POSITION REQUIRES WEEKENDS AND IS ELIGIBLE FOR COMMISSION

POSITION PURPOSE

To provide courteous, informative first contact with potential leisure guests, and utilize prescribed sales techniques and strategies to optimize closing efficiency, conversion, and sales revenues.  The Reservations Sales Agent books and maintains reservations received via phone, email or online channels for Group, Leisure and IBT guests for properties acquired within the Central Reservations Department for Grand Pacific Resorts. Properties include Grand Pacific Palisades, Carlsbad Seapointe, Marbrisa Carlsbad, The Cassara Carlsbad, Westin Carlsbad and The Hotel Solea.

This position REQUIRES the following schedule:

• Saturday & Sunday are a MUST
• 1 weekday a week is a MUST

ESSENTIAL FUNCTIONS

Average % of Time (note percentages may fluctuate based on business volume and staffing)

35%     Effectively sell the properties and its amenities to potential guests over the phone with high attention to detail and accuracy at all times while demonstrating required shop caller requirements.                                    

35%     Data entry of online reservations and requests from our online travel agency partners such as (ie: Expedia, Booking.com, etc.) and reservations made via property home websites as well as IBT bookings and Legoland programs via email.  Filing and reconciling paperwork correctly for organizational and accounting purposes.  Entering and logging any other reservations received outside of the above listed channels.

15%     Administrative support and data entry of all non-interfaced reservations.

10%     Completion of agent checklist for applicable shifts which is required on a daily basis.  Any projects, reports, etc. as directed from management. 

5%       Attend and participate in office “line-ups” and departmental meetings as scheduled

SPECIFIC DUTIES AND TASKS

• Meet standard conversion and individual mystery shop standards set by department.
• Accurately and professionally acquire necessary information from the guest in order to book a reservation.  Properly enter required information into the resort PMS systems.
• Maintain a high energy, upbeat dialogue with each potential guest that demonstrates an “appropriate boldness” with regard to closing the sale.  Also, maintain a strong sales acumen at all times, seeking to close every sales opportunity by providing a strong rapport, accurate information in a confident voice, utilizing urgency tools and assumptive sales verbiage, maintaining control of the call, focusing on selling the experience, and strictly adhering to any other sales techniques/strategies as directed.
• Strictly adheres to a selective sales policy, weighing the value of each request before accepting it.
• Be continually aware of hotel inventory/availability, and to oversell inventory only as approved.
• Actively “up-sell” guests to increase room revenue.
• Understand and respond to all guest needs and requests in a timely and professional manner.
• Resolve all guest complaints/concerns in a diplomatic and effective manner, utilizing all available resources to satisfy the guest’s needs.
• Be completely familiar with all hotel information necessary to actively promote room sales, including current rate structures and sales strategies; current special rates and restrictions; types and locations of rooms / suites available; and services, costs, hours, and location of all hotel facilities and outlets.
• Running various reporting; daily, weekly, monthly.
• Attend periodical familiarization trips to applicable properties or departments as directed.
• Communicate with offsite and internal departments and understand how they interface with Reservations.
• Professionally operates the PBX system for the Cassara Carlsbad by correctly routing calls and deliver accurate information to callers.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the resort:

• Maintain compliance of all local, state and federal laws and regulations.

• Participate in the development of short and long term financial and operational goods of the resort.

• Ensure that guest satisfaction is consistently obtained and maintained.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

Skills and Abilities

• Must be able to read and write to facilitate the communication process
• Ability to comprehend and retain direction easily
• Ability to make decisions with only general policies and procedures available for guidance
• Extremely detail oriented and hands-on
• Team player and positive attitude
• Flexible schedule and able to work opening/closing shifts and/or holidays
• Requires excellent communication skills, both verbal and written
• Demonstrate high self-confidence, energy and enthusiasm
• Must possess computer skills, including, but not limited to, Microsoft Office Applications (Word, Excel, Outlook, Powerpoint), Internet search, online booking software and yielding tools