Austin, Texas
Resort Reservations Agent-Sales Position Job Opening in Austin, Texas - POSITION TITLE : Reservations Sales Specialist
DEPARTMENT: Reservations Sales (Overnight)
FLSA DESIGNATION: Non-Exempt
REPORTS TO: Reservations Sales Manager
Job Description:
The Reservations Sales Agent is a critical role in the success of Lake Austin Spa Resort's overnight business. The perfect candidate must be able to use effective sales techniques to win sales while providing exceptional customer service which exceeds that of the competition in the luxury spa industry. You are the guest advocate and are a one-stop shop for all your guests' needs from the initial booking to follow-up service requests prior to, during and after their stay. You must be able to handle a large volume of inbound inquiries, while always looking for ways to generate more business when the phones aren't ringing. You will be responsible for utilizing customer service and sales skills to: identify guest needs, make accurate reservations which provide the optimal experience for our guest while maximizes resort revenue potential, and provide prompt response to inquiries and follow through on all calls, emails and faxes with guests.
ESSENTIAL FUNCTIONS:
Using Host, fields calls from our most profitable market segment, which includes high-end travel agents as well as the general public. Confirms, modifies and cancels reservations as needed. Provides specific information on room availability, rates, upgrades, packages, amenities and other information requested by the caller as needed while using approved call-handling guidelines. Specialists will demonstrate the ability to use the appropriate reference tools and process large amounts of information in order to provide the proper level of customer service to callers. Remains available to field incoming calls at all times in order meet call-efficiency standards.
Determines the need to request special considerations in regards to room rate and package inclusions. Follows-up on these requests with Reservations Manager, there after relaying the status of such requests to the travel agent and/or the guest. Requests special amenities; arranges transfers; makes any necessary arrangements for guests with outside vendors so as to provide a high level of customer service to the caller.
Uses listening skills to determine guest?s needs and revenue potential. Using a clear and distinct voice, probes for information in order to secure a reservation and satisfy the caller?s requests. Maintains a professional and courteous attitude at all times while maintaining control of the call.
Processes outbound correspondence including preparing MS Word documents and letters to be mailed, emailed or faxed. Attends to messages received via voicemail, email and/or fax and distributes work in accordance with departmental policy and procedure. Fulfills brochure requests and overnight gift certificates. Processes Monarch Club enrollment forms and generates Monarch Club cards.
ADDITIONAL RESPONSIBILITIES:
In addition to the performance of the essential functions, this position may be required to perform additional functions according to the needs of the spa and as assigned by the supervisor. These responsibilities may include but are not limited to:
Attends and participates in briefings and specialized training programs in order to acquire up-to-date information and increased product knowledge. This includes, but is not limited to, policies; procedures; promotions; and special programs, rates or packages.
Assist Sales & Marketing Department in collecting data used for future marketing efforts. This includes, but is not limited to, policies; procedures; promotions; and special programs, rates or packages.
Special projects.
Job Type: Full-time
Required experience:
Sales: 1 year
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