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About the Role
Under the direction of the Reservation Manager, the Reservationist will provide a seamless guest experience by securing accommodation, dining, Spa, and resort experience reservations with a professional and approachable demeanor. Weekend and Evening Availability is Required.
Responsibilities
- Secure all resort reservations (accommodations, experiences, and dining) via phone and electronic booking channels.
- Use available resources to accommodate guest requests within parameters.
- Communicate with guests primarily via phone and e-mail, occasionally in person.
- Act as a brand ambassador to curate "the perfect stay" for each and every guest.
- Provide back-up support for guest services staff members, as needed.
- Manage multiple systems simultaneously, leverage technology to increase efficiency and drive productivity.
- Strategically up-sell guests to maximize revenue.
- Provide tours to guests, if requested.
- Provide support for Sales Department.
- Maintain an approachable, knowledgeable, and accommodating attitude.
- Answer general inquiries and direct phone calls to their appropriate departments.
- Handle guest complaints with empathy and work to bring resolution to issues with little direct support from supervisor.
- Maintain knowledge of current area events, activities, and hours of operation.
- Maintain knowledge of guest policies, room rates, and availability.
- Perform other duties, as assigned.
Requirements
- High school degree.
- Comfortable working in a highly technical, multi-system driven environment.
- Knowledge of high-touch operations and service requirements.
- Ability to work independently and exercise excellent judgement.
- Excellent written and verbal communication skills.
- Proficiency in Microsoft Office programs and strong computer literacy.
- Ability to multi-task effectively under fast-paced working conditions.
- Must demonstrate a professional demeanor and possess highly developed interpersonal skills.
- Flexibility with hourly schedules, including weekend, holiday and evening availability.
Skills
- Courage
- Initiative
- Dependability
- Flexibility
- Integrity
- Judgment
- Respect for others
- Prior experience in hotel operations/ reservations
- Experience working with Stay n' Touch PMS and Synxis CRS
- Specialized historical knowledge of Cayuga County
- Extensive knowledge of arts, culture, viniculture, agriculture, and history of the Finger Lakes and Inn
- Familiarity with IOA properties
Location
- INNS OF AURORA, LLC
Work Type
- Hybrid
- In Person Training Required
Education Level
- High school degree
Salary/Compensations
- $18-25 hourly depending on experience
Benefits
- Competitive medical and dental benefits for full-time employees (30+ hours/week).
- Generous paid time off packages for full-time employees.
- 401K program eligibility for full-time and part-time employees.
- Supplementary benefits eligibility for full-time and part-time employees.
- Highly competitive employee discount at all lodging and dining properties.
About the Company
- Inns of Aurora, LLC Core Values: Courage, Initiative, Dependability, Flexibility, Integrity, Judgment, Respect for others.