Job Description

Job Description

Job Description

Shanty Creek Resorts is committed to providing our guests a unique Up North experience. Our friendly, caring staff welcomes guests with exceptional service and old-fashioned hospitality. We believe honest, long-lasting relationships with our guests, employees, neighbors, and our surrounding environment allow us to grow our business.

Position Summary:

The Reservations Agent is a remote position responsible for selling the Resort and booking reservations for social and group guests. Must be able to answer questions regarding resort and area accurately. Responsible for filing and mailing out brochure requests.

Position Duties/Responsibilities:

• Sell the benefits of the Resort to callers and book reservations for social and group guests.
• Answer telephone calls and provide accurate information in a polite and friendly manner.
• Accurately enter reservation request forms and telephone reservations.
• Follow through on all requests by guests within 24 hours when contacted by telephone, email or US mail, and immediately when guest is in-house.
• Make sure that all confirmations go out within 24 hours.
• Process all brochure and confirmation requests within 24 hours and accurately file all pertinent information.
• Maintain accurate and precise records on all social and group files.
• Ability to be team member and work together toward goals.
• Know resort and all rate options, including packages.
• Must accomplish all tasks efficiently and accurately.
• Other duties as assigned.
• This role does have some onsite responsibility - Approximately 2-3 meetings per month in Bellaire Michigan

Guest Service/Conduct :

Personal and professional accountability is an important aspect of employment with Shanty Creek Resorts. To that end, all Shanty Creek employees are required to adhere to Resort policies and standards of conduct while providing our guests with the highest level of service possible. No matter their position, all members of our staff may have opportunities to interact with our guests on a daily basis, therefore all employees must:

• Meet, on a daily basis, the personal appearance and uniform standards as identified by the Shanty Creek Resorts Employee Handbook.
• Utilize all tools provided to ensure that prompt and correct service and information is being given to our guests.
• Conduct themselves in a professional manner at all times, maintaining the highest standards of guest service in their interactions with fellow employees, vendors, and most importantly our guests.
• This position requires extensive guest contact and decisions that directly affect the experience of Shanty Creek Resorts’ group clients. Adherence to the Resorts’ standards of service is critical to the success of the incumbent.

Professional Experience:

This position requires 3 to 6 months of professional experience in reservations or front desk in a hotel/resort setting.

Education:

A minimum of a High School Diploma or equivalent is required for this position.

Required Skills:

• Strong oral and written communication skills are required.
• Must have excellent typing skills (45 wpm minimum)

Working Conditions/Environment:

The physical demands and work environment described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position works primarily indoors, but some outdoor exposure may be expected.

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