Reservations Agent

Description

Are you ready to take your career to the next level in a serene oasis? Look no further! Ojo Santa Fe Spa Resort, located in the picturesque Santa Fe, New Mexico, is seeking Reservations Agent to join our diverse and inclusive team.

Why choose Ojo Santa Fe Spa Resort? We're not just your average resort. Our luxurious and tranquil retreat offers a range of accommodations, including spacious rooms, suites, and casitas. Our resort is renowned for its spring-fed waters, known for their respite and healing properties, providing a unique wellness experience for our guests.

Join us in fulfilling our mission of providing genuinely gracious hospitality while stewarding and sharing sacred springs. Ojo Spa Resorts awaits your expertise and passion.

Position Description

The Reservationist is responsible for creating an outstanding first impression over the phone, driving resort sales by presenting the resort experience to our guests, providing exceptional service by anticipating guests’ needs and assisting in booking reservations at the resort spa, restaurant and for other resort amenities and activities. This position must have the flexibility to work various shifts on weekends, weekdays, holidays and/or evenings with availability to cover unexpected reservationists’ absences based on the evolving needs of the business.

This job summary is not intended to be all-inclusive. The employee may be requested to perform other reasonable related duties as assigned by their supervisor or management.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES:

Guest Interaction:

• Answer telephone calls and emails in the reservation department promptly, courteously, enthusiastically, and according to established protocols.
• Assist guests with inquiries about room availability, amenities, services, and special promotions.
• Provide detailed information about the resort, local attractions, and travel recommendations.
• Explain resort policies (e.g., check-in/out, smoking) during the reservation process to ensure a smooth experience and minimize surprises and misunderstandings.

Booking Management:

• Process reservations accurately, ensuring all guest details are correctly entered into the reservation system.
• Update and modify existing reservations as needed, including cancellations, changes, and special requests.
• Maintain a high level of accuracy in handling guest bookings to prevent overbooking and ensure guest satisfaction.
• Input complete guest reservation information into reservation and resort management systems accurately and according to established protocols.

Sales and Upselling:

• Identify opportunities to upsell rooms, packages, and additional services to maximize revenue.
• Communicate promotional offers and packages to potential guests effectively.
• Follow up with guests regarding potential upgrades and additional services prior to their arrival.
• Upsell rooms and treatments where possible according to established procedures to maximize resort average room rate and revenue.

Guest Records and Documentation:

• Maintain organized and accurate records of all reservations, including payments, guest preferences, and special requests.
• Generate daily, weekly, and monthly reports on booking statistics and revenue.
• Handle confidential guest information with the highest degree of integrity.

Coordination and Communication:

• Coordinate with other departments (housekeeping, front desk, etc.) to ensure smooth operations and guest satisfaction.
• Communicate guest needs and preferences to relevant departments to ensure a personalized guest experience.
• Resolve any issues or discrepancies related to reservations efficiently and professionally.
• Maintain complete knowledge of all resort features/services, room types, room rates, packages, promotions, and dining options.

Customer Service:

• Provide exceptional customer service by addressing guest concerns and resolving issues promptly.
• Handle difficult or irate guests with patience and professionalism, seeking solutions that ensure guest satisfaction.
• Gather feedback from guests and relay important information to management for continuous improvement.
• Assess guest requests and inquiries, offering creative suggestions and recommendations tailored to each guest’s or party’s unique needs.

Technology and System Use:

• Utilize the resort’s reservation system and other related software proficiently to manage bookings.
• Stay updated on system updates and new features to enhance efficiency and accuracy.
• Troubleshoot minor technical issues and escalate more complex problems to the appropriate support teams.

Compliance and Policies:

• Adhere to all company policies and procedures, including privacy and data protection regulations.
• Ensure compliance with resort standards and service quality guidelines.
• Participate in ongoing training and professional development to stay current with industry trends and best practices.
• Implement new techniques and practices as introduced and directed by resort management; participate in resort training seminars to build skills and continuously improve service.

Professional Conduct:

• Maintain a professional demeanor by exhibiting a positive attitude toward all employees, managers, and guests, modeling the resort’s core values.
• Assist in the development and implementation of new company initiatives, such as promotions and upcoming events.

Requirements

Qualifications: 

• Minimum of 1 year previous reservations/sales experience in the hospitality industry, preferably at an upscale hotel or resort, required.
• High school diploma (or equivalent) required; college degree preferred.
• Knowledge of Microsoft Office programs; experience in resort/hotel software strongly preferred; experience with Agilisys a plus.
• Ability to enter data quickly and accurately while communicating with guests on the phone.
• Must be available to work a flexible schedule including days, evenings, weekends and holidays.
• Ability to sit for long periods of time in close proximity to other employees, stand, reach, lift, bend, kneel, stoop, climb stairs, push and pull items weighing up to 20 pounds.

If you require a reasonable accommodation during the application process or to perform the essential functions of this position, please contact the Human Resources Department.

Ojo Spa Resorts is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Ojo Spa Resorts Discounts and Perks:

Ojo Santa Fe Spa Resort and Ojo Caliente Mineral Springs Resort and Spa:

• Mission based company with values you can trust
• Medical, Dental, Vision, generous 401k (with employer match) after applicable waiting periods
• Employee Assistance Program (EAP) 
• Paid Sick Time
• Paid Time Off
• Ongoing training to build critical skills for current and future roles
• Numerous Growth & Developmental Opportunities
• Competitive Compensation
• Discounted Employee Lunch
• Free Lunch/Dinner on Thanksgiving & Christmas
• Employee Appreciation Lunches 
• Above and Beyond Awards - Ojo Bucks
• Soak in the Springs for FREE (Monday - Thursday). Free to employee and one guest (over age 13)
• 40% off Spa Treatments (includes private pools and private Ojitos)
• 40% off at the Restaurants
• 20% off at the Gift Shops
• Discounted Lodging Rate
• Hiking Trails

Ojo Santa Fe: Gym, Puppy Patch, Chicken Chat & Birthday Ojo Bucks Vouchers

Ojo Caliente: Yoga Workshops (if space available) & Monthly Birthday Treats

Ojo Santa Fe Spa Resort is conveniently located near several vibrant cities and towns, making it easily accessible for Line Cook candidates like you. Check out the distances below and see how close we are to some popular destinations:

• Only 34 miles away from Bernalillo, NM. 
• Rio Rancho, NM, is located only 43 miles away from our resort. 
• Placitas, NM, is conveniently located only just 39 miles away. 
• Corrales, NM, is a short 42-mile drive from Ojo Sant Fe. 
• Albuquerque, NM, is just 51 miles away. 
• Espanola is 38 miles away. 
• Los Alamos is 46 miles away.

Join us now and become an essential part of the Ojo Santa Fe Mineral Springs Resort & Spa family. Make Ojo Spa Resorts your next career destination!

To learn more about Ojo Spa Resorts, please visit: ojosparesorts.com