Reservations Sales Agent

Mohonk Mountain House•New Paltz, NY

1d•$0 - $18•Onsite

About The Position

The Reservations Sales Agent's primary responsibility is to deliver excellent service while utilizing selling techniques effectively to assist guests in making reservations. Achieve key performance goals set by the department managers as outlined in the annual incentive program. The ideal candidate would be courteous, self-motivated and detail-oriented.

Requirements

High School diploma.
Demonstrate proficiency with Windows-based operating systems.
Utilize hospitality reservation and sales software.
Speak, read and write the English language and communicate in a clear and congenial manner, with our guests, visitors and employees.
Hear verbal instructions, directions and warnings.
Learn, understand and use proper procedures when processing reservations and communicating resort policies and information.
Learn and successfully demonstrate the Mohonk Mountain House Service Steps with Service Strategies with guests and staff.
Learn and retain knowledge of historical facts, information, services, hours of operation and features of Mohonk Mountain House.
Perform basic mathematical skills including addition, subtraction, multiplication, division and perform and record cash/credit transactions accurately.
Demonstrate proper accounting procedures for deposits, refunds, rate adjustments and end of shift audits.

Nice To Haves

Prior hospitality or customer service experience preferred.

Responsibilities

Help customers make new reservations, and answer questions regarding existing reservations with the utmost accuracy and detail to capture all important information.
Assist guests by selling future reservations.
Assist customers with questions regarding their existing reservations.
Follow up with guest inquiry leads promptly for second chance bookings.
Answer telephone calls and emails in a clear and professional manner.
Attend required coaching sessions as scheduled to review call quality, Enhanced Lead Management compliance and productivity.
Demonstrate a strong ability to multi-task and pay attention to detail.
Deliver the highest standard of service to all customers.
Manage daily correspondences and sales leads in a timely and professional manner consistent with the operating policies of the department.
Demonstrate proficiency with Windows-based operating systems.
Utilize hospitality reservation and sales software.
Answer guest questions with accurate information and demonstrate a friendly and helpful personality by speaking enthusiastically.
Answer telephone calls and emails in a clear, concise and professional manner.
Speak, read and write the English language and communicate in a clear and congenial manner, with our guests, visitors and employees.
Hear verbal instructions, directions and warnings.
Organize and maintain a clean workstation.
Learn, understand and use proper procedures when processing reservations and communicating resort policies and information.
Adhere to Mohonk Mountain House’s Dress and Grooming Standards; presenting a neat, clean and well-groomed appearance and maintaining a positive, professional image to our customers.
Learn and successfully demonstrate the Mohonk Mountain House Service Steps with Service Strategies with guests and staff.
Learn and retain knowledge of historical facts, information, services, hours of operation and features of Mohonk Mountain House.
Achieve key performance goals such as inbound and outbound call volume, revenue generation, email and data capture, productivity and call scores based on goals set by the department managers as outlined in the annual incentive program.
Must meet or exceed performance minimums.
Assist Front Office and other departments with reservations, room changes, room shows, check-ins, check-outs, dining reservations and other tasks when needed.
Communicate with other departments the guest’s requests, concerns and needs.
Process special requirements and needs for guests through the proper channels.
Conducts themselves in a professional manner when working with guests, co-workers and managers at all times.
Act calmly and effectively in emergency situations.