Personal Hospitality Expert

Overview

Job Title: Personal Hospitality Expert

Department: Reservation Sales Department

Summary: The Reservation Sales Agent’s primary responsibility is to capture as many reservations as possible by utilizing selling techniques effectively. The ideal candidate would be courteous, self-motivated and detail-oriented.

• Assist guests by selling future reservations
• Promptly follow up with guest inquiry leads for second chance bookings
• Answer telephone calls and emails in a clear and professional manner
• Maintain potential and current guest profile information
• Assist customers with questions regarding their existing reservations
• Provide concierge services with general knowledge of the city including restaurants and entertainment
• Strong ability to multi-task and pay attention to detail
• Deliver the highest standard of service to all customers
• Effectively manage daily correspondences and operational tasks to exceed customer expectations and expand customer base
• Display effective computer literacy and be familiar with MS Office software (Outlook, Word, Excel). NAVIS Applications & Software knowledge a plus.
• Possess a positive and upbeat attitude at all times
• Professional customer service nature with a desire to exceed
• Exceptional verbal and written communication skills
• Desire to be part of high growth, fast paced business

The following list is representative of the knowledge, skill and or/ability required for the Reservation Sales Agent to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

A minimum of two years related experience and/or training in reservation or hospitality industry. Candidates with a strong sales background in non-hospitality related field will be considered. NAVIS Certification a plus.

Must demonstrate exceptional verbal and written communication skills, and possess excellent telephone etiquette. Ability to answer client’s questions and successfully resolve issues and/or negotiate matters related to client’s account. Ability to read, analyze, and interpret general business contracts and write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from managers and/or staff. Must maintain clear and concise documentation and positive approach to conflict resolution.

NAVIS Narrowcast and Dashboard knowledge is preferred. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply concepts of basic algebra and geometry. Must possess thorough knowledge of MS Windows and Office (Word, Excel, Outlook, Explorer, etc). Ability to type quickly and correctly using an Online Chat Feature is important.

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

While performing the duties of this job, the employee is frequently required to stand, walk, sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.