Reservations Sales Agent

Reports to: Reservation & Inventory Manager

Status: Non-Exempt

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Basic Functions

 

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

**Please note, Mainsail Lodging & Development is a drug-free workplace.  Pre-employment screening, to include a background test and drug screen, is required for all candidates offered a position.

 

Essential Functions

  • Meet or exceed expected performance standards.
  • 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.
  • 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.
  • 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
    • MARSHA/Opera and Escapia PMS Experience preferred
  • 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

 

Relationships with Others

 

Internal:

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

External:

  • 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 — occassionally
  • Bending, kneeling, stooping — occassionally

Mental demands of job:

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

 

Supervision

Gives no supervision to others.

Career Information

Date Posted:
August 10, 2019

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