Panorama Mountain Resort seeks a Tour & Travel Specialist who has a keen eye for detail and the strength to keep many initiatives (and people) moving at once.
The successful candidate will have a professional and caring approach to the needs of the guest coupled with superior administrative skills and a high attention to detail, enabling them to effectively work within a small and focused sales team.
When assisting as a Reservations Agent you will be helping our guests match resort products with their needs and assist in the planning of their vacation through online bookings.
Responsibilities:
• Winter and summer position the team to exceed all performance related metrics (revenue, room nights, ADR, RevPAR, ETP). • Respond to all calls, e-mails, voice mails, or requests in a timely, knowledgeable, courteous, and professional manner. • Input and ensure accuracy of all Tour & Travel, Race bookings (both FIT and Group). • Once Panorama Sales Managers have secured business, contribute to the relationship and guest experience to ensure all aspects of the booking are delivered as agreed upon during the sales process. • Upsell FIT & Group bookings by providing information on additional products such as activities and food & beverage options. • Strengthen relationships with travel partners by providing timely and accurate booking details and information. • Liaise with all stakeholders to ensure operating divisions are positioned for success and all special requests are understood. • Assist with the hosting of VIPs and FAM tours, including the fulfilment of special requests, lift tickets, room checks, the writing of personalized greetings, the purchase of gifts and their placement in-room. • Meet and greet guests on event days facilitating a smooth hand-off to operating divisions like Food & Beverage and Ski Rental as required. • Assist with invoicing and the collection of payment in accordance with Panorama Mountain Resort policy and procedure. • Assist with the coordination of resort guest transportation. • Assist with daily Call Centre tasks as required. ◦ Respond to all calls, e-mails, voice mails, faxes or requests made in person in a timely, knowledgeable, courteous, and professional manner. ◦ Provide accurate quotes and information to our customers. Ensure that all customers are aware of our different packages, specials, and applicable conditions; they understand associated deposit and cancellation policies, check-in and check-out times and policies as well as descriptions of any additional services or amenities included in the price. • Other duties as assigned.
Experience / Requirements:
• An active interest in skiing or snowboarding, mountain biking and other mountain resort experiences. • Articulate English speaker with very strong presentation, teamwork, and interpersonal skills. • Independent, detail oriented and able to work under pressure while handling multiple projects at once. • Tech savvy. A strong user of the Microsoft Office suite, including Excel, Word, and PowerPoint. Able to quickly learn CMS, CRM, lodging and ticketing POS systems. • A sample work week is Thursday through Monday, with Tuesday and Wednesday considered the weekend.
Key Relationships:
• EXTERNAL: Business partners, tourism partners, service providers and resort guests. • INTERNAL: Sales and marketing team members, and leaders of Panorama Mountain Resort business units.
