Reservation Sales Agent

Job Details:

Job Location:

Grand Pacific Hotel Services LP - Carlsbad, CA 92008, Position Type:
Full Time, Salary Range: $20.00 - $20.00 Hourly, Job Shift: Varied, 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, IBT, and Timeshare Marketing Reservations for properties acquired within the Central Reservations Department for Grand Pacific Resorts. The Reservations Sales agent will assist with directing incoming calls to the correct department or individuals for The Cassara Carlsbad as well as Grand Pacific Palisades Resort.

• 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, , 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.

• 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.

• Maintain compliance of all local, state…