Reservations - Lead Sales Agent

The Lead Sales Agent role focuses on managing luxury booking requests, driving high-value conversions, training junior staff, and delivering exceptional concierge-level service. Mastery of Property Management Systems, elite communication skills, and deep knowledge of luxury hospitality standards are essential. The role also aims to maximize hotel occupancy and average rate through targeted selling strategies.

Responsibilities

• Convert high-end inquiries into confirmed bookings, maximize upsell opportunities, and meet individual and team revenue targets.
• Coach, mentor, and support reservation agents during daily shifts and assist the Reservations Manager with training.
• Handle complex VIP bookings, special requests, and escalated guest concerns with absolute tact and discretion.
• Oversee daily group blocks, manage room inventory, and ensure data accuracy in property management and booking systems.
• Coordinate seamlessly with Front Desk, Sales, and Concierge teams to ensure seamless guest arrivals.
• Proofread outgoing confirmations.
• Answer telephones, close sales on new reservations, and make changes to existing reservations.
• Sell hotel gift certificates, transportation, dining, golf, and spa reservations.
• Meet sales goals.
• Fax and email guests.
• Ensure complete compliance with The Broadmoor guidelines, operational procedures, safety policies, and institutional standards for excellence (Forbes Travel Guide and AAA Five-Diamond).
• Maintain a willingness to learn about The Broadmoor’s history, estate grounds, wilderness properties, culinary offerings, and retail outlets.
• Execute additional duties and responsibilities as required.

Requirements

• Minimum of a high school diploma or General Education Degree (GED) equivalent.
• Previous experience in hospitality or administration is highly preferred; however, an equivalent combination of relevant education and professional background will be considered.
• Ability to utilize Microsoft Office tools for documentation and email communication.
• Highly motivated team player who connects easily with colleagues and drives results through positive energy and seamless collaboration.
• Excellent communication skills, negotiation, conflict resolution, and ability to work in a fast-paced environment.
• Ability to lift, pull, or push up to 50 lbs. with assistance and proper safety practices.
• Flexible schedule, including weekends and holidays, as required by the calendar of events.

Benefits

• Comprehensive health and dental insurance.
• 401(k)-retirement plan.
• Exclusive local discounts.

We invest in your future with professional growth and mentorship from top industry experts. Whether you are seeking a seasonal position or a long-term career, we provide hands-on development and training to help you succeed.

Pay

$21.50 / hour