Reservation Experience Agent- The Cloudveil at Mountain Standard Group LLC – JACKSON, Wyoming

POSITION

Reservation Experience Agent

ABOUT US

Crystal Creek Hospitality is a collection of independently spirited and branded hotels focused on

remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees,

guests, and communities. Our vision, mission, values and commitments are at the core of every

decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals

with solid relationships built on a foundation of trust that honors our employees, guests, and

investors.

OUR VALUES

We Engage and We Listen

We Care and We Own

We Provide and We Ensure

We Appreciate and We have Fun

JOB OVERVIEW

The Reservations Experience Agent is responsible for managing guest reservations, handling

communications, and coordinating with internal departments to ensure a seamless guest

experience. This role oversees all aspects of the reservation process, maintains smooth operations,

and upholds high standards of service. The Reservations Experience Agent will work closely with

other hotel departments and implement strategies to enhance the overall guest experience. The

ideal candidate will have strong organizational skills, exceptional customer service abilities, and prior

experience in the hospitality industry.

REPORTS TO

Director of Rooms and Guest Service Managers

DIRECT REPORTS

N/A

KEY RELATIONSHIPS

Internal: Managers and Internal Departments

External: Guests

ESSENTIAL QUALIFICATIONS

• Proven experience as a Reservations Agent, Front Desk Agent, or in a similar role within the hospitality industry
• Strong understanding of hotel operations, guest services, and reservation systems (e.g., Opera, Sabre, or similar)
• Excellent communication and interpersonal skills, with a customer-oriented mindset
• Strong leadership abilities
• Proficiency in Microsoft Office Suite and hotel reservation software
• Strong organizational and time-management skills, with the ability to multitask effectively in a fast-paced environment
• Ability to analyze data and identify trends
• A positive, proactive attitude and ability to remain calm under pressure
• High school diploma required, Bachelor’s degree in Hospitality Management or a related field preferred

ESSENTIAL JOB FUNCTIONS

Reservations Management:

• Oversee daily operations of the reservations systems, ensuring accuracy and efficiency in processing reservations, cancellations, and modifications

Guest Communication:

• Provide clear and timely communication with guests via phone, email, and other platforms to confirm reservations and provide information about the property and services
• Utilizes communication tools (GXP, phone, email, Kipsu, etc.) and acts as the PBX operator during peak periods to ensure inquiries are handled with professionalism and promptly.

Guest Experience:

• Deliver exceptional guest experience by addressing guest inquiries, concerns, and special requests.
• Coordinate with internal departments to fulfill guest needs and ensure personalized experience.

System & Process Management:

• Monitor and maintain the hotel reservation software with accurate pricing, availability, and rate codes.
• Keep property information and offerings up to date.
• Assist in inventory control using systems such as Opera and Marsha.
• Manage room blocking for potential upgrades in collaboration with Guest Service Agents.

Reporting & Analysis:

• Generate and analyze reports on reservations, occupancy trends, and booking sources.
• Recommend improvements to optimize revenue and operational efficiency.

Collaboration:

• Work closely with front office, housekeeping, and sales teams to ensure smooth arrivals, departures, and overall guest satisfaction.
• Act as liaison between Front Office, Housekeeping, and Events for group arrivals and VIP guests, ensuring accuracy in billing, routing, room assignments, and notes for a seamless check-in experience.

Team Leadership:

• Serve as a property knowledge expert and assist in training new team members on reservation processes to maintain workflow professionalism across departments.

Revenue Management:

• Partner with the Director of Rooms to implement strategies that maximize occupancy and revenue

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands & work environment described here are representative of those that must be

met by an employee to successfully perform the essential functions of this job. Reasonable

accommodation may be made to enable individuals with disabilities to perform the essential

functions.

While performing the duties of this job, the employee is regularly required to stand and/or sit; use

hands to handle, feel, or finger; reach with hands and arms; talk or hear; and taste or smell. The

employee frequently is required to walk and climb or balance. The employee is occasionally

required to sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up

to 10 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move up to 50

pounds. Specific vision abilities required by this job include close vision, distance vision, color

vision, peripheral vision, depth perception, and ability to adjust focus.

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform

this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty

proficiently.

A review of this description has excluded the marginal functions of the position that are incidental to

the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the

employee occupying this position. Employees will be required to perform any other job-related duties

assigned by their direct report.

This document does not create an employment contract, implied or otherwise, other than an "at will"

employment relationship.

I have reviewed and understand this job description.