Reservations Agent (remote) Scottsdale AZ or Fort Lauderdale, FL

Basic Function: Handle incoming and outgoing reservations calls in a call center environment and effectively sell the properties using specific selling techniques and standards to ensure maximum profitability

Work Performed:

• Assist guests by selling future room reservations as well as make changes to existing reservations in a knowledgeable and timely manner
• Complete an in-house training course on effective selling techniques and standards, and effectively utilize these skills to maximize revenue
• Answer all incoming calls and emails in a professional, friendly and efficient manner
• Provide guests with the requested information concerning the facilities, locations, services and surrounding area
• Process all guest reservations, including guest follow up, obtaining all necessary information and accurately entering it into the PMS system
• Assist the group coordinator as needed, assisting with rooming lists, pick up reports, suite blocks and reviewing accuracy in room assignments and billing
• Assist Corporate Senior Manager of Reservations Sales with a variety of tasks not limited to brochure requests, gift certificate processing, and data entry
• Complete all daily checklists and reports
• Must meet or exceed established booking conversion rates, average handling time guidelines and other performance metrics associated with this position
• Other duties as assigned

Minimum Requirements:

• A minimum of one year customer service experience is required.
• Prior resort/hotel reservations experience preferred.
• High school diploma or equivalent education required.
• Must possess intermediate computer skills with the ability to learn and master multiple software systems.
• Prior experience with Microsoft Office, V1 or Navis systems preferred.
• Requires excellent verbal and written communication skills and confident telephone skills and etiquette.
• Excellent organizational skills and ability to handle multiple tasks (talk, type, search multiple screens) without impact to the guest.
• Ability to work effectively in a team environment and with different levels of management.
• Flexibility with schedule, able to work weekends, nights, and holidays as needed.

Physical Requirements:

• 80% Sitting/20% Standing
• Good hearing
• Computer screen reading 1-3 feet
• Manual dexterity
• Lifting & carrying up to 20 pounds