Full Time Call Center​/Guest Services​/Admin Position

TWIN PEAKS LODGE & HOT SPRINGS Reservations & Call Center Agent

Company:
Alpenglow Properties Ouray, Inc. dba Twin Peaks Lodge & Hot Springs |

Location:

Ouray, Colorado

Department:
Reservations/Administration |

Reports To:

Assistant General Manager and Operations Manager

The Reservations & Call Center Agent assists guests with hotel room reservations, spa appointments, ATV rentals, and general questions about Twin Peaks Lodge & Hot Springs and its services. This position requires excellent customer service, strong attention to detail, and the ability to manage several reservation systems while communicating professionally by telephone, email, and electronic messaging. The position also performs general administrative duties and provides support to hotel management and other departments as needed.

• Answer incoming telephone calls promptly and professionally.
• Assist guests with hotel room availability, rates, packages, policies, amenities, and reservation requirements.
• Create, modify, confirm, and cancel hotel room reservations.
• Schedule, modify, and cancel spa appointments.
• Create and manage ATV rental reservations, including explaining rental requirements, availability, policies, and check-in procedures.
• Process reservation deposits and payments accurately.
• Send reservation confirmations, receipts, waivers, and other required information to guests.
• Review reservation details for accuracy, including guest names, dates, room types, rates, special requests, and payment information.
• Respond to guest questions by telephone, email, text messaging, and other approved communication platforms.
• Explain cancellation policies, resort fees, check-in and check-out procedures, hot springs access, and other property policies.
• Promote available hotel accommodations, spa services, ATV rentals, and other property amenities when appropriate.
• Document guest requests, concerns, and important reservation information in the appropriate system.
• Communicate special requests and operational information to the front desk, spa, housekeeping, maintenance, and other departments.
• Maintain guest confidentiality and protect payment and personal information.
• Assist with guest follow-up, reservation reports, data entry, filing, scanning, and document organization.
• Prepare spreadsheets, correspondence, reports, and other administrative documents as assigned.
• Assist management with group reservations, room blocks, contracts, payment tracking, and other administrative projects.
• Monitor upcoming reservations for missing information, payment requirements, waivers, or special instructions.
• Help resolve guest concerns professionally and refer complex situations to management when necessary.
• Maintain a clean, organized, and professional work area.
• Follow all company policies, procedures, and customer-service standards.
• Perform additional administrative and operational duties as assigned.

TWIN PEAKS LODGE & HOT SPRINGS
Reservations & Call Center Agent | Job Description Page 2

This position requires a flexible schedule based on business needs.

• Evening shifts ending as late as 9:00 p.m. will be required.
• Weekend availability is required.
• Holiday availability may be required.
• Scheduled hours and days may vary depending on occupancy, reservation volume, and operational needs.
• Reliable and punctual attendance is an essential function of the position.

• Excellent telephone etiquette and customer-service skills.
• Strong verbal and written communication skills.
• Ability to communicate calmly and professionally with guests.
• Strong computer, typing, data-entry, and organizational skills.
• Ability to learn and use multiple reservation and scheduling systems.
• Ability to manage several tasks and reservation requests at the same time.
• Strong attention to detail and commitment to accuracy.
• Ability to handle confidential guest and company information appropriately.
• Ability to work independently and as part of a team.
• Ability to work evenings, weekends, and holidays as scheduled.
• Reliable transportation and dependable attendance.

• Previous hotel, reservations, call center, front desk,…