Reservations Sales Agents

The Reservations Sales Agent (On Site) will handle high volume phone calls, manual tracking reports, detailing downloaded reservations from central reservations and insure customer satisfaction.

Responsibilities

• Answer incoming calls in less than three rings in a professional demeanor following resort quality standards and adhering to the Aspire Reservations Sales Funnel to achieve an 90% or higher score on all sales calls, convert the caller to a booking and generate the highest revenue possible. This includes offering and booking ancillary revenue.
• Process internal reservations requests, call backs, e-mails and faxes.
• Input reservations and revisions from direct phone bookings, SynXis (booking engine) and other third party sites into property management system in a timely manner to resort established standards.
• Provide notes and comments regarding guest stays in property management system, noting special needs and requests to ensure a smooth registration upon arrival at the front desk.
• Ensure proper booking information is recorded for each reservation and according to resort standards.
• Conduct pre-arrival calls and assist guests with any pre-arrival requests and anticipate needs for ancillary bookings.
• Conduct outbound calls to past guests to secure future reservations.
• Greet guests upon arrival if requested.
• Resolve guest complaints and requests related to room and billing issues.
• Collect and process deposits and final payments for confirmed bookings.
• Print reports and traces to audit reservations and ensure a satisfactory guest experience.
• Complete "call arounds" to resort's competitive hotels on a weekly basis to help insure accurate rate positioning and opportunities within our market.
• Keep current with all communication and departmental changes.
• Participate in department projects.
• Attend and participate in monthly reservations meetings.
• Participate in Aspire sales training programs.
• Input rooming lists accurately per the instructions of the Group Rooms Coordinator, insuring that name spelling, billing, dates, and specific requests are accurate.
• Maintain positive relationship with travel agents and wholesalers, especially those operating locally.
• Assist in recognizing and maintaining relationships with repeat guests and top producing travel agents.
• Assist sales department when necessary and maintain communication regarding groups and special offers.
• Serve as backup to the front desk, guest relations, and call center when needed.
• Maintain a neat, clean, and safe work environment.

Additional Duties & Responsibilities

• Achieve a monthly conversion (sales) on a team basis of 50% or higher.
• To offer alternative options to our guest when the hotel is fully committed; extend the courtesy of a wait list or provide guests with alternative dates and locations.
• Input our source codes & market segments accurately when making reservations.
• Always work with a professional, positive and friendly attitude towards one's co-workers and provide assistance with needs.
• Recognize repeat guests when booking reservations.

Qualifications

• Speak English clearly with poise and confidence using correct English and a well-modulated voice.
• Listen carefully and be able to read and understand instructions, safety rules, etc.
• Write professionally with correct grammar and punctuation to correspond with clients and colleagues.
• Adequately position Terranea Resort to sell rooms and amenities.
• Use personal judgment and specializes knowledge to give information to people.
• Analyze and interpret established policies.
• Change activity frequently and cope with interruptions.
• Accept full responsibility for managing an activity.
• Able to type 35 w.p.m.

Experience, Education, & Licensure

• Prior customer service experience required.
• Required High School Diploma or GED.
• Bi-lingual speech capabilities preferred

Compensation
Base Pay Start Rate: $22.51/Hr.

We offer a competitive benefit package for full-time, regular team members that includes: group medical, dental, vision, life, disability benefits, and an employee assistance program. We have paid time off/sick time and are proud to offer participation in a 401(k) plan with a company match

We also offer great perks such as, Team Member Rates at CoralTree properties, Complimentary Room Night Program for both you and your immediate family members, complimentary monthly golf, discounts at our retail, spa, and dining outlets.