Reservation Sales Agent

POSITION OBJECTIVE
Reservations sales agent must be able to handle incoming calls at a fast pace while building rapport, find the wants, needs and desires of the potential guest, closing the sale within 4 to 7 minutes of the initial call. Reservation sales agents will be responsible for their overall self performance and revenue production, while meeting minimum goals of the company.  Schedule adherence and attendance is key.

ESSENTIAL JOB FUNCTIONS
•Responsible for answering incoming sales calls and selling the features and benefits of Hammock Beach and Reunion Resort to the guests’ vacation desires.
•Responsible for the overall performance and productivity of resort reservation sales.
•Provide highest levels of sales conversions and customer service excellence.
•Maintain strategy on ensuring customer satisfaction on all sales transactions.
•Ensure adherence to sales methodologies are being followed to maintain competitive edge.
•Aids in providing team motivation and development to maximize sales opportunities.
•Answer customer’s inquiries regarding existing and new reservations.
•Maintain a service level of 95% or higher on secret shopper reports.
•Resolve any issues that a guest might encounter with a future or past booking.
•Accurately represent the Resorts and all its products and services.
•Drive resort revenue through outbound call campaigns.
•Perform other duties and responsibilities as assigned.

EDUCATION / EXPERIENCE
•Must be 18 years of age or older.
•High School graduate or G.E.D. equivalent.
•Candidate must have a minimum of 1 year previous experience in Reservations, preferably in a high volume reservations call center or other fast-paced, service and hospitality oriented environment.

REQUIREMENTS
•Must have exceptional interpersonal, clear verbal and written communication skills. Second language is a plus.
•Ability to communicate effectively with internal and external customers exercising patience, tact, professionalism, and diplomacy.
•Candidates in this role will be able to read, write, speak and understand English.
•Strong phone skills needed.
•Required typing of 40+ wpm.
•Must possess proficient computer skills, including, but not limited to, OPERA PMS, SMS, Microsoft Word, Outlook and Excel, internet.  Knowledge of NAVIS, SPRING MILLER-JONAS a plus.
•Candidate must have attention to detail, be able to multi-task, must possess the ability to work in a fast paced environment, experience handling customer service issues and be a team player.
•Position requires flexibility in scheduling, must be able to work AM/PM, weekends & holidays.
•Ability to manage time prioritize tasks, and meet deadlines required.
•Must be able to lift up to 15 lbs. on a regular and continuing basis.
•Must be able to sit at a desk for up to 8 hours per day.  Walking and standing may be required. Length of time of these tasks may vary from day to day and task to task.