Reservations Sales Agent
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Description
POSITION OBJECTIVE |
Reservation Call Center agents are outgoing, self-motivated, organized, detail-oriented, quick learners, and have a positive attitude. They assist our guests with planning their entire visit by promoting all PGA National Resort offerings. Answering guest inquiries regarding various resort amenities-guest rooms, dining, spa services. Additionally, the Agents have the opportunity to participate in a lucrative incentive plan.
ESSENTIAL JOB FUNCTIONS |
- Answering incoming phone calls and assisting guests with any inquiries regarding resort, spa, and tee time offerings.
- Complete initial and ongoing training programs required.
- Providing information about local features, such as shopping, dining, nightlife, and recreational destinations.
- Apply professional sales techniques using approved conversation flow guidelines.
- Maintaining current knowledge of all resort and spa offerings and hours of operation.
- Upsell resort rooms and spa services
- Coordinate with other departments to ensure a “Championship Experience” for all guests.
- Maintain data entry accuracy and attention to detail with systems.
- Ability to progress through various training levels.
- Meet department and individual metrics (such as revenue, conversion, and quality standards).
- Ability to handle escalated or complex calls, while striving for the highest level of customer service.
- Knowledge of Microsoft Outlook, SynXis, Revinate, VERSA Agilisys, Book4Time, and Canary is helpful.
- A flexible schedule may be required to include weekends, holidays, and various shifts.
EDUCATION/EXPERIENCE |
- High school diploma or equivalent required.
- Hospitality or call center experience in a fast-paced, high-volume, service environment.
- Strong customer service experience required.
- Candidate must have the ability to speak, read, and write English fluently; bilingual is a plus.
OTHER ABILITIES |
- Excellent verbal communication skills.
- Ability to communicate and work well with fellow employees.
- Excellent organization skills and time management skills are required.
- Ability to manage multiple tasks effectively.
- Ability to apply common sense understanding to carry out detailed written or oral instructions respectfully.
- Ability to deal with problems involving a few concrete variables in standardized situations.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Ability to communicate and work well with fellow employees and other departments.
- Maintain a presentable appearance, behavior, and manner at all times.
PHYSICAL DEMANDS |
- While performing the duties of this job, the employee will be sitting for extended periods of time answering and sending emails and calls.
- May regularly stand, walk, and talk.
- The employee is frequently required to use hands to grab, move, lift, or feel objects, and use telephone and copier machine