Reservations Specialist

3 days ago

Palm Springs, United States Thompson Palm Springs Full time

Exciting opportunity to join the sales team of the highly anticipated opening of Thompson Palm Springs. Thompson Palm Springs is poised to become the desert's most exciting destination tailored for influential locals and sophisticated globetrotters alike. Situated at the heart of the city's iconic Palm Canyon Drive, the hotel will offer a collection of 168 bungalow-inspired guest rooms and suites coupled with our total event space of 8,000 square feet plus additional outdoor and unique spaces. Thompson Palm Springs will also house its own mainstay dining concept that will feed into the menus at two bespoke pools and accompanying lounges. an impressive array of ground-level retail space spanning over 30,000-square-feet, guests will also have access to a state-of-the-art fitness center and a first-of-its-kind tasting room from HALL Napa Valley, with additional tenants to follow.

At Thompson Palm Springs, a member of the Hyatt collection, we believe our guests select Hyatt because of our caring and attentive colleagues who are focused on providing efficient service and meaningful experiences.This highly visible role will report directly to the Director of Sales & Marketing.

Key Responsibilities:

As a Reservations Specialist, you will be an expert in providing travel advice and solutions. A critical customer touch point for delivering on our Thompson Luxury/lifestyle experience. Empowered to make creative decisions using tools and market insight that will deliver on the unique travel needs of our guests, to drive revenue and customer loyalty.

Reporting to the Director of Sales and Marketing:

  • Promote Thompson's service philosophy and style through our people attributes.
  • Adhere to Thompson standards in job performance and retail policies.
  • Sell luxury sleeping accommodations, wellness services, and the restaurant.
  • Probing and suggesting the appropriate services and room product in a short booking window.
  • Address a diverse customer base ranging from Travel Advisors, High Net Worth family managers and individual travelers.
  • Create customer loyalty and enhance the guest experience.
  • Capture sales from incoming reservation calls and coordinate details of each reservation.
  • Guiding guests through all their options when selecting the most suitable accommodations based on their preferences and needs.
  • Complete internal reservation forms.
  • Answer General Reservations e-mail, retrieve and distribute mail and process brochure requests.
  • Process Group room block, Internal Reservations and FIT reservations.
  • Call to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations.
  • Run appropriate reports checking for special requests and hard blocking any rooms that are not hard blocked for special requests, inform Manager of any Special Attention or VIP guests.
  • Review reports to ensure all reservations are setup with correct billing requirements, traces and estimate time of arrival.
  • Maintain knowledge regarding handling types of reservations, such as Luxury Consortia, wholesale, packages and negotiated business.
  • Actively promote our resort services, packages, and special offers to potential guests.
  • Consistently meet or exceed defined performance expectations (revenue, conversion, quality, partner offers, guest satisfaction, etc.) as set by management, despite difficulties or obstacles.
  • Collaborate with other departments to ensure guest requests and preferences are met.
  • Promptly and professionally, respond to guest inquiries and resolving any issues or complaints to maintain their Thompson experience.
  • Offer recommendations for local attractions, dining, and entertainment options.
  • Maintain a thorough knowledge of the resort's facilities, services, and policies.
  • Manage time effectively (including adherence to assigned schedule, attendance, break time compliance, etc.)
  • Take ownership of personal development while aligning with team priorities and company goals.
  • Communicate guest preferences, special requests, and important information to relevant colleagues.
  • Participate in regular team meetings and training sessions to enhance product knowledge and sales skills.
  • Maintaining relationships with travel agents and other key partners. This includes building rapport, developing partnerships, and ensuring that the needs of these partners are met.
  • Ensuring that the reservations department complies with all relevant regulations. This includes staying up-to-date on industry regulations and ensuring that the reservations department is in compliance.

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