Outbound Sales Agent, Central Reservations - CORP

About the role

At Montage International we have built a culture that leads with the notion we live by every day: do what you love. If this resonates with you, we look forward to receiving your application.

Responsibilities

• Effective and timely follow-up on existing sales leads, inbound email leads from travel advisors and direct guests, as well as outbound sales campaigns initiated by Reservations, Marketing, and the Revenue Management Teams.
• Utilize Revinate as assigned to manage status of RezForce Hot Leads, Pending Bookings, and Follow-up leads.
• Complete all daily tasks to ensure accuracy and completion of all personal outbound sales efforts; duties are listed on the Central Reservations Daily Checklist and may be updated on an ongoing basis to meet changing business demands, and may include but are not limited to:
• Response to guest and travel advisor voicemails via outbound phone call and/or email as appropriate for the respective scenario.
• Support team sales using Montage International selling standards and best practices and promote best practices in daily operations.
• Detailed attention and personal outreach to guests with pending RezForce leads.
• Detailed attention and personal outreach to guests with Not-Booked RezForce Leads to ensure all needs were met appropriately and offer alternative dates, rates, packages, etc. (i.e., secondary close), and collection of not-booked reasons when needed.
• Personal outreach to guests with reservations cancelled online to attempt recovery and/or reschedule to new dates.
• Execute designated outreach campaigns via phone and/or email, which may include targeted need dates, return guests, annual occasions such as birthday & anniversary stays, first-time guests, etc.
• Provide superior customer service through phone and email.
• Promote a positive and active team culture and follow Forbes Standards.
• Complete projects as assigned by management.
• Other duties as required.

About You

• You are passionate about maximizing hotel profitability through sales and development.
• You are passionate about providing exceptional service and sales.
• You are open to learning, developing, and growing both yourself and helping others do the same.
• You are trustworthy and have integrity.

Requirements

• High school diploma or equivalent required; bachelor’s degree preferred.
• Two plus years’ experience of hospitality systems and reporting.
• Two plus years’ experience working either at the front desk, in sales and marketing or in the reservations department.
• Previous customer service experience and multi-line telephone usage and telephony.
• Excellent verbal and written communications skills, as well as ability to speak, read and write the primary language(s) used in the workplace.
• Good cognitive skills: the ability to solve problems and make rational decisions, with great attention to detail.
• Advanced skills in Microsoft Office including Word, Excel, PowerPoint, and Outlook; daily use of nearly all programs will occur.
• Previous experience with communications-related equipment, including hospitality central reservations systems, property management systems and call centers.

Benefits

• DTO (Discretionary Time Off)
• Healthcare benefits
• Health Savings Account and Flexible Spending Accounts
• 401(k) retirement plan with company matching, fully vested, and loan option
• Banking and Investing Program offers preferred rewards, mortgage discount, and waived fees
• Fertility & Family Forming Assistance
• Parental leave pay differential
• Pet Insurance
• Hotel discounts
• Fitness & wellness discounts
• LinkedIn Learning membership
• Hearts of Montage/Hearts of Pendry community engagement
• Associate’s events throughout the year

Physical Requirements

• Grasping, holding, lifting, walking, repetitive motions, bending over
• Ability to stand and exercise mobility for extended periods of time during scheduled shift
• Ability to lift and carry up to 50 pounds regularly and for extended periods during the shift
• Ability to push and pull food serving equipment and carts weighing up to 200 pounds on a semi-regular basis