Reservation Sales Agent - SCP Hotels

Description

The Reservations Sales Agent is the first point of contact for potential guests, providing personalized assistance and guidance to help them secure their ideal accommodations. Your responsibilities will include managing reservations, answering queries, promoting special offers, and upselling additional services to enhance the guest experience.

The Reservations Sales Agent shall strive to provide exceptional service to both internal and external guests at all times. They will be responsible for exemplifying the SCP’s Culture & Core Values.

The Job

• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times. Resolve guest complaints to over-the-moon satisfaction.
• Follow Hotel policies with lost and found items.
• Adhere to Hotel requirements for guest and team member accidents or injuries and in emergency situations.
• Continuously promote sanitation, safety, and security efforts.
• Encourage Social Media/5-star compliments or reviews on OTA’s.
• Handle inbound reservation inquiries via phone, email, and online platforms.
• Assist guests in finding suitable accommodations based on their preferences, budget, and availability.
• Create, maintain, and update guest profiles and reservations.
• Respond to guest inquiries and requests to resolve issues via phone in a timely, friendly, and efficient manner.
• Maintain confidentiality, security, and integrity of organizational data.
• Maintain knowledge of Hotel features/services, hours of operation, room types, rates and numbers, layout, decor, appointments, special packages and promotions, daily count, expected arrivals and departures, group activities, and departmental policies and procedures.
• Process reservations promptly and accurately using the hotel's reservation system.
• Upsell additional services such as room upgrades, dining options, and recreational activities.
• Collaborate with other departments, including Front Office and Housekeeping, to ensure seamless guest experiences.
• Keep abreast of industry trends, competitor offerings, and market dynamics to optimize sales strategies.
• Meet or exceed sales targets and performance metrics, including conversion rates and average order value.
• Cultivate collaborative, mutually supportive relationships with and among customers, community, sales office, and hotel staff.
• Access all functions of computer/software systems.
• Other duties as assigned.
  
  

Requirements

Job Requirements

• Must be a United States citizen or possess a valid work permit.
• Must be able to read, write, and speak English. Fluency in other languages is beneficial.
• Must be able to accurately follow instructions, both verbally and written.
• Ability to work a flexible schedule that may include evenings, weekends, and holidays.
• Must be able to work in a fast-paced environment with urgency and empathy.
• Outstanding coordination and multi-tasking abilities.
• Professional in appearance and demeanor.
• Ability to learn, understand, and work within POS, PMS, CRM, and other Hospitality-specific software systems.
• Must have general computer skills including Microsoft Office and Google Suite.
• Must have the ability to deal effectively and interact well with guests, vendors, and team members.
• Must have the ability to resolve problems and/or conflicts in a diplomatic and tactful manner.
  
  

Supervision

• Reports to the Reservations Manager
  
  

Education And Experience

• High school diploma or equivalent.
• Previous customer service experience is required.
• Previous Front Desk/Reservations experience preferred.