Reservations Agent

This job description is intended to be a broad description of duties. You will be expected to carry out all responsibilities in accordance with the organization’s policies and applicable laws. Specific information on duties and policies can be found with your supervisor or in the Employee Reference Guide. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions.

The Reservations Agent plays a key role in the success of the Central Reservations Department and the overall experience of visitors to Taos Ski Valley. The agent is to assist prospective guests and repeat visitors to Taos Ski Valley in helping secure accommodations, lift tickets, lessons, rentals, and other activities that may be desired or offered by the Central Reservations Department. The Reservations Agent will have a strong working knowledge of all the lodging and activity options offered in Taos Ski Valley and the Town of Taos. The Reservations Agent will try to up-sell services and options to potential and repeat guests. The Reservations Agent shall strive to provide exceptional service to fellow staff members and guests at all times. Works closely with off-site agents and managers to ensure the success of sales and guest satisfaction.

Essential Job Responsibilities:

• Has a pleasant and courteous phone voice
• Follows departmental opening and closing procedures
• Answers phone calls and returns emails in a prompt and professional manner
• Assists guests on the phone and through email communication with questions about Taos Ski Valley and the Town of Taos
• Sells and up-sells lodging, packages, and mountain experiences to prospective and repeat guests
• Takes reservation calls and records crucial data on to call log

• Charges customer deposits to their credit card per department policy
• Maintains a good working relationship with fellow co-workers and with Central Reservations suppliers
• Communicates effectively with guests, co-workers, off-site agents, and managers
• Always maintains a professional demeanor and attitude
• Maintains a professional appearance
• Remains alert, courteous, and helpful to the guests and colleagues at all times
• Demonstrates reliable attendance on all workdays

Personal Skills:

• Strong personal character and commitment to Taos Ski Valley, Inc.’s Commitment and Passions.
• Provides a guest experience that exceeds the guest’s expectations.
• Ability to gracefully and humbly accept criticism and opportunities for growth.
• Ability to stay positive, focused, and constructive when faced with setbacks, and challenges and while working in an ever-changing environment.

Qualifications/Knowledge:

• Ability to sit for extended periods of time
• Ability to work a flexible schedule including weekends, holidays, and evenings.
• Strong computer and internet skills required
• Prior experience with Property Management Systems preferred
• Prior sales experience preferred
• Ability to read and write in English required
• Ability to speak foreign languages preferred
• Is legally able to work in the United States and has the proper documentation for employment
• Is able to type at a reasonable rate required

Work Environment:

The ability to sit and speak on the phone for long periods of time is necessary. The capability to accurately follow instructions, both verbally and written is essential and team members must take constructive criticism and frequent sales coaching well. It is essential for team members to ask for help and/or clarification, have strong organizational skills, and be highly detail-oriented. The position also requires adaptability to change in policy and/or procedures as directed and offers suggestions to improve operations. Taos Ski Valley, Inc. is often a fast-paced work environment, especially during holidays and Peak days. TSVI is located in a high-altitude alpine environment. Position may require travel on uneven, snow-packed, or icy terrain and may be exposed to wet, cold, and/or humid conditions. Must be able to work in close quarters and with other staff.

Physical Demands of Position Include:

Occasionally might have to lift or move office items up to 10lbs. 5% of the time may be spent walking, occasionally outdoors or on snow/ice, to meetings or other departments, 5% of the time may be spent reaching for items and 90% of the time will be spent sitting and working with the computer, or on the phone either talking or listening.

Background Check/Motor Vehicle Record (MVR):

Positions dealing with children, safety-sensitive and/or confidential nature, require driving, or positions that handle cash may require a background check and MVR check. Employment is contingent upon a favorable background check and MVR check.

• Is a background check required for this position: Yes
• Is an MVR required for this position: No

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