Candidates must reside in either Arizona or Florida.
Our unique portfolio of resorts consists of :
Enchantment Resort - Ranked #1 Resort in Arizona, surrounded by towering red rock walls of Sedona
Mii amo Destination Spa - Voted #1 Destination Spa in the US
Tides Inn - Southern charm waterfront resort in Irvington, VA
The Cove, Eleuthera - Secluded resort on two white sand beaches in the Bahamas
Twin Farms - Nestled in 300 acres of pristine Vermont countryside
Responsibilities :
- Assist agents with day-to-day issues, including but not limited to adjustments and PERMS
- Handle departments call scoring, and perform coaching in managerial absence
- Handles training for new hires, both one-on-one and in a group setting
- Develop and maintain a structured training regimen for new hires, including a timeline, which order of properties they are trained in, and to be aware of the current skill level of all new hires and strengths / weaknesses.
- Handles re-training of existing agents to improve their sales and scoring performance.
- Handles ongoing trainings and workshops (Forbes, Maestro, Sertifi, new amenities and experiences; includes working with managers to schedule these and their participants.
- Draft and submit any new SOPs, reference or training documents to managers, and organize / distribute those documents on the shared drive.
- Handles escalated calls and emails when necessary.
- Prepare welcome packets and training folder for new employees.
- Create a daily lunch schedule for agents to ensure appropriate phone coverage, and pre-distribute daily lunch schedule for the days they are not in.
- Follow up on agents' call compliance and auto complete on a weekly basis.
- Step into CRO Coordinator duties in as needed.
In addition,
Assist guests by selling future room reservations as well as making changes to existing reservations in a knowledgeable and timely manner.Create a genuine, informative, and personalized guest reservations experience by accurately collecting contact information per call-scoring standards.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.Develop authentic connections with potential guests in a reservation sales environment.Maintaining complete knowledge of the properties and other information including :Services offered and hours of operation
Accommodations, layout, dcor, attributes and locationsRoom rates, special packages and promotionsEntertainment / special events scheduled on property and in the areaDirections to the properties from airports and other major landmarksGeneral information, descriptions and directions for local services, restaurants, and points of interestAssisting and ensuring effective guest resolutions, by working with other departments in corporate and on property to resolve any challenges.Must meet or exceed established performance metrics associated with this position after your probationary period has been completed (90-days).A candidate who will demonstrate knowledge, abilities, and skills
Proficiency in Maestro is required and knowledge in Visual One is a plusMicrosoft Office (Outlook, Word, Excel, Teams, PowerPoint)Revinate Reservation Sales, Revinate UniversityForbes Reservation and Pre-Arrival standardsAbility to deal with internal & external guests while maintaining a high level of professionalism.Outstanding verbal and written communication skills, confident telephone skills and etiquette.A self-starter and able to work independently from home, have a strong eye for details, be results-driven, possess strong interpersonal and administrative skills, demonstrate self-confidence, energy and enthusiasm.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, evenings, and holidays as needed.Five days a week with Monday and Tuesday off
Availability to work on Saturday and Sunday is a must.Work hours 10 : 30am-7pm on weekdays, 9 : 30am-6pm on weekends
