Reservations Specialist

Responsibilities:

• Reservation Handling: Process reservation requests received through multiple channels, including phone calls, emails, online platforms, travel agencies, 3rd party platforms and wholesale groups with accuracy and attention to detail.
• Sales Focus: Utilize persuasive sales techniques to upsell room upgrades, additional amenities, and special packages to maximize revenue and enhance the guest experience.
• Customer Service: Provide excellent customer service to guests by addressing inquiries, resolving issues, and handling special requests with professionalism, courtesy, and efficiency.
• Product Knowledge: Maintain a thorough understanding of the features, amenities, and offerings of all resort properties to effectively promote and sell accommodations to potential guests.
• Reservation System Operation: Utilize reservation management systems and software to input and manage reservations, process payments, generate confirmation documents, and update guest information accurately.
• Communication: Coordinate effectively with other departments, including guest services and dispatch to ensure seamless guest experiences and accurate fulfillment of guest requests.

Qualifications:

• Sales Experience: Previous experience in a sales-driven role, preferably within the hospitality industry, with a proven track record of meeting or exceeding sales targets and revenue goals.
• Customer Focus: A passion for providing exceptional customer service and creating memorable experiences for guests, with strong interpersonal skills and a positive, guest-centric attitude.
• Sales Acumen: Strong sales and persuasion skills, with the ability to effectively communicate value propositions, overcome objectives, and close sales to drive revenue growth.
• Organizational Skills: Excellent organizational and time management skills, with the ability to prioritize tasks, manage multiple reservations simultaneously, and meet deadlines in a fast-paced environment.
• Attention to Detail: Meticulous attention to detail to ensure accuracy in reservation processing, payment handling, and guest information management.
• Computer proficiency: Proficiency in using reservation management systems and Microsoft systems to include; Office, Excel, Teams, and SharePoint.

Physical Requirements:

• The Reservations Agent is expected to perform the position's functions with or without accommodation. Villatel retains the right to change or assign other job duties to this position.
• Must be able to remain in a stationary position for extended periods of time.
• Consistent use of hands to operate computer equipment and office productivity machinery, such as computers, laptops, desktop file cabinets, etc.
• Ability to move around the office and utilize a calculator, file cabinets, etc.