Lead Reservations Sales Agent

With an energetic and positive demeanor and an anticipatory service mindset, reservations sales lead agent handles high volume phone calls selling with enthusiasm, process tracking reports, detail downloaded reservations from central reservations while ensuring high customer satisfaction. Assists Reservations Supervisor and Reservations Manager with new hire training, ongoing training, reconciliations and reporting.

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 a 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.
• Assist Reservations Supervisor and Reservations Manager with new hire training on property and ongoing training remotely. Assist in developing the department's training plan and updating reservations training materials
• Keeps reservation shared drive up to date with most relevant information
• Monitor responses to all guest inquiries via reservations shared email box and via sertifi
• Complete third-party reservations reconciliations and other administrative duties to support reservations department.
• 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 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.

Qualifications

• Speaks English clearly with poise and confidence using correct English and a well-modulated voice.
• Actively listens carefully and be able to read and understand instructions, safety rules, etc.
• Writes professionally with correct grammar and punctuation to correspond with clients and colleagues.
• Adequately positions Terranea Resort to sell rooms and amenities with enthusiasm.
• Uses personal judgment and specializes knowledge to give information to people.
• Analyzes and interprets established policies.
• Multitasks or can change activity frequently and cope with interruptions.
• Accepts full responsibility for managing an activity.
• Able to type 35 w.p.m.

Experience, Education, & Licensure

• Prior customer service experience in a luxury resort/hotel preferred.
• Required High School Diploma or GED.
• Bi-lingual speech capabilities preferred

Compensation
Base Pay Start Rate: $24.75/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