Rancho Valencia Resort & Spa is Hiring a Reservations Sales Agent: Full-Time Near Rancho Santa Fe, CA
SUMMARY Reservation Agent is to provide a courteous, knowledgeable first contact for all incoming reservation calls. The person in this role is responsible for selling a full guest experience by answering questions on rates, hotel facilities, services and special promotions and takes the call beyond simply taking a reservation request. Additional responsibilities are to process all reservations, changes and cancellations received by GDS, on-line, fax or email, Will work closely with Group Sales and Catering Department. ESSENTIAL FUNCTIONS
Agent must correctly utilize proscribed sales technique/strategy in order to maintain high conversion rate and maximize room revenue.
Answer incoming calls with a clear, pleasant and confidant voice
Agent is responsible for making room reservations (call-in, manual and group) and accurately input into SMS System
Actively upsell on every call thus increasing room revenue
Accommodate guest's special requests/needs, make notes in the reservation and clearly communicate to supporting departments
Further assist guests with spa, dining, and transportation reservations
Provide complete follow through on all communication methods in a timely manor
Resolve all customers complaints in a diplomatic and professional manner, utilizing available resources to reach a mutually beneficial solution
Maintain complete knowledge of the hotel, operations and promotions
Work with Group Sales and Catering Department on block reservations
Complete daily reports and tasks for quality control
Monitor and maintain Reservation's email, fax and in-box, checking every hour
Assist in maintaining a quiet work environment so that no unpleasant background noise can be heard by callers
Participate in and support hotel efforts towards community, sustainability and environmental initiatives.
Perform other duties as directed, developed or assigned.
Requirements QUALIFICATIONS Required
Ability to communicate in English with vendors, guests and staff to their understanding
Must have an understandable voice
Prior Reservations experience in a 4 -5 diamond Hotel
Have working knowledge of Microsoft Office Systems
Must be able to work weekends, holidays and AM/PM shifts
Desirable
SMS experience
AA degree in Hospitality Management preferred
SKILLS Required
Must be detailed, organized and a strong communicator
When on a call with a guest must be able to ask probing questions, activity listen, and position the hotel accordingly
Must be able to ask for the sale and counter if there is resistance
Self motivator
Desirable
Previous training in Guest Services
Previous Group Sales experience
PHYSICAL DEMANDS
Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing. Have frequent need to perform standing and walking activities related to inspecting property.
Constant need to perform the following physical activities: grasping, turning, finger dexterity.
Occasional need to stand for long periods of time.
Lifting/carrying up to 10 lbs. frequently and 25 lbs. occasionally.
Vision requirements: constant need to view small print. Frequent need to see small details and things clearly beyond arms' reach.
Hearing requirements: constant need to speak on telephone and/or two-way radio, respond to general public and converse with staff. Ability to hear fire alarms and emergency equipment.
Salary : $20.00 per hour Incentives Salary Description