Reservations Agent

Job Description

Job Description

JOB SUMMARY

This position contributes to the success of Sanctuary by maximizing rate and occupancy while maintaining the highest level of guest service standards with a focus on our superior standards, which displays a sense of pride in the Sanctuary Mission, Vision and Values

JOB FUNCTIONS

Note: the following duties and responsibilities are not all-inclusive.

• Ensures reservation calls are answered in a professional and timely manner.

• Maximizes every opportunity to increase conversion by closing the sale.

• Follows through on reservation calls with confirmations letters and brochure requests.

• Promotes seasonal packages and promotions.

• Applies NAVIS reservation sales concepts and strategies to maintain compliance of lead management.

• Accurately tracks reservation calls utilizing NAVIS call center software and daily phone sheets.

• Ensures reservation details including special requests are accurately entered into the property management system.

• Maintains accurate and updated guest profile information.

• Works closely with various departments to maximize guest satisfaction.

• Applies knowledge of resort product, services, and facilities.

• Adheres to strict communication standards at all times due to constant phone contact.

• Performs additional duties as requested by the management team.

JOB REQUIREMENTS

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Good telephone voice and excellent/professional communication skills required.

• Ability to maintain a pleasant disposition and work efficiently in a high stress work environment.

• Must be an individual who is detailed and sales oriented.

• Will be cross-trained in different aspects of position and must be easily adaptable to shifting of workloads and specific tasks as operational needs dictate.

• Solid interpersonal skills and a positive attitude is a must.

• Due to constant phone contact must have good hearing/speaking ability to respond to guest needs quickly.

QUALIFICATIONS

Education

High School Diploma/G.E.D. Equivalent

Related Work Experience

Hotel/resort reservation or front desk experience preferred.

Customer service & sales experience preferred.

Computer experience required.