Under the general supervision of the Director of Guest Services, the Reservation Specialist is the primary point of contact for ZPPCC Cabin Guests, processing reservations and aiding throughout the booking process from inquiry to departure. The Reservation Specialist will have a genuine interest in and compassion for the mission of Zephyr Point Presbyterian Conference Center, its growth and expansion, and be familiar with all facets of Zephyr Point organization, programs, and facilities to effectively interpret and provide services to guests and staff.
DUTIES AND RESPONSIBILITIES:
- Serve as expert liaison between cabin and guest room guests and ZPPCC staff distributing information and answering questions throughout the booking process
- Provide receptionist duties in the absence of the Office Administrator; greet guests, answer phones, manage keys, arrival packets, signage, check-ins, check-outs, open and close the office, etc.
- Be familiar with all Zephyr Point facilities including location, details, floor plans, parking, etc., especially details of each cabin
- Answer inquiries via phone and email regarding availability and questions
- Maintain and facilitate waiting list for peak season dates
- Schedule cabin and guest room reservations to maximize facility usage, in accordance with ZPPCC mission-oriented booking guidelines
- Construct contracts to secure reservations
- Process payments; communicate effectively with guests regarding overdue items; process cancellations and refunds as needed
- Maintain detailed records of reservations including revisions and other details
- Distribute information for incoming reservations to relevant ZPPCC staff
- Follow up with guests post-event for future rebooking requests, guest feedback, issue resolution, etc.
- Utilize registration software to ensure efficient input, reporting and tracking of information; clean duplicate data and keep balances and contact info current
- Maintain organized files including contracts, communication records, event notes, etc.
- Conduct site visits as requested
- Coordinate with other team members to keep facility and rate information updated across all platforms (website, email, printed materials, on-site signage, etc.)
- Assist with developing booking policies and procedures that support the ZPPCC mission and protect staff and guests; communicate and administer policies fairly for all
- Handle guest needs, special requests, and complaints; communicate with guests while on site to ensure a positive guest experience
- Monitor guest evaluations, identify trends, and produce reports; distribute to ZPPCC staff
- Assist with marketing efforts to secure new customers and further the ZPPCC mission
- Assist in the training of Guest Services employees and volunteers
- Cross-train for other Guest Services positions to provide support when needed
- Attend all mandatory ZPPCC staff meetings
- Other duties as assigned*
Salary Range/Compensation Package: $20-22 per hour; part time; 28 hours/week
Application Instructions: Go to Zephyr Point Employment Opportunities Fill out the Zephyr Point Application. Send the application and your resume to laura@zephyrpoint.org
Application Deadline: Open until filled.
Website: Zephyr Point Home