Reservations Agent

Seeking a resort experience that brings adventure to your stay? High Peaks Resort is the Lake Placid resort you've been waiting for: family-friendly, a great value, right in the thick of everything you come to the Adirondacks to enjoy - the lake, the mountains, the vibrancy of downtown. And we're close enough to nearby attractions such as the Olympic Center or The Wild Center in Tupper Lake that once you're here, you can easily enjoy the best of the Lake Placid region.

SPIRE Hospitality is a management company specializing in creating memorable guest experiences and delivering best-in-class service at our hotels and resorts across the country. We ensure you have the support, tools and opportunities you need to get the job done, grow as an individual, and excel in your hospitality career.

We offer a comprehensive full-time benefits package consisting of EARLY PAY OR EARNED WAGE ACCESS get paid before payday, medical, dental, vision, pet discount program, identity theft protection, pre-paid legal support, flexible spending accounts, matched 401K, life, critical accident or illness, short- & long-term disability, paid time off, wellness programs, wonderful hotel discounts and much more.

Job Overview: To answer telephone inquiries in a friendly and courteous manner, employ sales

techniques in order to secure and process reservations for guest accommodations in a timely manner

consistent with high standards of quality.

Responsibilities and Duties:

• Answer the telephone and greet prospective guests in a friendly manner using clear, verbal

communication. Listen to callers to understand inquiries and requests. Promptly provide accurate

information regarding availability, accommodation types, transportation to and from hotel, rate,

etc. Promote marketing programs, assign reservations based on guest preferences and availability.

• Read, retrieve, communicate and verify information including confirmation number to caller. Input

and retrieve data using a computer reservation system and utilizing codes for efficiency. Requires

legible writing skills in the event the computer system is inaccessible and manual documentation

of reservations is required.

• Answer questions regarding hotel facilities and services, airline partnerships, local attractions,

directions, etc. Memorize and communicate applicable deposit and guarantee policies as requested.

Handle complaints in a tactful manner and negotiate resolutions such as alternative

accommodations when hotel is sold out.

• Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of

incoming faxes using the message function of the computer.

• Use the photocopier to make copies of items as required.

• File registration cards.

• Initiate reports and retrieve printed forms from computer.

• Verify credit card authorizations for processing advance deposits.

• Other duties as assigned.

Specific Job Knowledge and Skills:

The individual must possess the following knowledge, skills and abilities and be able to explain and

demonstrate that he or she can perform the essential functions of the job, with or without reasonable

accommodation.

• Ability to effectively deal with customers, some of whom will require high levels of patience, tact

and diplomacy to defuse anger to collect accurate information.

• Ability to listen effectively and to speak clearly over the telephone.

• Ability to access, read and accurately input information using a moderately complex computer

system

• Ability to establish and maintain effective working relationships with employees, customers, and

patrons.

• Ability to sit for extended periods of time.

• Ability to follow written and or verbal instructions in English.

• Ability to input 40 wpm on a computer keyboard.

• Ability to communicate effectively in writing.

Other Expectations:

• Regular attendance in conformance with the standards, which may be established from time to time,

is essential to the successful performance of this position.

• Due to the cyclical nature of the hospitality industry, associates may be required to work varying

schedules to reflect the business needs of the hotel. This includes nights, weekends and/or holidays.

• All employees must maintain a neat, clean and well-groomed appearance (specific standards

available).

• Employee is always required to take on the responsibility and wear appropriate Personal

Protective Equipment (PPE) as determined by position and duties.

• Complies with health and safety rules, regulations and procedures to maintain a safe environment.

Physical Demands:

Sedentary work: Exerting up to 10 pounds of force occasionally (occasionally: activity or condition

exists up to 1/3 of the time), and/or a negligible amount of force frequently (Frequently: activity or

condition exists from 1/3 to 2/3 of the time), to lift, carry, push, or pull, or otherwise move objects,

including the human body. Sedentary work involves sitting most of the time but may involve walking

or standing for brief periods of time. Jobs are sedentary if walking and standing are required only

occasionally and all other sedentary criteria are met.

Qualifications:

• Any combination of education and experience equivalent to graduation from high school or any

combination of education, training or experience that provides the required knowledge, skills and

abilities necessary to perform the functions of the job.

• No special licenses required.

• No prior experience required. Prior communications, reservations, hospitality and/or computer

experience preferred

Spire Hospitality is an equal opportunity/AA/Disability/Veteran employer.

The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster (https://www1.eeoc.gov/employers/poster.cfm) and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement (https://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf)