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Reservation Sales Agent

Posted: 04/14/2021

POSITION SUMMARY:

The Reservation Sales Agent is responsible to receive inbound reservation calls and actively follow-up on reservation inquires via email or outbound call in order to drive sales so individual and team goals are achieved; all while continually ensuring standards of processes are followed and that the overall customer experience remains a top-priority. Vacation Planners must manage their time effectively in a fun, fast-paced sales driven environment to ensure all follow-up is performed in a professional and timely manner.

 

Operational Support:

  • Receives and responds to inquiries from potential guest via phone calls and email.
  • Provides accurate notes in sales leads and reservations.
  • Handles guest complaints and forward to management for resolution when necessary.
  • Provides concierge services, with general knowledge of the Finger Lakes including restaurants and entertainment.
  • Processes payments for reservations.
  • Accurately describes and informs guests about the properties that are available, giving the guest the best options for their stay.
  • Manages daily correspondences and operational tasks to exceed customer expectations and expand customer base.
  • Sells the benefits of properties via verbal and written communication.
  • Keeps accurate record of calls and conversations with all guests.
  • Complies with accuracy expectations daily, weekly and monthly.
  • Ability to repeat the same tasks in a fast paced environment accurately.
  • Provides friendly and timely customer service to homeowners, guests, vendors, and co-workers.
  • Responsible for comprehending and successfully executing all relevant technologies, policies, and systems utilized by the front desk, guest services, and reservations teams
  • Meets and exceeds individual and team goals daily, weekly and monthly.
  • Maintains an Inbound Conversion rate of 30% and Outbound Conversion rate of 10% of Inbound Conversion.
  • Meet expectations on every call while keeping a minimum call quality score of 80% each month based on call scoring metrics.
  • Provides feedback as needed to revenue management on guest trends.
  • Communicates with Owner Services when special requests are made.
Requirements

EDUCATION & EXPERIENCE:

  • High School Diploma or equivalent.
  • Associates Degree or equivalent experience in sales, reservations or hospitality industry, preferred.
  • Minimum of two years strong sales background in non-hospitality industry will be considered.

 

KNOWLEDGE, SKILLS & ABILITIES:

  • Strong ability to multi-task and attention to detail.
  • Sales Driven
  • Customer Focus
  • Team Player
  • Organizing Skills
  • Analytical Skills
  • Adaptability/Flexibility
  • Autonomous/Self-Directed
  • Computer skills including but not limited to Microsoft Office, Word, Excel, lead management software and reservation software.
  • Ability to answer customer’s questions and successfully resolve issues and/or negotiate matters related to customer’s account.

 

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