Reservations Coordinator

Alterra Mountain Company · Blue River · CA$23–CA$26/hr (stated in the posting)

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About the Company:

When you work at Mike Wiegele Helicopter Skiing you become part of a larger family of motivated people who thrive in a natural environment that promotes safe practices and good health.

At Mike Wiegele Helicopter Skiing we know that our employees are our most valuable asset. Our wages are highly competitive, and our subsidized housing and food services mean that our employees can save money while working in Blue River throughout the year.  We offer opportunities for advancement in all departments and ensure that each employee is supported in their effort to provide excellent customer service every day.

Our culture is built on positive attitudes, ambition, and a passion for skiing.  Whether you join us for an amazing seasonal experience or join our team in a year-round career capacity, employment at MWHS is the experience of a lifetime.

Position: Reservations Coordinator

Type: Full Time, Year Round

Location: Blue River, BC

Reports to: Sales & Guest Relations Manager

Overview:

Directly responsible for administrative and reservations related functions within the Reservations Department. Responsible for serving customers via the telephone, email, and in person. Accountable for dealing with guest inquiries, bookings, and requests. Ensure communication flow is maintained for relevant issues to all interested parties. Assist with weekly reports.

Responsibilities:

• The Reservations Coordinator is responsible for the functions and activities occurring during the day-to-day business in the reservations department.
• Know products and services & be an information expert.
• Maintain awareness of new products and services, and competitor activities.
• Maintain guest data bank by entering potential guests, updating existing guest profiles, adding notes & special requests that pertain to any department.
• Maintain accurate guest reservations including but not limited to package type, dates and ski days, price, number of people, applicable incentives and discounts, accurate tax, adding notes & chalet, guide, and other special requests that pertain to any department, and arrival forms. Periodically check for missing information.
• Assist in maintaining and updating reservations computer modules and databases including RDP and other applicable software systems.

Communication

• Extensive guest correspondence through:
  • Phone management (answering, making calls, follow-up on voicemails) for the Reservations department lines and direct phone line.  It is crucial that all calls are answered promptly and with enthusiasm. 
  • Email management of personal and shared accounts.
• Actively participate in timely communication and follow-up to guests and potential guests.
• Exceed guest expectations and anticipate guest needs to leave (potential) guests feeling cared for and with the "Feel Good Factor".
• Body Language/Communication
  • Most of the communication that we relay to others is done through body language, especially through smiling and eye contact.

Payments

• Receiving and posting payments.
• End of the day cash out report.
• Ensure reservation discounts are applied at correct times (at time of booking vs. after full payment).
• Mailing out payment reminders to secure payments are received by due dates.
  • Within 1 week of the deposit deadline.
  • 2 weeks prior to Full Payment deadline.
• Follow up on overdue payments.
  • Release “on hold” reservations when payments are not received and confirming the release with guests.
  • With manager approval, a payment extension can be provided.
  • If applicable, offer seats to guests on the waitlist or notify colleagues with guests on the waitlist.

Follow up 

• Follow up with guests that have credits on file to generate more bookings.
  • Follow up mid-summer, at the start of the season, and mid-season to encourage guests to use the credit for a trip.
  • At the end of the season, forfeit the credit and inform the guest of this.
    • With manager approval, an extension for the credit deadline can be provided. Inform the guest of this, if applicable.
• Follow up with guests within 1 week of their departure.
  • Set up re-bookings and confirm with guests.
  • Contact remaining guests to thank them for their stay, ask for feedback on experience, and reiterate rebooking incentive(s) and deadline as well as other applicable incentives.
• Participate in annual spring follow up after the season ends through calls and emails.
  • Follow up with guests that have not rebooked for a future trip.
  • Follow up with inquiries that did not materialize in a booking.
• Crisis Management: Ensure no unauthorized communication with the media.
• Emergency Response: participate in emergency planning, emergency simulations, and possible real-life emergencies as part of the emergency response plan.
• Anticipate Guest Needs - Always look for ways to serve our clientele more than they expect. In doing so, it helps them to know that you care, and it will leave them with the "Feel Good Factor" that we are searching for.
• Liability Waiver Management (10 weeks prior to guests’ arrival).

The accountabilities listed above are provided as examples of areas of responsibility and are not intended to create limits to responsibility but to help understand the scope of the position. All staff are expected to be team oriented and maintain confidentiality of all information gained while working with the company.

Qualifications:

• 3 to 5 years of experience in customer service, reservations, and sales.
• A certificate or diploma in a related field is preferred.
• Experience in all aspects of customer service.
• Strong working knowledge of hospitality industry principles, methods, practices, and techniques.
• Exceptional conflict resolution, negotiation, and objection handling skills.
• Able to respond quickly in a dynamic and changing environment.
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
• Able to build and maintain lasting relationships with corporate departments, key business partners, and guests.
• Demonstrated knowledge of sales practices, and exceptional customer service and sales skills.
• Professional email and telephone communications and the ability to effectively close sales and provide customer service via both incoming and outgoing calls.
• Able to effectively communicate both verbally and in writing.
• Ability to coordinate and organize meetings, exhibits, and other events.
• High level of proficiency with resort booking software, customer relationship management software, and Microsoft Teams and Excel.
• Must have a strong knowledge of written and spoken English.
• Knowledge of a second language (preferably German): spoken & written is an asset.
• Ski industry knowledge.
• Dynamic and energetic personality.

Working Conditions:

• Some travel may be required.
• Manual dexterity required to use desktop computer and peripherals.
• Lifting or moving up to 20lbs may be required.
• Long hours of work, putting in additional time, may be required to meet business needs (overtime as required)

Benefits of Employment Include:

• Subsidized staff accommodation in private or shared residence
• Fitness center
• Family and friends’ discounts
• In-house training and development programs
• Employee Assistance Program
• 30% off retail items in our specialized boutique
• Eligible for Health and Dental and RRSP after 3 months

Additionally, During Winter:

• Staff meal plan
• Discounted rates at various hotels in Kamloops, Jasper, and Vernon
• Staff rate for on-site massage therapy
• Opportunities to helicopter ski
• Ski passes to Marmot Basin in Jasper, AB
• World Renowned IKON/AMC Ski Pass
• Guaranteed adventure!

Compensation: $23-26 per hour based on experience and qualifications

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