Reservations Sales Agent

Responsibilities

• Answers incoming guests' calls professionally
• Books reservations for guests, ensuring accuracy in reservation
• Responsible for reaching budgeted monthly targeted Average Daily Rate (ADR)
• Obtains a low percentage of call abandonment on monthly basis
• Cancels or changes reservations as requested
• Maintains a strong understanding of Sunriver Resort and Central Oregon alike
• Capitalizes on up-selling to maximize night stays and maximizing rates
• Focuses on yield management strategies
• Generates additional interest in all recreation/spa products and utilizes concierge/vacation planner to solicit business
• Tracks calls that are “turn away”
• Provides daily duties on the reservations report assignments
• Offers warm and sincere welcome/farewell for all guests of Sunriver Resort including use of guest name & good eye contact with each guest
• Solves guest problems and is empowered to act in absence of manager
• Makes decision on VIP status and communicates appropriately
• Maintains strong communications with Front Desk, Concierge and Bell service
• Maintains an up-to-date working knowledge of all resort amenities as well as any special events
• Interacts with resort staff in a professional manner, assisting other departments with necessary information
• Upsells other resort services and amenities to guests
• Aways maintains a professional demeanor and attitude
• Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons). Reports all safety incidents to on-duty supervisor
• Acts with responsibility towards all company property, supplies and equipment
• Maintains a professional appearance
• Follows all Sunriver Resort dress code standards
• Remains alert, courteous and helpful to the guests and colleagues at all times
• Performs other duties as assigned

Qualifications

• High school diploma or equivalent
• Prior hospitality experience preferred
• At least one year customer service experience required
• Prior inbound calling experience preferred
• Must have excellent phone etiquette
• Must have strong computer skills
• Must have strong working knowledge of Microsoft Office programs
• Must be able to work well under pressure
• Must be able to accurately follow instructions, both verbally and written
• Must be highly detailed oriented
• Must be able to work in a fast-paced environment
• Ability to work a flexible schedule that may include evenings, weekends and holidays
• Must have the ability to deal effectively and interact well with the guests and associates
• Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
• Must have a passion for creating an exceptional experience for all guests
• Must be able to sit for long periods of time