Central Reservations Agent
Seat: Central Reservations Agent
Department: Sales & Guest Services
Reports To: Reservations Manager
Status: Part-time | Full-time Seasonal
Wage: $17-$18per hour
Benefits: On hill Perks for employees and their families at all MFSR (Midwest Family Ski Resorts) locations
Seat Summary
The Reservations Agent provides knowledgeable, responsive, and accurate reservation support for guests across all Midwest Family Ski Resorts. This role helps guests plan and book resort experiences while maintaining strong product knowledge, transaction accuracy, and guest service across multiple resort locations and operating seasons.
As part of the Granite Peak-based Central Reservations team, Reservations Agents are also cross-trained and expected to support Granite Peak Ticket Office and Guest Services Counter operations as business needs require.
Seat Purpose
Provide accurate, knowledgeable, and responsive reservation and guest support across all Midwest Family Ski Resorts while supporting Granite Peak Ticketing and Guest Services Counter operations as business needs require.
Core Accountabilities
- Multi-Resort Reservation Booking & Management: Accurately process new reservations, changes, cancellations, payments, and other booking activity across all Midwest Family Ski Resorts and applicable systems.
- Guest Communication & Experience Planning: Provide knowledgeable, professional support through phone, email, and other communication channels while helping guests plan lodging, tickets, activities, and other resort experiences.
- Product Knowledge & Sales: Maintain strong knowledge of products, pricing, promotions, policies, and experiences across resort locations to recommend appropriate options, identify sales opportunities, and support reservation conversion.
- Granite Peak Ticketing & Guest Services Support: Maintain readiness to support Granite Peak Ticket Office and Guest Services Counter operations, including ticketing and pass fulfillment, group ticket distribution, guest inquiries, transactions, guest flow, and routine issue resolution.
- Reservation, Transaction & Policy Accuracy: Maintain accurate guest records, reservations, payments, pricing, and documentation while following established policies and procedures.
- Guest Issue Resolution & Escalation: Identify and resolve guest, reservation, transaction, or system issues within established authority while escalating complex situations appropriately.
- Cross-Training & Operational Support: Maintain cross-functional readiness across Reservations, Ticketing, and Guest Services while supporting team workload, peak periods, and changing operational needs.
Qualifications & Competencies
Required
- Strong customer service, communication, and interpersonal skills.
- Ability to communicate professionally and effectively by phone, email, and in person.
- Strong attention to detail and ability to accurately process reservations, transactions, and guest information.
- Ability to learn and maintain knowledge of products, pricing, policies, and experiences across multiple resort locations.
- Ability to manage multiple guest needs and priorities in a fast-paced environment.
- Comfortable learning and working across reservation, ticketing, point-of-sale, and other guest-facing systems.
- Dependable attendance and punctuality.
- Ability to work a flexible schedule including weekends, holidays, and peak operating periods.
Preferred
- Previous experience in reservations, hospitality, lodging, sales, retail, tourism, or guest services.
- Experience with reservation, lodging, ticketing, or point-of-sale systems.
- Previous sales or booking experience.
- Experience working in a high-volume call, guest service, or customer-facing environment.
- Familiarity with ski resort, recreation, tourism, or seasonal hospitality operations.
Work Environment & Schedule Expectations
The Central Reservations team is based at Granite Peak, Reservations Agents are expected to provide in-person support to the Granite Peak Ticket Office and Guest Services Counter as operational needs require. This may include periods of standing, direct guest interaction, transaction processing, and working in high-volume guest-facing environments.
Scheduling varies based on reservation volume, resort operations, and seasonal business demand. Weekend, holiday, and peak-period availability is a regular expectation of the role, with additional flexibility required during high-volume reservation and Granite Peak operating periods.
Disclaimer: The statements above describe the general nature of the seat, but they are not an exhaustive list of all duties, responsibilities, or skills required.
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. This is not an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities as needed. In addition, as we are a recreational business, availability on peak holiday timeframes and weekends is required.
