Reservations Sales Agent

Reservations Sales Agent

Marc & Rose – Phoenix, AZ

Summary of Position
:
The Reservations Sales Agent must handle a high volume of phone calls, manually track reports, detail downloaded reservations from our central reservations, and ensure customer satisfaction.

• Answer a high-volume of incoming calls for multiple properties while consistently following our call quality standards and maintaining a score of 91% or higher on monthly coaching calls.
• Maintain an average of at least 80% in ready state on the phone per month.
• Confirm reservations, offering alternatives and suggestions when appropriate, and recognizing repeat guests.
• Achieve monthly conversion (sales) of 60% or higher.
• Participate in department projects.
• Keep current with all communication and departmental changes.
• Provide guest follow-up as requested.
• Handle faxed and emailed inquiries in a timely manner.
• Complete daily reservations audit.
• Enter/update and confirm daily wholesale & interfaced reservations.
• Use the Property Management System to accurately note details regarding hotel guests, specifically their special needs and requests to ensure a smooth registration upon arrival at the front desk.
• Attend and participate in monthly reservations meetings.
• Participate in all sales training programs.
• Participate and complete weekly resort knowledge quizzes/activities.

Education
:
High School Diploma or GED

Experience
:
Prior Customer Service experience

Certificates or Licenses
: N/A

Knowledge, Skills, and Abilities

• Ability to maintain consistency, diplomacy and tact in difficult or challenging situations.
• Ability to make independent decisions.
• Ability to type 35 wpm.
• Ability to format and write business letters, reports, and summaries using proper grammar, spelling, diction, and style.
• Ability to make quick and efficient decisions to benefit the team and guest.
• Ability to memorize and perform Grand Expectations and AAA Diamond standards.

Personal Characteristics

• Behaves ethically.
• Organized:
  Maintains a neat, organized workspace, maintaining important documents pertinent to reservation requests.
• Communicates effectively:
  Speaks and listens in a clear, thorough, and timely manner, and effectively reads and writes using the English language.
• Professional Appearance:
  Exhibits an appearance appropriate for a four-diamond resort (specific grooming standards are available for review).

Company Culture

The Arizona Grand Resort & Spa’s leaders and team members believe each guest should be treated with respect and professionalism. We create a genuine experience, enticing our guests to return again and again. In order to be successful at The Arizona Grand Resort & Spa, team members must share both our Purpose (Making Space for Genuine Hospitality) and Pillars (Hands On & Heartfelt, Sincere & Focused, Collaborative & Curious, and Conscientious).

This includes possessing and demonstrating a high level of courtesy and respect for both internal and external guests. Our fun, friendly and enthusiastic team members treat every guest as if they were our only guest. A true customer focus is essential to success with our property.

Entry level

Part-time

Management and Manufacturing

Hospitality

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