Reservations Agent - Hotel Polaris

Are you ready to help shape the future of travel and hospitality at the new Hotel Polaris at the U.S. Air Force Academy? Hotel Polaris is seeking an exceptional Reservations Agent to join our team and play a vital role in shaping the success of Hotel Polaris, an instant icon on the hospitality landscape of Colorado Springs. Your efforts significantly influence the unique and distinctive experiences we seek to deliver to our guests and team members alike. We're looking for someone who wants to be a part of something bigger and shares our passion for creating unforgettable guest experiences, nurturing a vibrant company culture, and building strong connections with our communities.

• →Answer all incoming calls in an attentive, courteous, professional, and efficient manner.
• →Create memorable experiences with a warm, welcoming personality that can relate to guests and team members.
• →Act as the initial guide for the guest and their experience.
• →Book reservations for guests, ensuring accuracy in reservation.
• →Obtain a low percentage of call abandonment on monthly basis.
• →Cancel or change reservations as requested.
• →Utilize the freedom to go beyond to take initiative to resolve guest complaints and create loyalty.
• →Capitalize on up-selling to maximize night stays and maximizing rates.
• →Responsible for reaching budgeted monthly targeted Average Daily Rate (ADR).
• →Generate additional interest in all recreation/spa products and utilizes concierge/vacation planner to solicit business.
• →Responsible for tracking all “turn away” calls.
• →Perform daily duties on the reservations report assignments.
• →Maintain a strong understanding of Hotel Polaris, Air Force Academy, and Colorado Springs general information for guests.
• →Maintain strong communications with Front Desk, Concierge, and Bell Service.
• →Maintain an up to date working knowledge of all hotel amenities as well as any special events.
• →Collaborate with the Sales Department concerning group bookings.

• High school diploma or equivalent.
• At least one (1) year customer service experience required.
• Experience at a comparable AAA Four Diamond/Four Star hotel and/or resort is highly desired.
• Must be at least 18 years of age or older.
• Flexibility: This position can be remote or we offer a hybrid in-office and work from home environment.
• Ability to work independently with a high degree of accuracy and attention to detail.
• Must have excellent phone etiquette.
• Enjoy multi-tasking at a fast pace while ensuring accuracy and efficiency.
• Must be able to read, write and speak English.
• Must have strong computer skills and working knowledge of Microsoft Office programs.
• Ability to work a flexible schedule that may include evenings, weekends and holidays.