Central Reservations Agent

JOB TITLE: Central Reservations Agent                  

DIVISION: Solitude Resort Lodging          

REPORTS TO:  Central Reservations Supervisor             

LOCATION: Solitude Resort Lodging –  Remote, must be located in Utah

CLASSIFICATION: Full-Time/ Seasonal/ Hourly

POSITION: 

Receive incoming calls for people interested in staying at Solitude Mountain Resort. Provide friendly and efficient service, helping guests find the right accommodations to fit their needs, suggesting different packages or amenities that the facility offers and asking questions to help determine the best fit for the guest.

SPECIFIC JOB REQUIREMENTS:

• Drive revenue by actively selling a full suite of resort products—including lodging, lift tickets, ski/snowboard lessons, equipment rentals, and activity packages—through personalized guest interactions and strategic upselling.
• Communicate clearly and listen effectively to understand guest needs and deliver tailored solutions.
• Demonstrate a professional, people-oriented approach in all guest and team interactions.
• Apply strong problem-solving skills and take initiative to resolve issues independently.
• Maintain focus on guest satisfaction, remaining calm and courteous in high-pressure situations.
• Exhibit attention to detail and follow through on tasks to ensure a seamless guest experience.
• Multitask efficiently while staying organized in a fast-paced environment.
• Utilize basic computer skills and perform accurate data entry.
• Leverage prior call center or sales experience to enhance guest engagement (preferred but not required).
• Commit to delivering the highest level of customer service at all times.
• Flexibility to work varied shifts, including weekends and holidays

JOB DUTIES AND RESPONSIBILITIES:

• Assist guests with resort-wide reservations, providing accurate information and personalized service.
• Consistently deliver professional, friendly, and engaging guest interactions.
• Handle guest questions and complaints with empathy and efficiency.
• Maintain thorough knowledge of room types, locations, and layouts to guide guest decisions.
• Answer incoming calls and respond to email inquiries promptly and professionally.
• Process reservations via phone, email, extranet, and referral sources.
• Monitor and manage advance deposit requirements to ensure compliance.
• Ensure reservation accuracy and resolve discrepancies immediately.
• Promote travel insurance as part of the booking process.
• Understand and communicate deposit policies, cancellation terms, and no-show procedures.
• Assist guests with navigating the website and online booking tools.
• Adhere to department policies, procedures, and service standards.
• Perform other duties as assigned to support team and guest needs.

EQUAL OPPORTUNITY EMPLOYMENT  
Solitude Mountain Resort is an equal opportunity employer.  It is the policy of the Company to recruit, hire, train, assign, promote, and transfer the best qualified individual for each job opening and provide such employment opportunities without regard to sex, race, religious creed, color, gender, gender identity, gender expression, national origin, ancestry, citizenship, nationality, age, physical disability, mental disability, medical condition, marital status, pregnancy, sexual preference, sexual orientation, genetic  information, veteran status, or any other characteristic protected by applicable state or federal law. The Company makes all employment decisions, including selection, training, job assignment, compensation, promotion, transfer, discipline, termination, and access to benefits without regard to these protected statuses.  Solitude Mountain Resort also provides reasonable accommodations to applicants and employees with disabilities.  If you require an accommodation during the selection process, please contact Human Resources at HR@solitudemountain.com.

Perks of Working Here:

Work & Play in the Mountains:

• Embrace the stunning Wasatch Mountains.
• Connect with fellow mountain enthusiasts.

Benefits:

• Access to select Alterra Mountain Company Destinations.
• Free Solitude season pass for you and eligible dependents.
• Discounts on solitude lift tickets for friends and family.
• Discounts on food, rentals, retail, and lessons.

Other Perks:

• Comprehensive medical, dental, vision, and life insurance for eligible employees
• Pro deals with outdoor brands.
• Generous 401(k) plan with company match.
• Free counseling service through Employee Assistance Program.