Call Center Reservations Agent: Part Time Year Round

Call Center New Paltz, New York


The Reservation Sales Agent’s primary responsibility is to capture as many reservations as possible by utilizing selling techniques effectively. The ideal candidate would be courteous, self-motivated and detail-oriented. Process reservations and corresponding NAVIS tasks associated with the reservations received via telephone, mail, and electronic mail, facsimile, in person or through the booking engine.


  • Be knowledgeable of Mohonk Mountain House’s features, services and hours of operation.  
  • Assist guests by selling future reservations
  • Promptly follow up with guest inquiry leads for second chance bookings
  • Answer telephone calls and emails in a clear and professional manner
  • Attend required coaching sessions as scheduled to review call quality, Enhanced Lead Management compliance and productivity.
  • Maintain potential and current guest profile information
  • Assist customers with questions regarding their existing reservations
  • Strong ability to multi-task and pay attention to detail
  • Deliver the highest standard of service to all customers
  • Effectively manage daily correspondences and operational tasks to exceed customer expectations and expand customer base
  • Display effective computer literacy and be familiar with MS Office software (Outlook, Word, Excel). NAVIS Applications & Software knowledge a plus.
  • Possess a positive and upbeat attitude at all times
  • Professional customer service nature with a desire to exceed
  • Exceptional verbal and written communication skills
  • Communicate with other departments the guest’s requests, concerns and needs.
  • Assist all departments and employees in obtaining information about guests, dining options and rooms relevant to guest stays and availability.
  • Organize and maintain a workstation with rate, package and resort information.
  • Promote positive guest relations with both guests and co-works in person, in writing and over the telephone.
  • Maintain open and concise communication with management, co-workers and guests.
  • Enter and confirm reservations in the systems with the utmost accuracy and detail to capture all important information.
  • Participate in outbound sales communications.
  • Needs to know, understand and use proper policies when processing reservations, taxes, service charge, dress code, cancellation, check-in, check-out, dining, resort activities and amenities.
  • Maintain knowledge of all activities, program and additional fees that guests might incur.
  • Must know proper accounting procedures for deposits, refunds, rate adjustments and end of shift audits.
  • Comply with required uniform and dress code policies.
  • Maintain a focus on keeping an appropriately high call volume and conversion ratio based on goals set by the department managers.
  • Assist Front Office with reservations, room changes, room shows, check-ins, check-outs and other tasks when needed.
  • Process special requirements and needs for guests through the proper channels so that the requests and needs are met accurately and to the guest’s satisfaction and safety.
  • Speak to guests, co-workers and managers using clear, concise and professional tone of voice.
  • Able to clearly communicate in English, verbally and written with guests, coworkers, and management.
  • Use good interpersonal skills and willing to follow the Mohonk Mountain House Service Program.
  • Able to maintain professional composure and use good manners on the telephone and in person.
  • Maintain a calm demeanor when pressure.
  • Be dependable, responsible and maintain good attendance.
  • Computer experience with data entry and windows base programs.
  • Able to remain sitting at a computer station for long periods of time to process reservations.
  • Able to navigate stairs. Supplies and guestrooms require the use of stairs.
  • Lift as much as 15 lbs. (brochure boxes, folio paper and envelopes)
  • Appropriate hearing levels to use telephone system.
  • Clear vision to view computer screens and office equipment for accuracy.
  • Ability to maintain focus on the job task at hand to think clearly and quickly.
  • Good memory to learn and effectively process job responsibilities efficiently and confidently.
  • Good organization skills and attention to detail.
  • Professional, neat, and well groomed during work shifts.
  • Ability to work independently, and under daily job stress while maintaining composure.
  • Must be flexible with work schedule.
  • Able to perform basic mathematics calculations.
  • High School diploma.
  • Prior hospitality or customer service experience preferred.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.