Job Description
Job DescriptionDescription:
Position Summary: The primary point of contact for guests inquiring about and booking accommodations at the resort. This role is essential in delivering exceptional customer service, maximizing occupancy and revenue through effective sales techniques, and ensuring accurate reservation processing in a fast-paced hospitality environment.
Essential Duties and Responsibilities:
(Other duties may be assigned)
· Answer incoming calls, emails, and online inquiries while delivering warm, professional, and accurate service that reflects The Peaks Resort and Spa standards.
· Book individual reservations, modify existing bookings, and process cancellations while maintaining accuracy in rates, dates, availability, and guest information.
· Follow all reservation procedures, including deposit policies, payment processing, billing verification, and required documentation.
· Communicate clearly with guests regarding room types, rates, promotions, resort amenities, and policies to ensure proper expectations prior to arrival.
· Actively listen to guest needs and proactively upsell/cross-sell room upgrades, packages, spa services, dining, activities, and seasonal offerings to enhance the guest experience and drive revenue.
· Meet or exceed performance expectations related to call quality, response times, conversion rates, and reservation accuracy.
Requirements:
Knowledge Skills & Abilities:
· Excellent customer service and communication skills, with the ability to engage guests professionally by phone and email.
· Demonstrate strong problem solving skills and escalate appropriately for seamless resolution
· Strong attention to detail and accuracy when entering reservations, processing payments, and managing guest information.
· Strong knowledge of hotel services, room types, rates, and local Telluride area attractions (or ability to learn quickly).
· Proficiency with various software programs and eager to learn and feel comfortable using PMS(Maestro) and other software systems
Education and/or Experience:
· High School diploma or equivalent GED
· Two years’ hospitality or resort reservation experience preferred
· Prior high-end customer service experience (nice to have)
· Comfortable with multitasking during high volume periods
· Ability to fulfill flexible scheduling requirements including but not limited to nights, weekends, holidays and overtime as needed
Compensation and Benefits
The salary range for this position is between $20.00- $22.00 per hour and 1% commission eligible
Benefits
· Medical/Dental/Vision coverage
· Ski Pass
· 401(k) retirement plan (after 12 months)