Overview:
The Reservations Sales Agent (On Site) will handle high volume phone calls, manual tracking reports, detailing downloaded reservations from central reservations and insure customer satisfaction.
Responsibilities:
- Answer incoming calls in less than three rings in a professional demeanor following resort quality standards and adhering to the Aspire Reservations Sales Funnel to achieve an 90% or higher score on all sales calls, convert the caller to a booking and generate the highest revenue possible. This includes offering and booking ancillary revenue.
- Process internal reservations requests, call backs, e-mails and faxes.
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Input reservations and revisions from direct phone bookings, SynXis (booking engine) and other third party sites into property management system in a timely manner to resort established standards.
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Provide notes and comments regarding guest stays in property management system, noting special needs and requests to ensure a smooth registration upon arrival at the front desk.
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Ensure proper booking information is recorded for each reservation and according to resort standards.
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Conduct pre-arrival calls and assist guests with any pre-arrival requests and anticipate needs for ancillary bookings.
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Conduct outbound calls to past guests to secure future reservations.
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Greet guests upon arrival if requested.
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Resolve guest complaints and requests related to room and billing issues.
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Collect and process deposits and final payments for confirmed bookings.
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Print reports and traces to audit reservations and ensure a satisfactory guest experience.
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Complete “call arounds” to resort’s competitive hotels on a weekly basis to help insure accurate rate positioning and opportunities within our market.
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Keep current with all communication and departmental changes.
- Participate in department projects.
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Attend and participate in monthly reservations meetings.
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Participate in Aspire sales training programs.
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Input rooming lists accurately per the instructions of the Group Rooms Coordinator, insuring that name spelling, billing, dates, and specific requests are accurate.
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Maintain positive relationship with travel agents and wholesalers, especially those operating locally.
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Assist in recognizing and maintaining relationships with repeat guests and top producing travel agents.
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Assist sales department when necessary and maintain communication regarding groups and special offers.
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Serve as backup to the front desk, guest relations, and call center when needed.
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Maintain a neat, clean, and safe work environment.
Additional Duties & Responsibilities:
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Achieve a monthly conversion (sales) on a team basis of 50% or higher.
- To offer alternative options to our guest when the hotel is fully committed; extend the courtesy of a wait list or provide guests with alternative dates and locations.
- Input our source codes & market segments accurately when making reservations.
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Always work with a professional, positive and friendly attitude towards one’s co-workers and provide assistance with needs.
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Recognize repeat guests when booking reservations.
Qualifications:
- Speak English clearly with poise and confidence using correct English and a well-modulated voice.
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Listen carefully and be able to read and understand instructions, safety rules, etc.
- Write professionally with correct grammar and punctuation to correspond with clients and colleagues.
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Adequately position Terranea Resort to sell rooms and amenities.
- Use personal judgment and specializes knowledge to give information to people.
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Analyze and interpret established policies.
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Change activity frequently and cope with interruptions.
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Accept full responsibility for managing an activity.
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Able to type 35 w.p.m.
Experience, Education, & Licensure:
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Prior customer service experience required.
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Required High School Diploma or GED.
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Bi-lingual speech capabilities preferred
Compensation
Base Pay Start Rate: $23.19/Hr.
We offer a competitive benefit package for full-time, regular team members that includes: group medical, dental, vision, life, disability benefits, and an employee assistance program. We have paid time off/sick time and are proud to offer participation in a 401(k) plan with a company match!
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