Part-Time Reservations Agent

GRAND PACIFIC RESORTS INC•Carlsbad, CA

1d•Onsite

About The Position

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 and IBT guests for properties acquired within the Central Reservations Department for Grand Pacific Resorts. Properties include Grand Pacific Palisades, Carlsbad Seapointe, Marbrisa Carlsbad, The Cassara Carlsbad, Westin Carlsbad and The Hotel Solea. This role involves effectively selling the properties and its amenities to potential guests over the phone with high attention to detail and accuracy, while demonstrating required shop caller requirements. It also includes data entry of online reservations and requests from online travel agency partners (e.g., Expedia, Booking.com) and reservations made via property home websites, as well as IBT bookings and Legoland programs via email. The agent is responsible for filing and reconciling paperwork correctly for organizational and accounting purposes, and entering and logging any other reservations received outside of the listed channels. Administrative support and data entry of all non-interfaced reservations are also part of the role. Daily completion of an agent checklist for applicable shifts is required, along with any projects or reports as directed by management. The agent will also attend and participate in office “line-ups” and departmental meetings as scheduled.

Requirements

Must be able to read and write to facilitate the communication process.
Ability to comprehend and retain direction easily.
Ability to make decisions with only general policies and procedures available for guidance.
Extremely detail oriented and hands-on.
Team player and positive attitude.
Flexible schedule and able to work opening/closing shifts and/or holidays.
Requires excellent communication skills, both verbal and written.
Demonstrate high self-confidence, energy and enthusiasm.
Must possess computer skills, including, but not limited to, Microsoft Office Applications (Word, Excel, Outlook, Powerpoint), Internet search, online booking software and yielding tools.
High School or equivalent education required.
Must be able to speak, read, write and understand the primary language(s) used in the workplace.
Customer Service experience required.
All employees must maintain a neat, clean and well-groomed appearance per Grand Pacific Resorts standards.
Regular attendance in conformance with the standards, which may be established by Grand Pacific Resorts from time to time, is essential to the successful performance of this position.
Employees with irregular attendance and/or timeliness will be subject to disciplinary action, up to and including termination of employment.
Upon employment, all employees are required to fully comply with Grand Pacific Resorts rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Nice To Haves

At least one year of Hotel Reservations or Hotel Front Desk environment preferred but not required.
Reservations and/or Call Center related discipline experience preferred.

Responsibilities

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.
Data entry of online reservations and requests from our online travel agency partners such as (ie: Expedia, Booking.com, 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.
Administrative support and data entry of all non-interfaced reservations.
Completion of agent checklist for applicable shifts which is required on a daily basis.
Any projects, reports, etc. as directed from management.
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.
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 and federal laws and regulations.
Participate in the development of short and long term financial and operational goods of the resort.
Ensure that guest satisfaction is consistently obtained and maintained.