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Reservationist

Adventures on the Gorge
On-site
Fayetteville, West Virginia, United States
RESERVATIONIST
 
Leading the World Outdoors
 
Adventures on the Gorge’s company vision statement is intended to be interpreted in multiple ways.  First, it illustrates our need to be the best at what we do in our industry and the need to continue to develop ourselves and our business for the future.  Perhaps more importantly, our vision states that we have an altruistic goal of helping others venture outdoors, at times, in places and in activities that will further develop their lifelong skills and increase their knowledge about nature and adventure.  We benefit from a strong belief in who we are and where we are headed. We look to our vision and guiding principles as providing that sense of understanding and direction, serving as a map and compass to help us reach our full potential.

Guiding Principles
We use these principles, and more, to guide our daily behavior and business decisions:
• Always balance fun and adventure with safety 
• Strive always to exceed our guests’ expectations 
• Provide a unique environment for staff and guests that fosters camaraderie and hospitality
• Value our people, knowing that the quality of our staff define our ultimate success
• Invest in systems and processes, to ensure we deliver a consistent quality experience 
• Treat each and every guest and staff member with dignity and respect 
• Raise the standard of the industry with an emphasis on innovation 
• Recognize that profitability is essential for us to be healthy and grow

Responsibilities
The Reservationist is responsible for handling guest bookings, managing those reservations, and maintaining information in the property/activity management system.  

Expectations
The Reservationist assists potential resort guests with planning and booking their activities, lodging or other resort experience by being knowledgeable and able to answer questions regarding resort offerings. All AOTG employees are expected to help achieve our vision of leading the world outdoors by extending hospitality at all times, providing assistance where needed, and championing a one-company mindset.

Duties
-Report to and follow the Reservation Office Manager's instructions
-Take phone calls and respond to incoming inquiries via chat and email
-Be courteous during phone conversations
-Accurately record bookings and answer questions regarding the resort
-Make suggestions and up-sell resort activities and other options as appropriate
-Input bookings into the property/activity management system and communicate with other departments as needed
-Ensure guests enjoy the planning experience and are educated on what to expect from their experience
-Work closely with the sales team and guest services to ensure guest satisfaction
-Handle 1st tier customer complaints and escalate issues to senior reservationists
-Be able to explain the company cancellation policies and refer legitimate refunds or credits to senior reservationists
-Handle company mail room duties as assigned
-Perform other duties and responsibilities that may be added at the company's discretion

Qualifications
REQUIRED
-Ability to work independently with minimal guidance and as part of a team
-Ability to work efficiently while giving attention to detail
-Basic written and verbal communication skills
-Strong interpersonal and customer service skills
-Basic computer skills

PREFERRED
-Experience in a hospitality setting
-Excellent written and verbal communication skills
-Demonstrated organizational ability and time-management skills 
-Experience with property management software
-Working knowledge and relevant experience in the outdoor industry

PHYSICAL DEMANDS & ENVIRONMENT
- Prolonged periods sitting at a desk, working on a computer and talking on the phone
- Must be able to lift up to 15 pounds at times

The Reservationist is seasonally expected to work weekends and other irregular hours. Flexibility in work habits and work schedule is required.