Job Description

Job Title: RESERVATIONS AGENT

Rate of Pay: $16.00/Hour + Commissions

Shift: Monday-Friday 8 AM-6 PM,

Saturdays and Sundays 9 AM-5 PM

Must be available to work weekends and holidays

Full-Time, Year-Round Position

FLSA Status: Non-Exempt/Hourly

Assist guests with reserving lodging at Sundance Mountain Resort by curating personalized experiences, providing tailored recommendations, and delivering exceptional luxury service.

Key Responsibilities:

• Provide personalized assistance to guests via phone, email, and online chat, ensuring all questions regarding accommodations, amenities, and packages are answered professionally and accurately.
• Assist guests in reserving accommodations at The Inn or Cottages, ensuring each guest is matched with the option that best suits their needs and preferences
• Accurately input and confirm reservations using StayNTouch, ensuring special requests, preferences, and VIP details are noted. Monitor and manage availability and overbookings to ensure smooth operations and open booking availability.
• Monitor Non-Revenue and discounted bookings in line with our Lodging Partner Rental Management Agreements, ensuring revenue distribution is allocated appropriately across unit types
• Recommend upgrades, special packages, and exclusive experiences to enhance the guest's stay while maximizing revenue.
• Stay up to date on room categories, resort activities, dining options, spa services, and special promotions to provide guests with the best recommendations.
• Maintain a thorough understanding of our third party booking partners and travel advisors being sure to notate reservations appropriately with accurate benefit details, notes, and routing instructions.
• Build rapport with guests, personalizing interactions to reflect Sundance's brand, as well as Forbes Standards, and exceeding those expectations.
• Build lasting relationships with our Lodging Partner Community and Resort Ownership, going out of your way to provide assistance and service to their reservation needs or special requests.
• Handle changes, cancellations, or rebookings efficiently, ensuring minimal disruption to the guest experience.
• Conduct outbound calls to follow up with guests and finalize their bookings
• Work closely with sales and event teams to facilitate group reservations, weddings, and exclusive VIP stays.
• Maintain streamlined communication between Housekeeping , Front Desk, and Concierge teams to ensure accuracy of guest preferences, recognition of special requests or occasions, and other pertinent details obtained during the reservations process/
• Manage group room blocks, input and update rooming lists, track reservation deadlines, and work with event planners to ensure seamless group stays.
• Assist travel advisors in booking their clients' stays, providing expert guidance on accommodations, amenities, and packages while delivering a high level of luxury service.
• Initiate communication between travel advisors and the Concierge team to enhance the overall guest experience, allowing the concierge an opportunity to curate a customized Resort experience by building a personalized itinerary for each client.

Ensure that all reservations comply with Sundance Mountain Resort policies, including payment terms, deposits, cancellations, and special offers.

Qualifications:

• High school diploma or equivalent required; associate or bachelor's degree in hospitality, tourism, business, or a related field preferred.
• Minimum of 1–2 years of experience in hotel reservations, front desk, or a luxury hospitality setting preferred.
• Strong attention to detail to ensure accuracy in reservations and special requests.
• Ability to learn and use booking platforms, CRM systems, and payment processing tools efficiently.
• Must be at least 18 years old.
• Exceptional verbal and written communication skills, with a polished and professional demeanor.
• Ability to actively listen and anticipate guest needs to create tailored experiences.

Work Environment:

• Moderate noise level.
• On site at Sundance Mountain Resort

Benefits:

• Benefits package that includes: subsidized medical, dental, vision, 401k & paid time off policy.
• Employee discounts on dining and resort amenities
• Season Pass

Disclaimer:

This is a general description of this job. All employees of Sundance Mountain Resort will be required to perform any task that is asked of him/her within legal and ethical parameters and company policy.