Reservation Experience Agent- The Cloudveil at Crystal Creek Hospitality

Jackson, Wyoming, United States -

Full Time

Start Date

Immediate

Expiry Date

11 Jun, 26

Salary

0.0

Posted On

13 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Reservations Management, Guest Communication, Customer Service, Hotel Operations, Reservation Systems, Opera, Sabre, Microsoft Office Suite, Time Management, Data Analysis, Leadership, Revenue Management, Inventory Control, PBX Operation, Interpersonal Skills

Industry

Hospitality

Description

Description POSITION Reservation Experience Agent ABOUT US Crystal Creek Hospitality is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors. OUR VALUES We Engage and We Listen We Care and We Own We Provide and We Ensure We Appreciate and We have Fun JOB OVERVIEW The Reservations Experience Agent is responsible for managing guest reservations, handling communications, and coordinating with internal departments to ensure a seamless guest experience. This role oversees all aspects of the reservation process, maintains smooth operations, and upholds high standards of service. The Reservations Experience Agent will work closely with other hotel departments and implement strategies to enhance the overall guest experience. The ideal candidate will have strong organizational skills, exceptional customer service abilities, and prior experience in the hospitality industry. REPORTS TO Director of Rooms and Guest Service Managers DIRECT REPORTS N/A KEY RELATIONSHIPS Internal: Managers and Internal Departments External: Guests ESSENTIAL QUALIFICATIONS Proven experience as a Reservations Agent, Front Desk Agent, or in a similar role within the hospitality industry Strong understanding of hotel operations, guest services, and reservation systems (e.g., Opera, Sabre, or similar) Excellent communication and interpersonal skills, with a customer-oriented mindset Strong leadership abilities Proficiency in Microsoft Office Suite and hotel reservation software Strong organizational and time-management skills, with the ability to multitask effectively in a fast-paced environment Ability to analyze data and identify trends A positive, proactive attitude and ability to remain calm under pressure High school diploma required, Bachelor’s degree in Hospitality Management or a related field preferred ESSENTIAL JOB FUNCTIONS Reservations Management: Oversee daily operations of the reservations systems, ensuring accuracy and efficiency in processing reservations, cancellations, and modifications Guest Communication: Provide clear and timely communication with guests via phone, email, and other platforms to confirm reservations and provide information about the property and services Utilizes communication tools (GXP, phone, email, Kipsu, etc.) and acts as the PBX operator during peak periods to ensure inquiries are handled with professionalism and promptly. Guest Experience: Deliver exceptional guest experience by addressing guest inquiries, concerns, and special requests. Coordinate with internal departments to fulfill guest needs and ensure personalized experience. System & Process Management: Monitor and maintain the hotel reservation software with accurate pricing, availability, and rate codes. Keep property information and offerings up to date. Assist in inventory control using systems such as Opera and Marsha. Manage room blocking for potential upgrades in collaboration with Guest Service Agents. Reporting & Analysis: Generate and analyze reports on reservations, occupancy trends, and booking sources. Recommend improvements to optimize revenue and operational efficiency. Collaboration: Work closely with front office, housekeeping, and sales teams to ensure smooth arrivals, departures, and overall guest satisfaction. Act as liaison between Front Office, Housekeeping, and Events for group arrivals and VIP guests, ensuring accuracy in billing, routing, room assignments, and notes for a seamless check-in experience. Team Leadership: Serve as a property knowledge expert and assist in training new team members on reservation processes to maintain workflow professionalism across departments. Revenue Management: Partner with the Director of Rooms to implement strategies that maximize occupancy and revenue Requirements PHYSICAL DEMANDS & WORK ENVIRONMENT The physical demands & work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand and/or sit; use hands to handle, feel, or finger; reach with hands and arms; talk or hear; and taste or smell. The employee frequently is required to walk and climb or balance. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. STANDARD SPECIFICATIONS Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their direct report. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship. I have reviewed and understand this job description.

Responsibilities

The Reservations Experience Agent manages all aspects of the guest reservation process, ensuring accuracy in processing bookings, cancellations, and modifications while handling guest communications via phone and email. This role coordinates closely with internal departments to fulfill guest needs and deliver an exceptional, personalized guest experience.