Description:

A great Reservations Agent is a customer service and sales oriented person who enjoys matching resort products to the needs of a variety customers and selling them over the phone most of the workday. He or she is an active listener who effectively sells our resort to individual customers and assists guests in planning for their vacation.  The agent ensures the best outcome of any call by providing additional information or directing a call to the appropriate department or person as needed. The ideal candidate would be interested in the field of hospitality, looking to purse the path of resort sales.

Essential Functions:

• Respond to all calls, e-mails, voice mails, faxes or requests made in person in a timely, knowledgeable, courteous and professional manner, using benefit selling when applicable
• Provide accurate quotes and information to our customers.  Ensure that all customers are aware of our different packages, specials and applicable conditions; they understand associated deposit and cancellation policies, check-in and check-out times and policies as well as descriptions of any additional services or amenities included in the price
• Stay knowledgeable of the resort and event calendar, activities and recreational opportunities offered at Panorama at different times of the year and be able to communicate this information to our guests via phone, e-mail or in writing
• Complete all the reservations made through channels including phone, email and online booking engines to the highest standards following all required policies and procedures
• Be able to book an all inclusive packages, including room, activities, food and beverage and other package components
• Work with multi resort systems for scheduling and booking package components
• Adhere to all department, resort and corporate policies including Privacy and Business Conduct polices and procedures
• Complete a daily personal report including calls handled, conversion rate, and accuracy checks and ensure any tasks needed to be followed up by a supervisor or another agent are noted and flagged to be addressed by appropriate person in a timely manner
• Assist with data input or any other daily task as needed

Experience / Requirements:

• Post secondary education
• Must be proficient in English speaking and comprehension
• 1 year of reservations call centre experience, or experience working multi phone system where multitasking is a necessity
• Previous sales experience in the hospitality industry, computer literacy, phone sales experience preferred
• High attention to detail, thrives in a multi tasking environment
• Ability to work under pressure, troubleshoot when necessary making on the spot decisions
• Comfortable with the use of multiple computer systems and phone, internet, e-mail and other computer applications in order to communicate with customers
• Able to work weekends and varied hours (evenings, early mornings)
• Communicates clearly and effectively and able to empathize and build rapport with a wide variety of customers
• Solution oriented team player
• Ability to read computer screens, sit for long periods of time, type, and listen to various voice volumes over the phone