Central Reservations Agent

Job Title: Central Reservations Agent
Job Pay Range: $17.00-$19.00/hr
Job Summary:
The Broadmoor is committed to creating a culture of family and community while simultaneously providing a genuine, unforgettable experience for our guests and team. This role will play a key part in continuing to uphold our reputation and providing exceptional service to our guests.
As a member of the Concierge team, this role will act as a resource for Broadmoor Guests and Members seeking to reserve dining and activity reservations. This role will be trained in areas including, but not limited to, Spa, Dining, Golf, Tennis/Pickleball, and other general activities outside of Room Reservations. Training will be provided in phases, beginning at Level I and will progress through Level III.
Skillset Level I: Dining, Tennis, and Golf Reservations
Skillset Level II: Concierge (Dining, Tennis, Golf, Activities, Transportation)
Skillset Level III: Spa Reservations + Concierge (Dining, Tennis, Golf, Activities, Transportation
Our employees represent The Broadmoor brand and are Ambassadors of our Forbes Five-Star and AAA Five Diamond Standards. Learn more about The Broadmoor here.
What you will be doing:

• Dining Reservations, Tennis/Pickleball, and Golf Skillset Level I
  • Maintain comprehensive knowledge of all F&B outlets to include but not limited to: standards, hours, attire, restaurant themes and menus, liquor laws, seating availability, allergies, cake orders, cabanas, and special events.
  • Maintain comprehensive knowledge of Tennis, Pickleball, and Golf to include but not limited to: standards, hours, attire, tee times and court time availability.
  • Answer telephones, complete & input reservations, make changes to existing reservations, and address all guest inquiries, while maintaining a pleasant voice and positive attitude.
  • Communicate each respective cancellation guideline when completing reservations; Restaurant, Golf, Tennis and Pickleball
  • Maintain and communicate thorough records of restaurant cover counts, tee times, and court times.
  • Confirm and communicate final reservations via email, text, or phone, as based on guest preference.
  • Work directly with Departments to assist with all requests and questions.
  • Maintain knowledge of Broadmoor history, grounds, and retail outlets, inclusive of overall department's knowledge.
  • Execute service duties in accordance with Forbes/AAA inspection standards and Broadmoor Standards of Excellence.
  • Uphold and abide by all of The Broadmoor policies and procedures.
  • Attend Departmental Meetings as scheduled.
  • Input guest itineraries while cross-checking all reservations.
  • Work in a fast-paced, team-oriented environment
  • Uphold and abide by all Broadmoor policies, procedures, and safety guidelines

• Concierge (Dining, Tennis, Golf, Activities, Transportation) Skillset Level II
  Includes Dining Reservations, Golf, and Tennis duties, in addition to:
  • Maintain comprehensive knowledge of all activities, dining, and local events, to include but not limited to: hours, attire, restaurant themes and menus, special events, cancellations policies, check-in times and locations, transportation options, etc.
  • Maintain PCI compliancy, and the highest level of protecting guests' privacy.
  • Streamline reservations by identifying and implementing the most leading questions to better personalize and expedite service.
  • Answers inquiries, offers suggestions, and provide descriptive literature pertaining to the Hotel, trips, excursions, sports events, concerts, and plays; communicating information and final reservations via email, text, or phone, as based on guest preference.
  • Obtains complete and accurate information when handling all guest requests.
• Spa Reservations Skillset Level III
  Includes all of the previous duties, in addition to Spa Reservations:
  • Maintain comprehensive knowledge of all spa and salon services, to include but not limited to: hours, amenities, arrival process, recommended attire, special offerings, cancellations policies, packages, upgrades.
  • Maintain HIPPA compliancy, with the highest level of protecting guests' privacy.
  • Reserve accurate and timely appointments that fit the best needs of the guest and according to all Forbes and AAA standards.
  • Exhibit confident product and service knowledge in order to accurately sell and up-sell.
  • Schedule package guests and group bookings as assigned; perform appropriate follow-through.
  • Verify technicians' lunch breaks and appointments are properly scheduled every morning; troubleshoot when necessary.
  • Provide accurate schedule information to technicians and fellow spa representatives regarding service to be rendered.
  • Perform opening/closing procedures as assigned.
  • Attend and participate in ongoing training, both formal and informal, needed to effectively perform job responsibilities.
  • Support fellow employees in the performance of their jobs.
  • Be flexible and positive to changes required to enhance guest experience or to meet the fiscal needs of the organization.

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that additional or different tasks be performed when circumstances change.
What we are looking for:

• One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
• Experience with computer, phone software and reservations systems. Experience with word processing, spreadsheets, e-mail, and database software is recommended.
• Enthusiastic, friendly, and energetic team member who works well with others
• Strong interpersonal communication skills
• Occasional heavy lifting (up to 50 lbs.) with a work environment that may be indoors and outdoors at times

*Reasonable accommodations will be made for individuals with disabilities*
Don't meet all the qualifications/required skills? If you are committed to joining a team that provides world-class service, we encourage you to still apply. At the Broadmoor, we are looking for exceptional team members that are willing to learn, grow and deliver 5-star service to our guests.
Why Choose the Broadmoor (Benefits)
Working at The Broadmoor is more than just a job. The Broadmoor invests in our employees by offering comprehensive benefits packages and opportunities to grow professionally. By joining our family, you will work with, and learn from, a diverse team of world-class professionals at the longest running Five-Star, Five-Diamond resort in the world.

• Benefits - Employees are offered expansive benefits including Health & Dental, 401k, local discounts. Please click here for a comprehensive list of benefits.
• Career Development - We invest in our employees! As a member of the team, you will have the opportunity to grow your career. Whether pursuing career advancement, personal growth, or seasonal employment, we provide training and development opportunities to prepare you for your current role and future career.

The application deadline for this position is March 12, 2024 to beconsidered. We encourage applicants to apply early for full consideration and this posting will remain open until filled.