Reservation Specialist
Job Summary
The Reservation Specialist is responsible for maintaining the RMS Reservation system, Pay Guardian and Bridgepay credit card transactions system; tracking, scheduling and processing Group Reservations and Long Term applications.
Additionally, maintaining social media presence, improving website ease of use and appearance and tracking ratings on Google, Facebook, Tripadvisor and other platforms.
A positive hospitable environment must be maintained in the office and store giving guests a welcoming warm reception and providing superb customer service at all times.
Example of key duties
Office
Greet guests entering the office, determine the nature and purpose of visit. Provide information about the Resort and area as requested.
Provide helpful customer service to all people, listening, asking questions as appropriate, in a calm friendly manner
Answer phone calls promptly, provide information and take messages
Check and answer office emails and booking emails
Hear and resolve complaints from guests
US Mail - pick up at post office M W F after 11am. Open and sort mail for the office and guests.
Social Media: maintain a positive, informative presence on all sites: website, Google, Yelp, Trip Advisor, etc. Update information on a regular basis to ensure that the most current Resort information is available to guests.
Order items for the store, housekeeping, maintenance and grounds, comparing vendors to get good prices.
Work with maintenance staff to report any safety issues, repairs or customer complaints. Ensure that these are resolved to the satisfaction of the customer in a timely manner. Elevate to GM as needed.
Reservations
RMS reservation system: make reservations on the computer. Receive payment for reservations and accurately record it in RMS. Periodically check booking chart to ensure that reservation requests are met.
RMS System updates: analyze and make recommendations to the owner and general manager for the betterment of our system. Implement the changes in the system.
Train employees on RMS.
Group Reservations: maintain spreadsheet for inquiries and for marketing purposes. Develop and send out contracts; make reservations in RMS. Communicate with Wagon Masters regarding their group specifications and special requests. Obtain deposit and confirm the contract. Prior to arrival, communicate with Wagon Masters on final arrangements. Upon arrival, provide superb customer service to all guests of the group.
Long Term monthly rental sites: maintain spreadsheet for inquiries and RMS for reservations and availability. Send application to guest, take payment for background check and email application for the background check. Once approved, make a reservation in RMS. Prepare LT guest folder with checklist and lease application. Inform guest of approval and confirm arrival date. Upon arrival, ensure that guest is given all information they need to enjoy their stay
Storage sites: maintain spreadsheet for inquiries. Make a reservation in RMS. Upon arrival, give guest the lease agreement, receive and process payment.
Storage sheds: inform LT guests about the storage sheds. Process monthly rent payments.
Accounting
Balance daily money transactions and reconcile cash with RMS daily totals
Prepare and make weekly cash deposits
Monitor credit card transactions through Pay Guardian and Bridgepay and reconcile data
Prepare detailed financial, accounting and statistical reports for the owner, general manager and accountant (use spreadsheet to record daily income).
Scan credit card receipts and invoices to the bills pending folder in the computer.
File paper copy in drawer in bills folder.
Qualifications
Must have at least 2 years experience of general office support
Must be proficient in computerized reservation systems, basic computer software programs, internet, social media and office machines.
Must possess good verbal and written communication skills, demonstrate courteousness, and display a helpful attitude to all visitors, and co-workers, even under stressful situations.
Must show initiative by having the willingness to take on responsibilities and challenges.
Must be able to work in a fast paced customer service environment displaying a good natured, cooperative attitude.
Must be able to work well with other staff members to ensure guests receive the best
service.
Back up house keeper responsiblity As need
- Clean and maintain guest cabins & lodges, ensuring they are tidy and presentable
- Change bed linens, replace towels, and restock amenities
- Sweep and mop floors, and dust all guest areas.
- Clean and sanitize bathrooms, including toilets, showers, and sinks
- Empty trash containers and dispose of waste properly
- Perform laundry duties such as washing, drying, and folding for our Premium Lodge.
- Maintain inventory of cleaning supplies and notify management when restocking is needed
- Adhere to all safety guidelines and procedures
Pay: From $17.00 per hour
Work Location: In person
