Description

The Reservations Sales Agent is responsible for representing Wild Dunes Resort to prospective guests over the phone and through email correspondence in a professional and proficient manner.  Colleagues must maintain a full knowledge of Resort accommodations and amenities in order to stimulate the pre-arrival expectations of our guests and create a positive guest impression.  The Reservations Sales position requires the Colleague to retain learned technical skills to communicate efficiently, complete reservations, and run daily reports.  Colleagues must assist in maintaining call quality and AAA Four Diamond standards.

This position will be based at our Daniel Island, S.C. office space.

This position is eligible for sales incentives

The Reservations Agent shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible for exemplifying the Wild Dunes Resort Culture as well as promoting Wild Dunes Resort as both the Destination and Employer of Choice!

Essential job Functions:

• Represent Wild Dunes Resort as a Reservations Sales Colleague by answering phone calls and offering information on accommodations, golf, tennis, and other recreational activities to meet guest needs, wants and expectations.
• Make guest reservations for all resort accommodations including the Boardwalk Inn, the Village at Wild Dunes, and all property-managed villas & homes.
• Ensure accuracy of reservation, recognize guests’ needs and requests, and properly communicate requests to appropriate departments.
• Maintains strong relationships & communications with Property Management, Accounting, Front Desk and Guest Services teams.
• Promote an understanding of revenue optimization concepts, ideas, and practices implemented by the Director of Revenue & Reservations Manager to better maximize our Resort’s revenue capabilities.
• Utilize training of Springer-Miller System to successfully and independently complete reservations in a timely manner.
• Generate and audit daily reservations reports as assigned to ensure reservation completion, accuracy, and preparedness.
• Utilize sales training techniques to provide the best call quality possible to ensure the maximization of revenue and guest service.
• Generates additional guest interest in all resort amenities and outlets to assist in achieving ancillary revenue goals and enhance guest vacation experience.
• Responsible for striving to achieve monthly ADR, conversion, and revenue goals.
• Maintains a strong familiarity of Wild Dunes Resort and the Charleston area.
• Remain up-to-date on all resort and amenity offerings, promotions and campaigns, and changes in policies and procedures.
• Responsible for tracking non-convertible transient calls and reservation denials.
• Performs assigned duties on the daily reservations task list.
• Must be able to effectively, patiently, and professionally handle all internal and external guest situations and resolve guest challenges to guest’s satisfaction.
• Maintains a professional demeanor, attitude and appearance and follows all Wild Dunes Resort dress code standards.
• Interacts with resort staff in a polite and respectful manner.
• Acts with responsibility towards all company property, supplies and equipment.
• Up-sell whenever possible through positioning the product, utilizing sales techniques & training and gathering personal information to anticipate and cater to guests’ needs and help them make an informed decision. 
• Complete lead forms for all new reservations calls to the compliance expectation
• Make outbound calls and follow ups

Colleague is held accountable for all duties of this job and other duties as assigned.

Qualifications

Experience & Education:

• High school diploma or equivalent
• Prior hospitality experience preferred
• At least one-year customer service experience required
• Prior inbound calling experience preferred

Job Requirements:

• Must be authorized to work in the United States
• Must have excellent phone etiquette
• Must be able to read, write and speak English
• Must have strong computer skills
• Must have strong working knowledge of Microsoft Office programs
• Must be able to work well under pressure
• Must be able to accurately follow instructions, both verbally and written
• Must be highly detailed orientated
• Must be able to work in a fast-paced environment
• Must have excellent listening skills
• Must possesses excellent communication skills
• Must be professional in appearance and demeanor
• Must always ensure a teamwork environment
• Ability to work a flexible schedule that may include evenings, weekends and holidays
• Must have the ability to deal effectively and interact well with the guests and Colleagues
• Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
• Must have a passion for creating an exceptional experience for all guests

Working Conditions:

• Must be able to sit for long periods of time
• Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently.

The physical demands described here are representative of those that must be met by a Colleague to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description in no way states or implies that these are the only duties to be performed by this Colleague.  He or she will be required to follow other instructions and perform other work-related duties requested by his or her supervisor.