Central Reservations Agent-Powdr Parks-3

Location: Park City, Utah

Central Reservations Agent

Job Summary

The Central Reservations Agent is a key member of POWDR Corp.'s Central Reservations department, providing exceptional guest service and reservation support for our two current park properties: Stovepipe Wells in Death Valley National Park and Zion Lodge in Zion National Park. This position is responsible for assisting guests with lodging and group sales inquiries, processing reservations, performing accounts receivable functions, and ensuring a seamless booking and payment experience.

The ideal candidate thrives in a fast-paced, customer-focused environment and demonstrates strong communication, organizational, and problem-solving skills. This role requires attention to detail, proficiency with reservation systems, and the ability to accurately process guest payments and account transactions. Agents will receive comprehensive training on our national park properties, reservation processes, and accounts receivable procedures to confidently assist guests throughout the reservation and billing process. Weekend and holiday availability may be required.

Essential Duties and Responsibilities

• Respond to inbound calls and emails from guests inquiring about reservations for Stovepipe Wells in Death Valley National Park and Zion Lodge in Zion National Park.

• Provide detailed information about accommodations, rates, package options, availability, policies, and resort amenities.

• Accurately enter, modify, and maintain reservations in the system, ensuring records are up to date and error-free.

• Process payments and securely handle credit card transactions at the time of booking.

• Perform Accounts Receivable responsibilities, including processing guest payments, reconciling accounts, researching and resolving billing discrepancies, applying payments accurately, and communicating with guests regarding outstanding balances in accordance with company policies.

• Assist guests with special requests, modifications, and cancellations while adhering to company policies.

• Deliver exceptional customer service by addressing guest inquiries with professionalism, product knowledge, and enthusiasm.

• Promote and upsell additional services such as dining reservations, activity bookings, and package enhancements when appropriate.

• Meet performance standards, including call conversion rates, reservation accuracy, accounts receivable accuracy, and customer satisfaction goals.

• Conduct outbound calls to follow up with guests regarding reservations, payments, outstanding balances, or additional sales opportunities.

• Participate in training sessions to develop product knowledge, reservation system proficiency, sales techniques, and accounts receivable processes.

• Assist with department projects and tasks as assigned to support overall team goals.

• Occasionally travel to resort locations for training, team meetings, or familiarization visits.

• Perform other duties as assigned.

Required Knowledge, Skills, and Experience

• High school diploma or equivalent required.

• One to two years of experience in customer service, reservations, call center operations, accounts receivable, or a related hospitality role preferred.

• Experience in hospitality, travel, lodging, or resort operations is preferred.

• Previous experience with accounts receivable, payment processing, billing, or collections is a plus.

• Proficiency with reservation or property management systems is preferred.

• Ability to operate a computer efficiently, including proficiency in Microsoft Office Suite.

• Strong attention to detail and accuracy in data entry, financial transactions, and account reconciliation.

• Ability to manage multiple tasks, prioritize workload, and work effectively in a fast-paced environment.

• Excellent verbal and written communication skills, with the ability to clearly explain reservation and billing information to guests.

• Dependable, with a strong work ethic and positive attitude.

• Ability to work independently as well as collaboratively within a team.

• Professional demeanor with a commitment to delivering outstanding customer service.

Work Schedule

• Current operating hours are 9:00 a.m. to 6:00 p.m., seven days a week.

• Rotating schedule; weekends and holidays are required, with the exception of New Year's Day, Thanksgiving Day, and Christmas Day.

• Department operates 362 days per year.

Travel Requirements

• 0-10% travel, as required.

Perks & Benefits

• Competitive hourly rate of $17.00 per hour.

• Free season pass to Snowbird and Woodward Park City, plus complimentary passes for eligible dependents.

• Discounted lift tickets for friends and family.

• Discounts on food and beverage, retail, rentals, and lessons.

• 401(k) with up to a 5% company match and immediate vesting.

• Comprehensive medical, dental, and vision insurance effective the first of the month following hire.

• Generous paid time off.

• Exclusive discounts with brands including YETI, Burton, Subaru, and more.

• Complimentary access to other POWDR resorts nationwide.

POWDR is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.