Reservationist

POSITION SUMMARY:

The Reservation Specialist is responsible for receiving inbound reservation calls and active follow-up on reservation inquiries via email or outbound calls to drive sales so team goals and KPI's are achieved. The Reservation Specialist will continually ensure standards of processes are followed and that the overall customer experience remains a top priority. Reservations Specialists must manage their time effectively in a fun, fast-paced sales-driven environment to ensure all follow-up is performed in a professional and timely manner.

ESSENTIAL FUNCTIONS:

• Receives and responds to inquiries from potential guest via phone calls and email using the benefits of properties to sell and provide the guest the best options for their stay; to include Outbound Sales activities.

• Provides accurate notes, calls, and conversations in sales leads and reservations to comply with accuracy expectations daily, weekly, and monthly.

• Provides concierge services, with general knowledge of the city including restaurants and entertainment.

• Meet and exceed team goals and KPI's daily, weekly and monthly related to bookings and revenue.

• Ensures guest screening process is followed, communicating policies and procedures, HOA and town regulations when applicable, and documenting appropriately.

• Assists with post booking activities which include but are not limited too; answering calls from existing reservations, post booking emails, making final payment calls, Web Thank You's, processing GLA's.

• Other duties as assigned.

Requirements

EDUCATION & EXPERIENCE:

• High School Diploma or equivalent.

• Associates degree, equivalent from two year college or equivalent experience in reservation sales or hospitality industry, preferred.

• Strong sales background in non-hospitality industry will be considered.

KNOWLEDGE, SKILLS & ABILITIES:

• Detail Orientation/Accuracy

• Sales Driven

• Customer Focus

• Team Player

• Organizing Skills

• Analytical Skills

• Adaptability/Flexibility

• Autonomous/Self-Directed

• Computer skills including but not limited to Microsoft Office, Word, Excel, lead management software and reservation software.

• Ability to answer customer's questions and successfully resolve issues and/or negotiate matters related to customer's account.