Reservations Specialist

2 weeks 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 personalized travel solutions to our guests.

Key Responsibilities:
  • Provide expert advice and solutions to guests on travel options and packages.
  • Empower guests to make informed decisions using market insights and tools.
  • Drive revenue and customer loyalty through creative decision-making.
  • 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.
Qualifications:
  • 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.

Thompson Palm Springs is a place where high expectations aren't just met-they're exceeded. It's a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry. It's a place where career opportunities are as unlimited as your imagination. Discover your place to shine in our warm, respectful, and inclusive culture.

Why work for Thompson Palm Springs?
· 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
· Tuition Reimbursement
Our Vales: Empathy | Integrity | Respect | Inclusion | Experimentation | Wellbeing
Hyatt is an equal opportunity employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity
Primary Location: US-CA-Palm Springs
Organization: Thompson Palm Springs
Pay Basis: Hourly
Job Level: Full-time
Job: Administrative
Req ID: PAL000863
Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.



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