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Reservations Sales Agent

Reservations Sales Agent

Arizona Grand Resort & SpaPhoenix, AZ
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Summary of Position :

The Reservation Sales Agent must handle a high volume of phone calls, manually track reports, detailing downloaded reservations from our central reservations, and ensure customer satisfaction.

Essential Functions :

  • Answer a high-volume of incoming calls for multiple properties while consistently following our call quality standards while maintaining a score of 91% or higher on monthly coaching calls.
  • Maintain an average of at least 80% in ready state on the phone per month.
  • Confirm reservations offering alternatives and suggestions when appropriate, recognizing repeat guests.
  • Achieve monthly conversion (sales) of 60% or higher.
  • Participate in department projects.
  • Keep current with all communication and departmental changes.
  • Provide guest follow-up as requested.
  • Handle faxed and emailed inquiries in a timely manner.
  • Complete daily reservations audit.
  • Enter / Update and confirm daily wholesale & interfaced reservations.
  • Use the Property Management System to accurately note details regarding hotel guests, specifically their special needs and requests to ensure a smooth registration upon arrival at the front desk.
  • Attend and participate in monthly reservations meetings.
  • Participate in all sales training programs.
  • Participate and complete weekly resort knowledge quizzes / activities.

Qualifications :

Education : High School Diploma or GED

Experience : Prior Customer Service experience

Certificates or Licenses :   N / A

Knowledge, Skills, and Abilities :

  • Ability to maintain consistency, diplomacy and tact in difficult or challenging situations.
  • Ability to make independent decisions.
  • Ability to type 35 wpm.
  • Ability to format and write business letters, reports, and summaries using proper grammar, spelling, diction, and style.
  • Ability to make quick and efficient decisions to benefit the team and guest.
  • Ability to memorize and perform Grand Expectations and AAA Diamond standards.

    • Personal Characteristics :

  • Behaves ethically.
  • Organized : Maintain a neat, organized work space, maintaining important documents pertinent to reservation requests.
  • Communicates effectively : Speaks and listens in a clear, thorough, and timely manner, effectively reading and writing, using the English language.
  • Professional Appearance : Exhibits an appearance appropriate for a four diamond resort (Specific grooming standards are available for review).
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    Reservation Agent • Phoenix, AZ