Reservations Sales Agents (Full Time)

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.
• Offer and book 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.
• Celebrate 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.
• Aid in recognizing and maintaining relationships with repeat guests and top producing travel agents.
• Aid 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.

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 specialize knowledge to give information to people.
• Analyze and interpret established policies.
• Change activity frequently and cope with interruptions.
• Able to type 35 w.p.m.