services, with a genuine interest in destination travel.
• Positive attitude and ability to work well with others in a team environment.
• Superior customer service mentality with strong attention to detail.
• Ability to thrive in a high-volume, fast-paced, sales-focused environment while multi-tasking.
• Flexible work schedule, including weekends, evenings and holidays.
• Strong listening, problem-solving, and communication skills (verbal and written).
• Ability to make guests feel unique and special by listening, anticipating their needs, and establishing a connection.
• Thrives in a competitive environment that celebrates individual and team successes.
• Must be able to speak and read English, additional languages a plus.
• Ability to sit and work at a computer for extended periods.
• Ability to use a telephone and other office equipment effectively.
• Ability to lift, carry, push, or pull light objects.
• Ability to tolerate exposure to busy or noisy work areas.

Perks/ Benefits:

• Complimentary access to Camelbeach, Aquatopia, local amusement parks and more! Ski season passes for those working during the winter season. Plus, great friends & family perks.
• Paid Training to gain skills, knowledge, and experience for professional development.
• Not to be missed employee events throughout the season
• Referral Bonuses – invite your friends to work with you!
• Competitive wages and advancement opportunities
• Interact with people from all over the world!
• Next day pay, through PayActiv.
• Tuition Reimbursement*
• Medical, dental, vision insurance, 401K*
• Vacation and PTO*

*Full Time status benefits

This job description is to be considered a general outline of the duties and responsibilities of this position and is subject to changes and revisions by Camelback Resort at any time. Responsibilities are listed as guidelines only and the job is not necessarily limited to these specifications.