Reservations Center Specialist

Description

Our Company:

There’s no organization quite like the Theodore Roosevelt Medora Foundation (TRMF). We’re a premiere tourism operation—and we’re a 501c(3) non-profit. We welcome hundreds of thousands of guests to an exciting, diverse lineup of entertainment, historical, and educational attractions—and we work tirelessly to connect people to Medora for positive life changing experiences.

TRMF was established in 1986—but our story begins before that. In 1962, nationally-renowned businessman Harold Schafer took an interest in a historic old town named Medora. He loved its history, its striking location, and its potential to inspire others. So he began revitalizing the old town: he restored a historic hotel, brought the Medora Musical to town, and so much more.

It was 1986 when the Schafer family, with Harold ready to retire from business, donated all they’d created in Medora to establish the non-profit Theodore Roosevelt Medora Foundation.

In the years since, we’ve grown from a staff of a handful of folks to more than 90 full-time employees, with hundreds more seasonal workers and over 650 volunteers. We’ve awarded hundreds of thousands of dollars’ worth of scholarships to our staff. The Medora Musical has earned the attention of The New York Times. And we’ve earned a reputation as the #1 tourism and hospitality provider in North Dakota.

We are a team of people who draw inspiration from Medora. We deeply respect this place, and the people we meet here. We deliver excellence in hospitality. We work with creativity and integrity. We’re a family that values family.

We are the Theodore Roosevelt Medora Foundation.

This Position:

Reservations Specialists have the primary day-to-day responsibility to provide excellent customer service to guests calling to make reservations for Medora’s lodging, ticketed attractions, golf, and others. Reservations Specialists also provide general information about Medora, including but not limited to the TRMF operated businesses they book reservations for. In addition to the hourly base rate of $15.00 per hour, Reservations Specialists have an opportunity to earn sales incentives in this role. Sales incentives are available based on individual and team targets that are determined by the department head prior to the summer season.  

Provide excellent customer service while answering and returning telephone calls with guests.

Duties and Responsibilities: 

Make reservations for four Medora hotels and the Medora Campground.

Promote sales of tickets to the Medora Musical and other TRMF attractions by providing all guests with enthusiastic and accurate information. 30% of the employees' time will be spent making outbound sales calls to guests from previous seasons to encourage sales

Work quickly and efficiently on computers and with various software programs.

Maintain knowledge of hotel policies including room rates, discounts, pet policies and check in times.

Maintain knowledge of attractions policies and manage guest ticket orders as needed.

Be able to speak and understand English fluently over the phone and through email.  

Participate in workplace safety training sessions.

Provide in person ticketing support at various venues as needed.

Have the opportunity to earn incentives throughout the summer based on weekly individual and department goals. 

Interact and maintain positive relationships with guests, co-workers, and management consistent with TRMF values. 

Perform other related duties as required. 

Supervisory Requirements:

None

Requirements

Required Skills/Abilities

Excellent verbal and written communication skills. 

Provide outstanding guest service.  

Reliable, on time, and ready for every shift. 

Excellent computer typing skills.  

Good interpersonal and teamwork skills.  

Required Education and Experience

Must give exceptional service to all guests.  

Must be able to troubleshoot and create solutions if needed.  

Prior call center experience preferred.  

Must be fluent in English, bilingual a plus.  

Able to spend 30% of working hours making outbound calls to guests to encourage return reservations and to increase activity sales 

Work Environment

This position is in a professional office environment. Indoor settings will be in a controlled, temperate, ergonomically friendly environment equipped with sit-stand desks and adjustable computer monitors. This role occasionally requires the employee to work outside in all weather conditions including heat, cold, humidity, and wind. This position continuously works with others. 

Physical Dema