Reservations Sales Specialist
Provides reservations service for guests of East West Hospitality Tahoe and Mauna Kea Residences hospitality divisions. Responsibilities to include but not limited to: closing future reservations, making changes to existing bookings, cancelling bookings and giving further information about our destinations. Strives to provide a high level of guest service by being transparent, collaborative and simplifying the complex.
Respond to incoming reservations leads whether by phone or electronic (email, chat, click to call) with a high level of professionalism and enthusiasm using software provided at all times, and including Navis, IQware, and others.
Process reservations for guests including placing accurate and timely reservations, posting payments and ensuring timely and accurate delivery of confirmation letters. Demonstrate expertise with all policies and procedures including payment and cancellation, travel insurance, resort fee and additional charges.
Responsible for working with team to meet rental revenue goals and business objectives.
Provide access to wait list or courtesy holds as guided by reservations department standard operating procedures and policies to ensure revenue capture.
Assist to secure group bookings, collect scheduled payments, perform site tours and provide pre-arrival details to ensure a successful stay.
Assist with regular reservations functions in a team environment. This includes but is not limited to teamwork in booking all incoming reservations and outgoing call campaigns as directed, following up on pending reservations, changes, cancellations, using Navis to track each point of contact with a potential guest or booked guest.
Develop high level of product knowledge of all vacation rental inventory through thorough site tours of each property and residence. Be familiar with the destinations, the events, services, merchants, restaurants, and activities offered, and be able to share such information upon request.
Understand wholesale, OTA and listing site agreements and commission structures. Provide timely follow up to interfaced inquiries, confirmed reservations, and post stay follow-ups.
Demonstrates strong sales aptitude and the desire to succeed while embracing East West Hospitality’s Vision, Mission and Values.
- Attend department and all-staff meetings as required
- Promote a cooperative and problem-solving atmosphere
- Conduct all business in a professional and courteous manner.
- Communicate effectively (in writing or verbally) with guests, wholesale and TA agents and co-workers in all East West Hospitality divisions.
- Completes project assignments given by reservations lead.
- Provides assistance to other departments as needed.
- Other duties as assigned/necessary.
Must have a professional appearance and demeanor, strong attention to detail, ability to sit or stand for long periods of time, be able to work well with others, be self-motivated, and be reliable. Work experience must include previous hospitality and/or customer service experience. Ability to be organized and know how to prioritize. Able to remain calm under pressure, juggle many things at once. Ability to work irregular hours and days. High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
Ability to read and comprehend simple instructions, short correspondences, and memos in English. Ability to write simple professional correspondence. Ability to clearly and concisely present information in one-on-one and small group situations to guests, vendors, and other employees of the organization. Spanish a plus.
Must possess a basic knowledge in the use of computers, copiers, faxes, internet and printers.
Must be able to work in NAVIS, IQware, MS Word, Excel, Teams and Outlook. Must be comfortable learning and using new software platforms.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
Promote at all times a cooperative and problem-solving atmosphere. Conduct all business in a professional and courteous manner. Provide best possible service to the guest.
Play a role as part of the team to achieve rental and other revenue goals set for the department.
Work with other departments/destinations to achieve shared goals and objectives.
Must have a valid driver's license.