Reservations Sales Agent - Full-time

Black Desert Resort•Ivins, UT

5d•$18 - $30•Onsite

About The Position

The Reservations Sales team serves as one of the first and most important connections guests have with Black Desert Resort. Through personalized service, thoughtful recommendations, and a strong understanding of the complete resort experience, Reservations Sales Agents transform guest inquiries into memorable stays while maximizing revenue opportunities for the resort. The Reservations Sales Agent is responsible for creating an exceptional first impression of Black Desert Resort while converting guest inquiries into reservations and maximizing revenue through consultative selling, upselling, and personalized recommendations. This position is an evolution of the traditional Reservations Agent role, with an increased focus on sales performance, revenue generation, resort knowledge, and experience curation. Reservations Sales Agents are expected to move beyond simply processing reservations by understanding each guest's reason for travel, anticipating their needs, recommending the appropriate accommodations and experiences, and confidently closing the sale. The Reservations Sales Agent serves as a knowledgeable resort ambassador, connecting guests with accommodations, dining, golf, spa, recreation, and other resort experiences while delivering warm, effortless, and personalized hospitality throughout the booking process.

Requirements

Previous reservations, hospitality, luxury retail, call center, inside sales, or customer service experience preferred.
Previous luxury hotel or resort experience strongly preferred.
Demonstrated sales ability with confidence recommending products, upgrading experiences, and closing sales.
Strong verbal and written communication skills with a warm, polished, and engaging communication style.
Genuine interest in learning the complete Black Desert Resort experience and sharing that knowledge with guests.
Strong listening skills with the ability to uncover guest needs and personalize recommendations.
Ability to balance sales performance with authentic hospitality and guest trust.
Strong attention to detail and ability to accurately manage reservation and payment information.
Ability to multitask across reservation systems, guest profiles, email, telephone, and resort information resources.
Experience with hotel property management, central reservations, CRM, or related hospitality systems preferred.
Ability to remain composed, professional, and solutions-focused during high call volumes and challenging guest interactions.
Strong teamwork, reliability, accountability, and willingness to receive coaching and feedback.
Ability to consistently meet established performance and quality standards.

Responsibilities

Respond to inbound reservation inquiries by telephone, email, and other communication channels with warmth, professionalism, and urgency.
Convert guest inquiries into confirmed reservations by utilizing consultative selling techniques and confidently asking for the sale.
Identify each guest's travel purpose, preferences, interests, and priorities to recommend accommodations and experiences that best meet their needs.
Maximize room revenue through strategic upselling of room categories, suites, premium accommodations, packages, length of stay, and other qualifying opportunities.
Promote and sell resort experiences including dining, golf, spa, recreation, transportation, special events, packages, and programming when appropriate.
Maintain comprehensive knowledge of resort accommodations, room categories, rates, packages, promotions, amenities, restaurants, golf, spa, recreation, and resort programming.
Accurately create, modify, and cancel reservations while ensuring guest profiles, preferences, special requests, payment information, and reservation details are properly documented.
Explain rates, deposits, cancellation policies, packages, resort offerings, and reservation terms clearly and accurately.
Personalize guest interactions by recognizing opportunities to celebrate birthdays, anniversaries, special occasions, and other meaningful travel moments.
Meet established sales, conversion, revenue, quality, and productivity expectations.
Participate in ongoing sales coaching, call reviews, training, resort familiarization, and product knowledge development.
Maintain accurate documentation required for incentive compensation and follow all Reservations Sales Incentive Program requirements.
Collaborate with Front Office, Concierge, Revenue Management, Sales, Golf, Spa, Food & Beverage, Recreation, and other resort departments to fulfill guest requests and ensure seamless arrival experiences.
Resolve reservation concerns professionally and escalate complex guest or system issues when appropriate.
Protect guest privacy and payment information while following all resort security, PCI, and reservation procedures.
Perform other duties as assigned.