Reservations Agent

San Juan Safaris & San Juan Outfitters 

Job Title: Reservations Agent

Wages: $17.50 – $20 per hour 

Dates/Hours: April – September; 32-40 hours/week 

Location: Friday Harbor, San Juan Island, Washington, USA 

Company Mission & Overview: 

San Juan Safaris (SJS) and San Juan Outfitters (SJO) are dedicated to sharing knowledge of the environment in hopes of encouraging guests to develop a lifelong love of wildlife and its habitat and fostering marine stewardship. Our priorities are safety, education and fun. 

SJS/SJO are family owned businesses operating from Friday Harbor and Roche Harbor since 1995. Our dedication to quality service, providing exceptional tours and emphasis on environmental education have earned us the respect of the community and industry. SJS/SJO upholds high industry standards in professionalism, knowledge and experience. We strive to be the leaders in our field and hope to continue to achieve this through the expertise and enthusiasm of our staff.  

SJS/SJO are industry leaders in running whale watch & wildlife tours on USCG approved vessels, kayak day tours, overnight kayak tours, bike tours, multi-sport tours and expedition trips in and around the San Juans and Washington.  

A seasonal business, whale watch & wildlife tours run February through November and expedition tours April through October. Peak season for all tours is mid-May through mid-September. SJS/SJO is proud to offer year-round employment to a team of managers and seasonal employment to over 40 outdoor professionals.   

Creating a team environment for our staff is of utmost importance in achieving a memorable summer experience. Our staff members depend on each other to support each job function. Because of the size of our company and the work environment we have created, we are more like a big extended family. 

Position Overview: 

Hiring a customer service oriented representative to provide product/services information and undertake daily tasks for a whale watch and kayak tour company.  Tasks include taking reservations by email, phone, and in person, selling tours and communicating with fellow staff.  

Engage with people from around the world and learn about one of the most unique marine ecosystems while selling educational and fun Whale Watch and Wildlife Tours and Kayak Tours. As the first point of contact, Reservations Staff set the high standard of customer service that San Juan Safaris provides.  Reservations Staff are responsible for selling tours, checking in guests, ensuring that guests are provided all necessary information and providing support to guides and other staff members.  Reservations Staff oversee, support, and carry out daily operations of guided tours, hourly recreational rentals and reservations.       

The Reservations Staff position is an integral part of all daily processes and procedures and staff are expected to understand the functions of other coworkers and assist where necessary.  Reservations Staff are of upmost importance as they keep guiding staff working and are a major contributor to the overall success of the company.   

The goal is to ensure excellent service standards and maintain high customer satisfaction while working in a fun, exciting, team oriented and fast pace environment.  

Roles & Responsibilities: 

• Effectively manage large amounts of incoming calls and emails
• Generate sales in person and over the phone
• Utilize an online reservation system effectively and efficiently
• Operate a cash register and handle money
• Identify and assess customers’ needs to achieve satisfaction
• Provide accurate, valid and complete information by using provided resources
• Follow communication procedures, guidelines and policies
• Complete daily office tasks/procedures
• Directing coworkers/guests and daily operations
• Assisting guides and dock staff

Qualifications & Skills: 

Minimum Qualifications & Skills: 

• Customer Service Experience 1+ years
• Strong phone handling skills and active listening
• Engaging and outgoing personality
• Ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Able to work long hours with some physical activity
• CPR/First Aid Certification

Preferred Qualifications & Skills: 

• Hospitality or sales education
• Previous work in outdoor recreation
• General knowledge of marine mammals and ecosystem

Training: Training consists of a three-day paid “boot camp” which includes reservation procedures, introduction to online reservation system, and tour experiences. Trainees will shadow the various tour options as part of the “boot camp”. 

Benefits: 

• San Juan Island – San Juan Island is one of the few places in the world where you can see killer whales on a regular basis.  Enjoy living in on an island where you get the chance to view orcas from shore and join whale watch tours and kayak tours. The islands are beautiful and lend themselves to biking, hiking, birding, boating and kayaking.  There is also easy access to mainland Washington and Canada.  Enjoy a summer exploring the islands and all the PNW has to offer.
• Learning Opportunities – Employees have the opportunity to cross train and learn new skills. Training for your selected position is robust and continual throughout the season. Staff are encouraged to increase their level of professional training outside of work and our professional community supports continued learning.
• Pro Purchasing – Employees can apply for discounts on industry gear from top outdoor brands.
• Family & Friends Policy – Family and friends of employees can join tours at a discounted rate or for free depending on the tour and space availability.
• Equipment Use & Tour Participation – Employees have the opportunity to join any day tour for free on a space available basis throughout the duration of their employment. Employees are also able to use equipment on their own such as SUPs, sit-on-top kayaks, and sea kayaks with the necessary training.

Housing:  

SJS/SJO Staff are required to live on San Juan Island during the tenure of their employment. SJS/SJO will assist seasonal employees in finding summer housing by either renting a room to the employee in the company’s employee housing complexes or assisting in the process of finding a seasonal rental. SJS/SJO is dedicated to ensuring each seasonal staff member has a quality living situation during the duration of their employment.