Reservation Sales Associate-Revenue Management Administration

Department: Revenue Management Administration

Reports to: Reservation & Property Support Manager

Status: Non-Exempt

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Essential Functions:

  • Meet or exceed expected performance standards. Including quality assurance measured goals, through Navis CRM.
  • Provide excellent customer care while exceeding the expectations
  • Determine the guest’s needs and provide detailed hotel and vacation rental benefits and features on all call types. Booking the highest revenue possible while meeting the needs of our guests as well as the goals of the company.
  • Familiarity with Hotel/Condo & Vacation Rental Owner Rental Programs
  • Identify and resolve customer service issues. This requires using all resources provided as well as communicating with internal staff to insure that all guest issues are resolved or directed to the appropriate resource.
  • Participate in on-going training and stay abreast of updates related to various programs and processes, organizing and keeping all resources available for efficient reference.
  • Proficiency on various reservations/computer systems is required.
  • Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
  • Identify guest reservation needs, determine appropriate room type, and verify availability of room type and rate.
  • Follow sales techniques to maximize revenue
  • To liaise with the client on a timely basis in order to collect all relevant information to meet the client’s specific requirements.
  • Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact, Sales Department, or Front Desk
  • At all times present and maintain high standards of communication, both written and verbal, to the client.
  • Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact, Group Housing Manger, Sales Department, or Front Desk
  • Assist Revenue Management team in managing room authorizations, rates, and restrictions, including communicating with rate restrictions and strategy to properties, as well as daily administrative tasks
  • Communicate with Sales Coordinators and property staff to resolve errors related to group market codes not matching in the PMS and MARSHA systems.
  • Set-up proper billing accounts (e.g., share-with, room/tax/incidentals, tax exempt, direct/special billing, and group bookings) according to accounting policies.
  • Proactive group block management
  • Must be able to represent Mainsail in a highly professional manner.
  • Utilize solid judgment, product knowledge, technical knowledge, problem solving, and customer service skills to ensure that service/fulfillment of contractual requirements are achieved and maintained.
  • Display excellent communication skills and the ability to meet sales and business objectives.
  • Align with Sales to provide supporting service.
  • Collaborate with internal customers (Sales, Front Desk, etc.).
  • Drive owner usage/interest to owner website.
  • Resort destination familiarity/knowledge.
  • Fully cooperate with all monitoring and coaching activities to improve personal skills and performance

 

Qualifications:

Minimum education required for competent performance:

  • High school graduate

 

Minimum experience (number of months/years and type of work experience beyond formal education):

  • (6) months previous hotel / reservations experience and or group housing training.
  • MARSHA, Opera, iHotelier, OHDCS, LightSpeed, IDeaS & Escpaia PMS experience preferred.
  • Excellent working knowledge of excel software a must.

 

Essential knowledge, skills, equipment used, and abilities needed:

  • Excellent customer service skills
  • Good organizational and communication skills
  • Critical thinking skills
  • Knowledge and use of Microsoft Office applications
  • Excellent Phone & Email Etiquette
  • Multi-tasking, being able to keep up in a fast paced, ever changing environment.

 

Physical demands of job:

  • Sitting – constantly
  • Walking, standing, reaching – frequently
  • Lifting, pushing, pulling – up to 20lbs – occasionally
  • Bending, kneeling, stooping – occasionally

 

Mental demands of job:

  • Constant verbal and written communication
  • Multi-tasking
  • Ability to work under pressures of time
  • Ability to problem-solve, creative resolutions

Career Information

Date Posted:
February 10, 2021

Career Category: