Agent, Reservations 
(15951)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

*Note that this position is based out of Bozeman, MT*

Job Summary 

Handling all reservation inquiries efficiently while exhibiting interest, enthusiasm and professional image. Generate and optimize revenue by effectively following the selling strategies set by sales and revenue management. The reservation agent provides various planning and booking services including answering guest questions, making travel itinerary recommendations, and converting reservation inquiries to generate sales. Practice and promote the desired work culture around O&O our four core values.  

Key Duties and Responsibilities 

• Provide the highest level of guest service (verbal & written) always demonstrating One & Only Joy service standards.  

• Execute reservation sales from initial inquiry to conversion to confirmation. 

• Maintains up to date knowledge on sales strategies, rates, products, packages, facilities and inventory. 

• Identifies and anticipates needs and requirements by asking open-ended questions to obtain all necessary information. 

• Ensures accurate input of reservations details in the hotel property management system. 

• Secure timely, accurate and confidential reservations financial payment information.  

• Exercises proper selling, up-selling, cross selling and suggestive selling techniques to maximize property revenue. 

• Overcome guest objectives using OOMB relationship selling techniques. 

• Records and processes reservations via all channels and ensure response within 24 hours of receipt. 

• Maintains professional confidentiality of VIP and “special guests as directed by Manager 

• Competently use of OOMB property technology such as OPERA PMS, SynXis and Office applications to manage reservations. 

• Efficiently processing prior-to-arrival guest confirmation correspondence with all required information accurately daily, while duly entering all guest information, including all requests and traces in the system. 

• Ensure every caller directed to the department receives an optimum level of services and care. 

• Treats internal and external customers fairly with respect, while developing effective customer networks. 

• Provide accurate, appropriate, relevant information about the resort and area attractions. 

• Develop strong local knowledge/ relationships with our local area partners such as Big Sky Resorts and Yellowstone National Park. 

• Knowledge of food and beverage, Wellness and Retail options at OOMB. 

• Achieve performance target (Key Performance Indicator) to ensure that agent’s work supports and furthers the organization's goals. 

• Consistently follows the IFH call processing standard and achieve a minimum 85% LQA Reservation Mystery Shop score.  

• Participation in Reservation Self Audits conducted weekly to provide feedback and training opportunities. 

• Liaise with the Sales Department regarding booking of group rooms.  

• Input group reservations as directed. 

• Maintains a comprehensive filing system in the Reservations department. 

• Provides Team Leader and Manager with all relevant correspondence for late cancellation and no-show bookings to support the penalty charges.  

• Attend briefing and departmental meetings as required. 

• Attends all training programs as required by the business needs. 

• Demonstrates adaptability and flexibility according to the work demand. 

• Complies with the resort and department cost saving plans and initiatives. 

• Ensure compliance with all security and safety standards. 

• Understands and observes the department’s general policies, standards and procedures. 

• Performs appropriate additional tasks as directed by the Team Leader and Manager according to the business needs. 

• To assist with any other duties as required by the Manager or another member of the management team. 

Skills, Experience & Educational Requirements  

• A minimum of 1 year experience with Reservations or significant experience of working in contact centre or similar field 

• Excellent communication skills, written and oral proficiency in English 

• Experienced in using Opera system 

• Computer proficiency in a Windows environment (Word, Excel, PowerPoint) 

• Strong interpersonal skills 

• Organizational skills 

Benefits 

• Medical, Dental & Vision Insurance 

• PTO (Paid Time Off)

• Complimentary Dry Cleaning for Employee Uniforms

• Complimentary transportation

• Complimentary meal per shift

• Subsidized housing based on availability

• Discounted colleague rate for Kerzner Properties worldwide

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.