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Reservations Sales Agent

Posted October 6, 2021

Arizona Grand Resort & Spa
Phoenix, AZ
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About This Job

Summary of Position:

The Reservation Sales Agent must handle a high volume of phone calls, manually track reports, detailing downloaded reservations from our central reservations, and ensure customer satisfaction.

Essential Functions:

  • Answer a high-volume of incoming calls for multiple properties while consistently following our call quality standards while maintaining a score of 91% or higher on monthly coaching calls.
  • Maintain an average of at least 80% in ready state on the phone per month.
  • Confirm reservations offering alternatives and suggestions when appropriate, recognizing repeat guests.
  • Achieve monthly conversion (sales) of 60% or higher.
  • Participate in department projects.
  • Keep current with all communication and departmental changes. 
  • Provide guest follow-up as requested.
  • Handle faxed and emailed inquiries in a timely manner.
  • Complete daily reservations audit.
  • Enter/Update and confirm daily wholesale & interfaced reservations.
  • Use the Property Management System to accurately note details regarding hotel guests, specifically their special needs and requests to ensure a smooth registration upon arrival at the front desk.
  • Attend and participate in monthly reservations meetings.
  • Participate in all sales training programs.
  • Participate and complete weekly resort knowledge quizzes/activities.

Qualifications:

Education: High School Diploma or GED

Experience: Prior Customer Service experience

Certificates or Licenses: N/A

Knowledge, Skills, and Abilities:

  • Ability to maintain consistency, diplomacy and tact in difficult or challenging situations.
  • Ability to make independent decisions.
  • Ability to type 35 wpm.
  • Ability to format and write business letters, reports, and summaries using proper grammar, spelling, diction, and style.
  • Ability to make quick and efficient decisions to benefit the team and guest.
  • Ability to memorize and perform Grand Expectations and AAA Diamond standards.

Personal Characteristics:

  • Behaves ethically.
  • Organized: Maintain a neat, organized work space, maintaining important documents pertinent to reservation requests.
  • Communicates effectively: Speaks and listens in a clear, thorough, and timely manner, effectively reading and writing, using the English language.
  • Professional Appearance: Exhibits an appearance appropriate for a four diamond resort (Specific grooming standards are available for review).
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About this Employer

Arizona Grand Resort & Spa

8000 South Arizona Grand Parkway
Phoenix, AZ 85044

(602) 438-9000

744 Room Resort

www.arizonagrandresort.com

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Arizona Grand Resort & Spa puts you in the midst of one of Phoenix, Arizona's most naturally beautiful places. The region's only AAA Four-Diamond all-suite hotel is ideally situated on the doorstep of 17,000 acres of South Mountain Preserve, the largest municipal park in the nation and the most visited hiking destination in the state. The resort is conveniently located just six miles from Phoenix’s Sky Harbor International Airport and features a variety of amenities including, an 18-hole golf course, 7-acre water park, 20,000 square-foot athletic club, full service spa and salon, six on-site restaurants, and much more.

Whether attending an event, making a quick getaway or taking the annual family vacation, you'll be warmly welcomed and well cared for at our luxury hotel in Phoenix, Arizona.

About the company

As a family-owned company, the mission of Classic Hotels & Resorts is to attract and retain innovative, results-driven individuals who will foster a service culture built upon our foundation of family-oriented core values. Classic Hotels & Resorts’ leaders and team members share a vision…to create A HEARTfelt Experience…BEyond Expectations, connecting with our guests emotionally and ensuring they return again and again. In order to be successful at any of our world-class properties, team members must share both our vision and our values (Helpful, Ethical, Attentive, Resourceful and Thankful). This includes possessing and demonstrating a high level of courtesy and respect for both internal and external guests, and embracing our BEyond Expectations standards. Our fun, friendly and enthusiastic associates treat every guest as if they were our only guest. A true customer focus is essential to success with our properties and our company.

Arizona Grand Resort & Spa provides equal employment opportunities (EEO) to all associates and applicants for employment without regard to ethnicity, religion, gender, sexual orientation, national origin, age, disability or genetics. In addition to federal law requirements, Arizona Grand Resort & Spa complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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