Call Center/Guest Services/Admin

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

POSITION SUMMARY
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.

ESSENTIAL DUTIES AND RESPONSIBILITIES
• 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

SCHEDULE REQUIREMENTS
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.

REQUIRED QUALIFICATIONS
• 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.

PREFERRED QUALIFICATIONS
• Previous hotel, reservations, call center, front desk, spa, rental, or customer-service experience.
• Experience with hotel property-management or online booking systems.
• Experience processing payments and handling guest billing questions.
• Experience with Microsoft Office, Google Workspace, email, and spreadsheets.
• Knowledge of Ouray and the surrounding area.
• Bilingual English/Spanish skills are helpful but not required.

PHYSICAL REQUIREMENTS
• Ability to remain seated and work at a computer for extended periods.
• Ability to use a telephone, headset, keyboard, and other office equipment.
• Ability to communicate clearly by telephone and in person.
• Ability to occasionally stand, walk, bend, reach, and lift office materials weighing up to 25 pounds.
• Reasonable accommodations may be provided to qualified individuals with disabilities.

PROFESSIONAL EXPECTATIONS
The Reservations & Call Center Agent is expected to be dependable, courteous, accurate, and professional. Employees
must follow company policies, protect guest information, communicate effectively with other departments, and provide
every caller with knowledgeable and helpful service.

This job description is not intended to contain a complete list of every responsibility or duty assigned to the position.
Responsibilities may be modified or expanded based on business and operational needs.
Alpenglow Properties Ouray, Inc. dba Twin Peaks Lodge & Hot Springs is an equal-opportunity employer.