[Hiring] Central Reservations Agent @Alterra

Role Description

Receive incoming calls for people interested in staying at Solitude Mountain Resort. Provide friendly and efficient service, helping guests find the right accommodations to fit their needs, suggesting different packages or amenities that the facility offers and asking questions to help determine the best fit for the guest.

Qualifications

• Prior call center or sales experience (preferred but not required).

Requirements

• Drive revenue by actively selling a full suite of resort products—including lodging, lift tickets, ski/snowboard lessons, equipment rentals, and activity packages—through personalized guest interactions and strategic upselling.
• Communicate clearly and listen effectively to understand guest needs and deliver tailored solutions.
• Demonstrate a professional, people-oriented approach in all guest and team interactions.
• Apply strong problem-solving skills and take initiative to resolve issues independently.
• Maintain focus on guest satisfaction, remaining calm and courteous in high-pressure situations.
• Exhibit attention to detail and follow through on tasks to ensure a seamless guest experience.
• Multitask efficiently while staying organized in a fast-paced environment.
• Utilize basic computer skills and perform accurate data entry.
• Commit to delivering the highest level of customer service at all times.
• Flexibility to work varied shifts, including weekends and holidays.

Job Duties and Responsibilities

• Assist guests with resort-wide reservations, providing accurate information and personalized service.
• Consistently deliver professional, friendly, and engaging guest interactions.
• Handle guest questions and complaints with empathy and efficiency.
• Maintain thorough knowledge of room types, locations, and layouts to guide guest decisions.
• Answer incoming calls and respond to email inquiries promptly and professionally.
• Process reservations via phone, email, extranet, and referral sources.
• Monitor and manage advance deposit requirements to ensure compliance.
• Ensure reservation accuracy and resolve discrepancies immediately.
• Promote travel insurance as part of the booking process.
• Understand and communicate deposit policies, cancellation terms, and no-show procedures.
• Assist guests with navigating the website and online booking tools.
• Adhere to department policies, procedures, and service standards.
• Perform other duties as assigned to support team and guest needs.

Benefits

• Access to select Alterra Mountain Company Destinations.
• Free Solitude season pass for you and eligible dependents.
• Discounts on Solitude lift tickets for friends and family.
• Discounts on food, rentals, retail, and lessons.
• Comprehensive medical, dental, vision, and life insurance for eligible employees.
• Pro deals with outdoor brands.
• Generous 401(k) plan with company match.
• Free counseling service through Employee Assistance Program.