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Reservations Agent (FT YR)

Job Code: SV0002
Location: Viceroy Snowmass
Department: Reservations


POSITION DESCRIPTION: Provide reservation service to guests and inquiries including but not limited to: taking reservations, making changes to existing bookings, cancelling bookings, and providing further information about the property and the resort. Strive to continually improve guest, owner, and colleague satisfaction and maximize financial performance of the department.



  • Respond on frequent basis to all email and phone call reservation inquiries

  • Explain hotel features, compare room types, offer additional hotel services such as dining and spa, understand and explain our location and destination, and provide comparative information on our competition to all inquiries

  • Make reservations as needed via phone or email, ensuring the guest is clear on resort fee (and amenities it provides), ski valet, room types, cancellation/deposit policy, etc.

  • Ensure familiarity with Kennedy Shop Call requirements as mystery shopping will take place and scores provided

  • Ensure minimum conversion percentages of inquiries are achieved

  • Review all online and central reservations bookings and modifications for accuracy and communicate with client further if necessary

  • Manage deposits and payments due, waitlist reservations, and hold reservations

  • Create invoices and process payments as necessary. Become familiar with credit card handling policies and adhere to highest standards

  • Resolve customer complaints to the customer’s satisfaction

  • Work with Reservation Manager on rates, policies, and revenue management strategies to provide correct information to inquiries

  • Maintains and ensures compliance with all reservations policies, standards, and procedures

  • Work with front office staff to answer questions regarding rates and guest concerns

  • All other duties as required


  • Highly motivated self-starter who is analytical, detail-oriented, and able to manage several projects simultaneously in a deadline-driven environment

  • Strong skills in Microsoft Office required. Skills in Opera or similar PMS, SynXis, and call accounting programs preferred

  • Excellent written and verbal communication skills

  • Outstanding organizational skills

  • Professional appearance and presentation

  • Must be customer service oriented and have appropriate phone and email etiquette

  • A writing sample and typing test will be required

EDUCATION and/or EXPERIENCE: Sales/reservation office experience or additional other hotel and resort experience is a plus. High school diploma or equivalent required.  

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