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Reservations Specialist
4 months ago
Position: Reservations Specialist
Classification: Non-Exempt, Hourly
Southall is a premier destination bringing nature, produce and people together in a powerful and unique way.
At Southall, our Reservations Specialists are a critical part of our Sales Team. Each Reservations Specialist will be responsible for driving revenue through meeting monthly team and individual goals and anticipating guest needs and desires to create a unique, personalized experiences. The ideal candidate will be self-motivated and consistent with an appetite for growth and a desire to learn.
Responsibilities
- Answering and directing incoming calls of prospective guests, in-stay guests, vendors, team members, third parties and travel agents.
- Communicating with guests via chat, email, or phone.
- Booking Reservations for guests that will include accommodations, dining, transportation, and activities while maintaining the Southall standards.
- Maintain accurate Outlook calendar to help track guests; use the Outlook calendar to call guests who booked directly with you 30 days prior to their arrival to assist in planning their itineraries.
- Charge deposits.
- Cancel reservations.
- Enter amenities as needed.
- Complete a thorough two-week training program
- Participate in monthly Coaching Session, being receptive to positive & constructive feedback designed to encourage growth and success.
- Meet or exceed monthly team and individual revenue and conversion goals.
- Act as the point-of-contact for each guest whose reservation directly booked.
- Ensure the guest profile and reservation details are complete and up to date.
- Maintain confidentiality for each guest.
- Run daily reports to ensure reservation accuracy.
- Be aware of any promotional rates / packages.
- Assist the Revenue and Reservations Manager in identifying Transient VIP guests.
- Maintain and clearly communicate appropriate, site-specific knowledge regarding all hotel outlets, activities, and room accommodations as part of the selling process.
Skills and Experience
- 1+ years of customer service or sales experience in a luxury hotel or resort environment preferred
- Hotel/Resort opening experience preferred, but not required
- Ability to effectively communicate with customers in a friendly and positive manner, in order to solicit business, meet client needs and resolve complaints.
- Ability to listen, speak and write English to ascertain and respond to client needs.
Education & Requirements
- High School degree or equivalent
Southall Farm and Inn is committed to a diverse and inclusive workplace. Southall provides equal employment opportunities to applicants and employees and does not discriminate on the basis of age, race, color, ancestry, religion, sex, sexual orientation, gender identity or expression, transgender, national origin, status as a protected veteran, disability or any other classification protected by law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.
