Reservationist

Receives and converts incoming reservation calls to the property into closed sales. This applies to all incoming lodging, tee time, food and beverage and general revenue related inquiries.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Reservations:

• Must demonstrate a guest driven style of service with an upbeat, friendly sense of urgency in all interactions with the members and their guests.
• Will answer and direct all incoming calls accordingly with ability to deliver proper options to meet guest needs.
• Must ensure accurate booking of all reservations and tee times.
• Operate all aspects of Springer Miller and Navis Narrowcast technologies.
• Keep any necessary notes on all transactions and reservations made for guests and members.
• Arrange and confirm recreation, business and dining activities both inside and outside the Resort.
• Answer inquiries with accurate information on directions, car rentals, transportation services, and airlines.
• Must be able to assist members and guests with any questions they have regarding packages offered or charges incurred during their visit.
• Understanding of sales and ability to upsell as appropriate.
• Must be knowledgeable about all Resort services, functions and events.
• Know and be able to recommend Central Oregon activities and golf courses.
• Must be knowledgeable about the Residence Club units and all of their features.
• Maintain both organization and cleanliness of the Reservations area.
• Perform clerical duties such as mailing, faxing, message taking, typing and emails.
• Manages workflow effectively and in an organized and timely manner.
• Able to effectively handle multiple tasks.
• Prepares and updates various reports as assigned by Revenue & Reservations Manager or Director of Sales & Marketing.

General Job Duties

• Resolves customer service issues in a timely and effective manner.
• Attends staff meetings conducted by the Revenue & Reservations Manager and Director of Sales & Marketing.
• Maintain a clean and neat work environment.
• Able to effectively handle multiple tasks.
• Incorporates safe work practices in job performance.
• Regular and reliable attendance.
• Maintains a professional standard at Pronghorn including, but not limited to, appearance, interaction with members, associates, guests of the resort, verbal discussions and written correspondence. Does not discuss work related issues with members and resort guests.
• Supports and adheres to the CORE Values (ie. “The T.R.I.P.”) and Brand Pillars, The Mission Statement, Service Fundamentals, and Guest Service Philosophy as defined by the Company.
• Participate in and support company efforts towards sustainability and environmental initiatives as part of the Planet Auberge program.
• Maintains positive attitude and the flexibility to take on new and different tasks as assigned by the Revenue & Reservations
• Manager or the Director of Sales & Marketing.

QUALIFICATIONS
Required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Associate’s degree (AA); or six months to one year related experience and/or training; or equivalent combination of education and experience.
  
• Ability to read and speak English may be required in order to perform the duties of the job (e.g. the associates may be required to communicate with English speaking customers or co-workers, the manuals for the equipment the associates may use are in English).
  
• Knowledge of Microsoft Office applications.
  
• Knowledge of Springer Miller or other Reservation Software.
  
• Hotel, Resort or Golf Club related operations and sales experience.
  

SKILLS
Required

• Must be able to read and understand written and oral instructions. Must be able to comprehend topics of a conceptual nature.
  
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs Ability to work with mathematical concepts such as probability, predictability and deductions.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Proficient in spreadsheet and word processing applications.
  
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
  
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
  
• Previous experience at a High End Luxury Golf Community and Resort.

TRAVEL REQUIREMENTS
May require regional travel for training and or business purposes.

WORKING CONDITIONS
Works in a primarily indoor environment. On occasion may be asked to work in an outdoor setting due to a business related event.

PHYSICAL DEMANDS

• Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing.
• Have a frequent need to perform standing and walking activities related to inspecting property.
  
• Constant need to perform the following physical activities: grasping, turning, finger dexterity.
  
• Occasional need to stand for long periods of time.
  
• Lifting/carrying up to 10 lbs. frequently and 25 lbs. occasionally.
  
• Vision requirements: constant need to view small print.
• Frequent need to see small details and things clearly beyond arms’ reach.
  
• Hearing requirements: constant need to speak on the telephone and/or two-way radio, respond to the general public and converse with staff.
• Ability to hear fire alarms and emergency equipment.