Reservation Sales Agent
About The Position
Every guest's unique stay experience begins in a customized and authentic reservations experience. At Mauna Lani, our guests craft their vacations with the guidance of our knowledgeable and friendly reservations sales associates. Our remote reservations sales associates are responsible for ensuring a superior guest first impression of our unique resorts by complying with Auberge Collection call quality standards while utilizing the reservations lead management system. The remote reservations sales associate will be responsible for exceptional communication skills and reservations accuracy. In addition, the reservations sales associate will be responsible for supporting the revenue management strategies, which include, but are not limited to: Upselling, promotions, outbound revenue generation, and cross-selling of amenities. Creating a genuine, informative, and personalized guest resort reservations experience by accurately inputting guest contact information. Adding information to the guest history, such as previous stay experience, special occasions, preferences, and other pertinent information. Responding to guests' inquiries regarding room reservations, availability, general questions about accommodations, pricing, and special offers. Maintaining complete knowledge of the resort and other information, including the following: All resort facilities/services offered and hours of operation All accommodations, layout, décor, attributes, and locations All studio rates, special packages, and promotions All spa treatments and offerings, their benefits, and costs Daily stats, including availability Entertainment/special events scheduled on property and in the area Directions to the resort from airports and other major landmarks General info, descriptions, and directions for local services, restaurants, wineries, and points of interest. Assisting and ensuring effective guest challenge resolution. Working closely with fellow guest service team members and other departments to resolve any challenges, ensure follow-through, and exceed guest expectations when possible. Ensuring that all billing and financial transactions are accurately and efficiently executed on behalf of guests.
Requirements
- Must reside in the U.S. Mainland.
- Two years in a hospitality or reservations position, preferably at a luxury resort.
- Ability to create professional business letter correspondence.
- Must possess gracious people and sales skills, excellent phone manner and ability to engage in a positive manner with each and every guest.
- Ability to work cohesively with other departments and co-workers as part of a team.
- Must have one year of Opera experience.
Nice To Haves
- Google, Navis Certification & Software experience preferred.
Responsibilities
- Upselling, promotions, outbound revenue generation, and cross-selling of amenities.
- Creating a genuine, informative, and personalized guest resort reservations experience by accurately inputting guest contact information. Adding information to the guest history, such as previous stay experience, special occasions, preferences, and other pertinent information.
- Responding to guests' inquiries regarding room reservations, availability, general questions about accommodations, pricing, and special offers.
- Maintaining complete knowledge of the resort and other information, including the following: All resort facilities/services offered and hours of operation All accommodations, layout, décor, attributes, and locations All studio rates, special packages, and promotions All spa treatments and offerings, their benefits, and costs Daily stats, including availability Entertainment/special events scheduled on property and in the area Directions to the resort from airports and other major landmarks General info, descriptions, and directions for local services, restaurants, wineries, and points of interest.
- Assisting and ensuring effective guest challenge resolution. Working closely with fellow guest service team members and other departments to resolve any challenges, ensure follow-through, and exceed guest expectations when possible.
- Ensuring that all billing and financial transactions are accurately and efficiently executed on behalf of guests.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Accommodation
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
