PURPOSE OF POSITION:  Every guest’s unique stay experience begins in a customized and authentic reservations experience.  At Auberge Resorts Collection, our guests’ craft their vacations with the guidance of our knowledgeable and friendly reservations sales associates.   Our reservations sales associates are responsible for ensuring a superior guest first impression of our unique resorts by complying with Auberge Resorts Collection call quality standards while utilizing the reservations lead management system.  The reservations sales associate will be responsible for exceptional communication skills and reservations accuracy.  In addition, the reservations sales associate will be responsible for supporting the revenue management strategies which includes, but are not limited to up-selling, promotions, outbound revenue generation, and cross-selling of amenities.  The position is required to cultivate and maintain effective relationships with all associates throughout the Auberge Resorts Collection.

MANDATORY FUNCTIONS:
  • Answer all incoming calls in less than three rings in a professional and friendly demeanor following Auberge Resorts Collection call quality and brand standards.
  • Achieve monthly individual & team conversion and revenue goals.
  • Pursue Outbound Revenue Opportunities through our lead management system.
  • Keep current with all communication and hotel information.
  • Ensure appropriate guest follow up takes place in a timely and proper fashion, in accordance with the standard operating procedures.
  • Provide detailed notes and comments in the lead management system and PMS regarding guest requests to ensure a quality guest experience.
  • Assist with group rooming lists or 3rd party reservations as needed.
  • Maintain rate integrity in accordance with revenue management strategies.
  • Maintain a standard of 90% or higher on shop calls.
  • Assist in maximizing hotel room revenue and occupancy numbers
  • Participate in annual reservations sales training.
  • Adhere to the company dress code.
  • Participate in department meetings as scheduled.
  • Fulfill daily tasks on the Reservations Checklist.
  • Must be willing to work a flexible schedule, and be available to work nights, weekends and holidays. 
  • Must be a cultural ambassador and participate positively in a sales team environment.
  • All other duties as assigned.

NEEDED ATTRIBUTES:
  • Strong computer skills.
  • Must be able to sit for long periods of time.
  • Ability to work in a remote environment.
  • Must have a quiet, dedicated space, free of distractions.
  • Basic knowledge of Microsoft Office software suite.
  • Must be able to type 35 wpm
  • High school graduate or equivalent
  • People person – must possess a professional, positive presentation and strong motivation to provide exceptional customer service
  • Ability to thrive and succeed in a fast-paced, demanding work environment; must be flexible to changes in direction, routine and schedule.
  • Ability to read and comprehend complex instructions and multitask.
  • Strong verbal and written communication skills.
  • Ability to use office equipment in an effective and efficient manner.
  • Strong organizational skills.
  • Ability to work as a team player and accept assignments from multiple individuals
  • Bring “Fun” to work every day.

NOTE: A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties.  All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

 

This is a non-management position
This is a hourly positions position

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