Reservation Sales Agent

Status: Exempt

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The Reservations Sales Agent will service and educate our guests on all aspects of Mainsail Lodging & Development properties via telephone, email, and other forms of guest communication.


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 ongoing training and stay abreast of updates related to various programs and processes, organizing and keeping all resources available for efficient reference.
  • Proficiency in various reservations/computer systems is required.
  • 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 is 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



  • High School graduate
  • Minimum experience:
    • 6 months previous hotel/reservations experience
    • MARSHA, Opera, LightSpeed & Escpaia PMS experience preferred
    • Excellent working knowledge of excel software


  • The essential knowledge, skills, equipment used, and abilities needed:
    • Excellent customer service skills
    • Good organizational and communication skills
    • Knowledge and use of Microsoft Office applications
    • Excellent phone and email etiquette
    • Multi-tasking, being able to keep up in a fast-paced, ever-changing environment.


Relationships with Others


  • Constant communication with Reservation Manager, Revenue Management, Sales and Catering staff, Front Desk staff, Hotel & Vacation Rental Property Managers.  Regular communication with Maintenance and Housekeeping.


  • Constant communication with guests and clients.


Demands and Environment of Job


Physical demands of job:

  • Sitting — constantly
  • Walking, standing, reaching — frequently
  • Lifting, pushing, pulling — up to 20 pounds — 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:
July 14, 2021

Career Category: