Reservations Coordinator

Year Round

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…