Summary of Position:

The Reservation Sales Agent must handle a high volume of phone calls, manually track reports, detailing downloaded reservations from our central reservations, and ensure customer satisfaction.

Essential Functions:

• Answer a high-volume of incoming calls for multiple properties while consistently following our call quality standards while maintaining a score of 91% or higher on monthly coaching calls.
• Maintain an average of at least 80% in ready state on the phone per month.
• Confirm reservations offering alternatives and suggestions when appropriate, recognizing repeat guests.
• Achieve monthly conversion (sales) of 60% or higher.
• Participate in department projects.
• Keep current with all communication and departmental changes. 
• Provide guest follow-up as requested.
• Handle faxed and emailed inquiries in a timely manner.
• Complete daily reservations audit.
• Enter/Update and confirm daily wholesale & interfaced reservations.
• Use the Property Management System to accurately note details regarding hotel guests, specifically their special needs and requests to ensure a smooth registration upon arrival at the front desk.
• Attend and participate in monthly reservations meetings.
• Participate in all sales training programs.
• Participate and complete weekly resort knowledge quizzes/activities.

Qualifications:

Education: High School Diploma or GED

Experience: Prior Customer Service experience

Certificates or Licenses: N/A

Knowledge, Skills, and Abilities:

• Ability to maintain consistency, diplomacy and tact in difficult or challenging situations.
• Ability to make independent decisions.
• Ability to type 35 wpm.
• Ability to format and write business letters, reports, and summaries using proper grammar, spelling, diction, and style.
• Ability to make quick and efficient decisions to benefit the team and guest.
• Ability to memorize and perform Grand Expectations and AAA Diamond standards.

Personal Characteristics:

• Behaves ethically.
• Organized: Maintain a neat, organized work space, maintaining important documents pertinent to reservation requests.
• Communicates effectively: Speaks and listens in a clear, thorough, and timely manner, effectively reading and writing, using the English language.
• Professional Appearance: Exhibits an appearance appropriate for a four diamond resort (Specific grooming standards are available for review).