Reservations Agent is responsible for selling, booking, and following up social reservations as well as up-selling Sea Pines amenities.
Sell accommodations to social guests and book reservations including selling callers on use of Sea Pines amenities (golf, tennis, recreation, etc.).
Book walk-ins, owners and friends of owners, and real estate referrals.
Follow-up activities on existing reservations by collecting deposits, mailing confirmations, calling guests regarding moves, processing cancellation requests, running reports to monitor bookings, etc.
Other activities include processing brochure requests; evaluating units; updating reservation reference manual; viewing new properties; responding to E-mail; supporting Front Desk; etc.
REQUIRED SKILLS DETAILS
Ability to read and interpret documents such as sales forecasts, lodging reports, operating instructions, and procedure manuals. Need good verbal skills including grammar and diction. Ability to speak easily and effectively with a diverse mixture of guests and other departments in the resort.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to apply them as needed on the job.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or computer form. Often works alone so must be able to react quickly and effectively in handling requests in a courteous, friendly, and efficient manner. Must be responsible, self-motivated, and self-directed. Agents decide with almost every call what accommodation would best fill the callers needs and to sell those accommodations and other amenities to their client. The majority of reservations are booked and/or canceled with no need of supervisory approval/intervention. Agents are responsible for assuring their clients receive the accommodations they were sold and for responding to any misunderstandings regarding such accommodations when necessary.
Ability to interact effectively by telephone with guests of diverse ages, backgrounds, and interests. Ability to project a service-mentality with a warm, caring attitude while maintaining efficiency and a sense of optimizing resort revenue. Eighty to ninety percent of the job requires communication/interactions with others (from answering questions about Sea Pines Resort to selling million dollar homes as rentals).
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually quiet. Physical demands are those for an office environment with high levels of telephone usage and computer keyboarding. At times, stress can build from time limitations, customer demands, and constant telephone usage.
High school diploma or general education degree. Computer skills including ability to use computer-based reservations systems and personal computer response to E-mail requests. Customer service and telemarketing/sales skills and experience are highly desired. Need technical skills/knowledge of resort computer system/front desk procedures. Light typing skills beneficial.
Prior experience in leisure reservations, golf sales is preferred. Knowledge of the game of golf is beneficial.
LOCATION, POSITION TYPE AND SALARY DETAILS
Commensurate with experience