POSITION PURPOSE

To provide courteous, informative first contact with potential leisure guests, and utilize prescribed sales techniques and strategies to optimize closing efficiency, conversion, and sales revenues. The Reservations Sales Agent books and maintains reservations received via phone, email or online channels for Group, Leisure, IBT, and Timeshare Marketing Reservations.

ESSENTIAL FUNCTIONS

35% Effectively sell the properties and its amenities to potential guests over the phone with high attention to detail and accuracy at all times while demonstrating required shop caller requirements.

35% Data entry of online reservations and requests from our online travel agency partners such as (ie: Expedia, Booking.com, etc.) and reservations made via property home websites. Filing and reconciling paperwork correctly for organizational and accounting purposes. Entering and logging any other reservations received outside of the above listed channels.

15% Administrative support and data entry of timeshare marketing reservations made from Hilton Grand Vacations Club and GPR Outbound Marketing.

10% Completion of agent checklist for applicable shifts which is required on a daily basis. Logging all Call-In and abandoned reservations manually on provided tracking sheets. Any projects, reports, etc. as directed from management.

5% Attend and participate in office “line-ups” and departmental meetings as scheduled.

Specific Duties and Tasks

• Meet standard conversion and individual mystery shop standards set by department.
• Accurately and professionally acquire necessary information from the guest in order to book a reservation. Properly enter required information into the resort PMS systems.
• Maintain a high energy, upbeat dialogue with each potential guest that demonstrates an “appropriate boldness” with regard to closing the sale. Also, maintain a strong sales acumen at all times, seeking to close every sales opportunity by providing a strong rapport, accurate information in a confident voice, utilizing urgency tools and assumptive sales verbiage, maintaining control of the call, focusing on selling the experience, and strictly adhering to any other sales techniques/strategies as directed.
• Strictly adheres to a selective sales policy, weighing the value of each request before accepting it.
• Be continually aware of hotel inventory/availability, and to oversell inventory only as approved.
• Actively “up-sell” guests to increase room revenue.
• Understand and respond to all guest needs and requests in a timely and professional manner.
• Resolve all guest complaints/concerns in a diplomatic and effective manner, utilizing all available resources to satisfy the guest’s needs.
• Be completely familiar with all hotel information necessary to actively promote room sales, including current rate structures and sales strategies; current special rates and restrictions; types and locations of rooms / suites available; and services, costs, hours, and location of all hotel facilities and outlets.
• Running various reporting; daily, weekly, monthly.
• Attend periodical familiarization trips to applicable properties or departments as directed.
• Communicate with offsite and internal departments and understand how they interface with Reservations. Average % of Time (note percentages may fluctuate based on business volume and staffing)

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the resort:

• Maintain compliance of all local, state and federal laws and regulations.
• Participate in the development of short and long term financial and operational goods of the resort.
• Ensure that guest satisfaction is consistently obtained and maintained.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

Skills and Abilities

• Must be able to read and write to facilitate the communication process
• Ability to comprehend and retain direction easily
• Ability to make decisions with only general policies and procedures available for guidance
• Extremely detail oriented and hands-on
• Team player and positive attitude
• Flexible schedule and able to work opening/closing shifts and/or holidays
• Requires excellent communication skills, both verbal and written
• Demonstrate high self-confidence, energy and enthusiasm
• Must possess computer skills, including, but not limited to, Microsoft Office Applications (Word, Excel, Outlook, Powerpoint), Internet search, online booking software and yielding tools

Physical Demands

• Most work tasks are performed indoors. Temperature is moderate and controlled by resort environmental systems.
• Must be able to sit at a desk for up to 8 hours per day. Walking and standing are required the rest of the working day. This includes travelling to and from meetings and may include air travel. Length of time of these tasks may vary from day to day and task to task.
• Must be able to lift up to 15 lbs. occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, calculators, keyboards, mouse, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

QUALIFICATION STANDARDS

Education

• High School or equivalent education required. Must be able to speak, read, write and understand the primary language(s) used in the workplace.

Experience

• Customer Service experience required. At least one year of Hotel Reservations or Hotel Front Desk environment preferred but not required. Reservations and/or Call Center related discipline experience preferred.

Grooming

• All employees must maintain a neat, clean and well-groomed appearance per Grand Pacific Resorts standards.

Attendance

• Regular attendance in conformance with the standards, which may be established by Grand Pacific Resorts from time to time, is essential to the successful performance of this position. Employees with irregular attendance and/or timeliness will be subject to disciplinary action, up to and including termination of employment. Upon employment, all employees are required to fully comply with Grand Pacific Resorts rules and regulations will be subject to disciplinary action, up to and including termination of employment.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

ACKNOWLEDGEMENT

I have carefully read and understand the contents of this job description. I understand the responsibilities, requirements and duties expected of me. I understand that this is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the Grand Pacific Resorts reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed as directed by the Grand Pacific Resorts I understand that I may be required to work overtime, different shifts or hours outside the normally defined workday or workweek. I also understand that this job description does not constitute a contract of employment nor alter my status as an at-will associate. I have the right to terminate my employment at any time, with or without cause and with or without advance notice, and Grand Pacific Resorts has a similar right. Nothing in this Handbook will limit the right to terminate at-will employment. No manager, supervisor or other associate of the Company has any authority to enter into an agreement for employment for any specified period of time or to make an agreement for employment other than at-will terms. Only the Co-Presidents of the Company have the authority to make any such agreement which must be in writing.

Job Type: Full-time

Pay: $24.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Weekend availability

Work setting:

• In-person

Ability to commute/relocate:

• Princeville, HI 96722: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location

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