Reservations Specialist

6 days ago


Palm Springs, California, United States Hyatt Full time
Reservations Specialist Job Description

At Thompson Palm Springs, a member of the Hyatt collection, we are seeking a highly skilled Reservations Specialist to join our sales team. As a key member of our team, you will be responsible for delivering exceptional customer service and providing travel advice and solutions to our guests.

Key Responsibilities:
  • Provide expert travel advice and solutions to guests
  • Deliver exceptional customer service and ensure guest satisfaction
  • 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
Requirements:
  • Sales-driven representative with acute sales acumen
  • Previous Luxury Consortia, Group and sales experience required – at least 2 years
  • High school diploma or equivalent; additional education or hospitality-related training is a plus
  • Excellent reading, writing and oral proficiency in the English language, ability to speak multiple languages or an additional language is a plus
  • Must possess the utmost customer service
  • Previous call center experience in a sales capacity (non-scripted environment) or other call handling experience preferred
  • Previous experience working in a luxury environment, preferred
  • Exceptional communication and interpersonal skills, with a friendly and professional demeanor
  • Exceptional customer service skills, with the ability to anticipate guest needs and provide personalized recommendations
  • Capability in using resort's reservation systems and other software applications
  • Attention to detail when processing reservations and handling guest information
  • Ability to multitask and work effectively in a fast-paced environment
  • Flexibility to work shifts, including evenings, weekends, and holidays, as required

We offer a competitive salary and benefits package, including health, dental, vision insurance eligibility after 30 days of employment, 401k retirement savings plan & company match, paid parental leave & adoption assistance program, free & discounted hotel rooms at Hyatt hotels around the world, and tuition reimbursement. Our values include Empathy, Integrity, Respect, Inclusion, Experimentation, and Wellbeing. Hyatt is an equal opportunity employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity.



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