Job Description
Reservations Agent
Department: Sales & Marketing
Reports to: Reservations & Sales Manager
POSITION DESCRIPTION:
Two Pines Properties Reservations Agents are the first contact for Two Pines guests wanting to visit Big Sky, Montana. Responsible for answering voice, email, and chat inquiries for a Short Term Vacation Rental Management Company and using sales skills to convert leads into revenue. Reservation and Agents are tasked with understanding Big Sky, our portfolio of rentals, and area information as well as being informed as well as local residents. Team members should be passionate about hospitality, travel, and assisting guests choose the perfect rental for their vacation. The Reservation & Guest Service team members exemplify the Two Pines Way: Turning guests into friends, and friends into family.
Reservation Manager responsibilities:
- Answer phone calls, emails, and chat inquiries from guests while using sales tactics to convert leads into revenue.
- Must have superb customer service, communication skills, and phone etiquette.
- Ability to multitask between multiple platforms to provide the customer with accurate and current information.
- Transfer and route calls to the appropriate department.
- Enforce reservation and cancellation policies
- Be willing to learn and grow in a sales role and open to ongoing training and feedback to improve performance.
- Visit Big Sky, Montana on an annual basis on a company sponsored trip to stay current with the rental portfolio, conduct site visits, and tour the local area.
- Stay current on Big Sky news, weather, activities, and events, snow conditions, road closures, etc. to be able to sell Big Sky as a destination and service our guests.
- Respond to inquiries from various OTA (online travel agencies) such as AirBNB, VRBO, Home Away, and more.
- Must be able to quickly articulate company cancellation policies, payment policies, and have a full understanding of the rental agreement while being able to explain to a guest, lead, or prospect.
- Must be willing to make outbound sales calls and follow up with open leads in accordance with company procedures.
- Must be willing to attend weekly sales and performance meetings set by the Reservation & Sales Manager.
- Escalate guest and customer service issues to the appropriate team member or department.
- Sell and drive ancillary sales, such as Travel Insurance, Ski & Snowboard Shipping, Rental Equipment, and various tours and events.
- Provide concierge services for guests where appropriate.
EDUCATION/EXPERIENCE
- Minimum 3 years reservation experience preferred. Preferably at a Forbes, AAA, or highly rated property.
- College, Trades, or Equivalent education preferred.
- 3 Years previous customer service experience required.
- Ability to represent company values and standard of conduct at all times.
REQUIREMENTS
- Must be able to speak, read, write, and understand primary english.
- Must be able to read and write to facilitate the communication process.
- Requires excellent communication skills, both verbal and written.
- Must possess strong computational ability and accounting skills.
- Must possess strong typing skills.
- Must be able to learn technology associated with the job.
- Must be able to 40-45 hours per week.
PHYSICAL DEMANDS
- Must be able to exert a well-paced ability to reach other departments of the business on a timely basis.
- Requires extensive time on the phone, listening, and speaking with customers, clients, and team members.
- Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity.
- Talking and hearing occur continuously in the process of communicating with guests.
WORK ENVIRONMENT
- This is primarily a remote position with annual trip to visit the Company in Big Sky, MT.
- Must be a self-starter willing and excited to work with a team towards career and personal growth and goals.
- Must be able to be reached during office hours by other team members.
- Must have a quiet home office where you can work uninterrupted.
- Must have reliable access, at home office, to high speed internet.
Employee Signature:_______________________________________________ Date:____________
Job Types: Full-time, Part-time
Pay: $15.00 - $18.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Flexible schedule
- Health insurance
- Paid time off
- Retirement plan
Schedule:
- 8 hour shift
- Weekend availability
Supplemental pay types:
- Bonus pay
Experience:
- Reservations sales: 2 years (Required)
Work Location: Remote
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