Job Summary The role of the Reservation Sales Agent is to greet guests over the phone and provide an overview of the facility, as well as a comprehensive description of accommodation types and resort amenities that will fit their need. Job Duties and Responsibilities • Responsible for practicing, supporting and promoting Crystal Mountain’s Service Standards at all times. • Answer incoming calls in a timely manner with appropriate greeting to assist with reservations, confirmations, room need requests and questions. • Ensure accurate information is provided to clients with respect to all products including, but not limited to, accommodations, spa options, lift, lesson, rental, tours and activities.

• Maintain knowledge of current resort events to explain resort products, activities, service and other information about the resort as requested. • Sell and process accommodation, dinner, kids programs, spa services, golf tee times, snow sports lessons, etc. reservations using selling techniques and strategies. • Assist guests with issues and complaints, with empathy and a focus on guest satisfaction.
• Accurately enter and update guest data in property systems, in a timely manner. • Cognitive ability to accurately work and/or manage multiple projects under demanding circumstances. • Receive and process all online reservation requests. • Answer questions from upcoming and in-house guests about charges to guest accounts and make modifications as needed.
• Assist Reservation Sales Manager, Supervisor, or Reservation System Coordinator as needed. • Must have a flexible schedule. • Other duties as assigned by leadership team members. • Perform responsibilities in accordance with all Company standards, policies and procedures.

Job Specifications Competencies: • Previous experience with SMS, Microsoft Excel, Word, and Outlook preferred. • Previous sales experience a plus. • Ability to communicate effectively with Guests, Team Members and Management in both written and verbal form. • Self-directed and able to maximize use of time, resources and technology.

• Ability to speak clearly in a well-modulated and pleasant voice. • Effectively and accurately operate assigned equipment. • Maintains office, employee and company confidentiality at all times. • Dependable and meets goals.

Education: • High School diploma or equivalent required. Physical & Other Requirements: • While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. • Remote work may be an option. • The employee must regularly lift and /or move up to 25 pounds.

• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. • Evenings, weekends and holidays are a regular part of the schedule. • Must have excellent attendance and conduct record. • Non-smoking candidates preferred.

Crystal Mountain is an equal opportunity employer that is committed to diversity and inclusion in the workplace. 2020 Bronze Level Veteran Friendly Employer. Established in 1956, Crystal Mountain is a family-owned, four-season resort destination located 28 miles southwest of Traverse City and a short drive from Sleeping Bear Dunes National Lakeshore. The resort features lodging, dining, downhill and cross-country skiing, two championship golf courses, shopping, award-winning Crystal Spa, Michigan's only alpine slide, the Park at Water's Edge, Michigan Legacy Art Park, weddings and a conference center.

Visit www.CrystalMountain.com.


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