Reservations Sales Agent Lead

4 weeks ago

San Diego, United States La Jolla Beach & Tennis Club Full time
Job DescriptionJob Description

SUMMARY


Promotes and follows LJBTC, Inc.'s Goals (people, product, profit). Provide high-level service to guests, members, and Legacy and VIP guests year-round. Lead in the department's development of reservation and Legacy Guest objectives; including profitable financial management, effective leadership and excellent customer service skills.


ESSENTIAL DUTIES AND RESPONSIBILITIES:


Reservation Agent Responsibilities:

  • Responsible for coordinating and booking Legacy, and VIP guests as well as performing all Reservation Sales Agent duties in an above average manager while providing exceptional levels of customer service.
  • Handles and processes reservation calls and inquiries. Communicates changes in reservations activity to Guest Services and Housekeeping departments when appropriate.
  • Completes assigned duties (Gameplan) by deadlines given.
  • Follows the Aspire call criteria while processing reservations at rates to achieve the greatest yield while maintaining knowledge of current room types, rate structures, and features.
  • Maintain up to date guest information files (Legacy guests, cancellations, etc).
  • Champion of sales for the department. Understands and supports rate strategy in order to maximize sales and accomplish revenue goals set forth.
  • Meets or exceeds goals set forth including, but not limited to; call quality, call conversion ratio, call accuracy, abandoned calls, revenues etc.
  • Records and prepares proper correspondence that reflect the style and brand of the property, regarding confirmations, deposit requests, cancellations, deposit refunds and emails.
  • Develop and maintain a positive rapport with employees/guests.
  • Accountable for the effortless and seamless reservations process while providing exceptional levels of customer service
  • Must be able to quickly adapt to using new software, promotion launches, SOPs etc.
  • Demonstrate self-confidence, energy, and enthusiasm.
  • Able to multi-task.
  • Be well versed with and adhere to company policies and events.
  • Treat all guests and employees with respect, dignity and courtesy.
  • Other duties may be assigned.

OUTCOME

Guest room sales is vital to the financial success of the company. Providing exceptional service will help create timeless, memorable experiences for our members and guests. Friendly and continuous use of phone etiquette and quality customer service techniques will create good impressions of the organization.


Full Time 7AM - 8PM

Pay Range: $24 - $26/hr.


QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty in an above average manner. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Bachelor's degree (B.A.) from four‑year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience. Previous room sales/front desk experience at a hotel required. Excellent phone etiquette and customer service skills required. Experience with online travel agent distribution preferred. OPERA experience a plus. Must be willing to participate in a learning environment. Excellent organizational and time management skills.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information in English and respond to questions from managers, clients, customers, members, guests, other employees, and the general public.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, taxes and fees, interest, commissions.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand and walk.

The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.


WORKING CONDITIONS/ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee occasionally works near moving mechanical parts and is occasionally exposed to risk of electrical shock.

The noise level in the work environment is usually low to moderate.

Employees are required to perform all tasks as safely as possible and to adhere to the applicable safety procedures.

The La Jolla Beach & Tennis Club is committed to ensuring a safe work environment for all employees. In compliance with federal "Right to Know" requirements, the company freely discloses this information so that all employees are informed about

potential hazards in the work place. We encourage all employees to immediately report any known or potentially dangerous hazards to management.

INTERACTION

Employees in this position interact constantly with members, guests, and potential customers via telephone, email or in person.

Employees in this position also interact frequently with the Guest Services, PBX, Housekeeping, and Engineering Departments. This position requires the ability to communicate and interact politely and effectively with these and other designated internal and external customers. Must possess a positive attitude and integrate company values throughout all interactions (guest/member/employee).

SCHEDULING

This company operates seven days a week, 24 hours a day. Must be dependable and available to work within the resort on weekends, nights, and/or holiday based on business demands. Scheduling will vary and is based on business needs.

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