Our Company & Our Property
Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, residences, and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, and spas, and gracious yet unobtrusive service. With 19 hotels and resorts across three continents, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection.  Follow us on Facebook, Twitter, and Instagram: @AubergeResorts and #AlwaysAuberge.

About Primland Resort, Auberge Resorts Collection
A majestic all-season mountain retreat, Primland is located at the heart of the Blue Ridge Mountains on 12,000 expansive acres.  Primland offers luxurious accommodations, a championship golf course, exquisite farm-to-table cuisine, a serene spa and a level of outdoor adventure that is unrivaled on the east coast.  In one of the most breathtaking mountain settings, the resort boasts impressive year-round activities for the entire family, including horseback riding, fly fishing, alfresco yoga and meditation, kayaking, hiking, sporting clays, archery, stargazing in one of the largest observatories in the Eastern U.S., RTV trail riding and tennis.

Role Summary
Join our team as Reservation Sales Agent and become one of the authors of our story.  Every guest’s unique stay experience begins in a customized and authentic reservations experience.  At Primland, our guests’ craft their vacations with the guidance of our knowledgeable and friendly reservations sales agents.  This role is 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.  This role delivers excellent guest communication and reservations accuracy.  In addition, the reservations sales agent will be responsible in supporting the revenue management strategies which includes, but are not limited to: up-selling, promotions, outbound revenue generation and cross selling of amenities. 

Core Responsibilities
The key responsibilities for this position are:
  • Answer all incoming calls in less than three rings in a professional and friendly demeanor following Auberge Resorts Collection call quality, Forbes standards and brand standards.
  • This position could be remote or on property
  • Achieve monthly individual & team conversion and revenue goals.
  • Pursue Outbound Revenue Opportunities through our lead management system.
  • Accurately code reservations in the lead reservation system, follow up on leads and ensure superior guest service.
  • Oversee the accuracy of previous day booked reservations and reservations due to arrive within 3 days.
  • 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.
  • Serves as a cultural ambassador and participates positively in a sales team environment.
  • All other duties as assigned.

Required Skills and qualifications
  • Must be willing to work a flexible schedule, and be available to work nights, weekends and holidays. 
  • Strong computer skills.
  • Ability to use office equipment in an effective and efficient manner.
  • Basic knowledge of GSuite and Microsoft Office software suite.
  • Must be able to type 35 wpm
  • Must be able to sit for long periods of time.
  • 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 scheduling.
  • Ability to read and comprehend complex instructions and multitask.
  • Strong English verbal and written communication skills.
  • Strong organizational skills.
  • Ability to work as a team-player and accept assignments from multiple individuals

What Else?
At Auberge, we are passionate about our mission to be the best-loved operator of one-of-a-kind luxury properties and experiences.  We are storytellers and story-makers, delivering simple pleasures and creating unforgettable memories.  Born in Napa and inspired by the most relaxing places in the world, we prize simplicity, comfort, and beauty.  Whatever role we play in Auberge, and wherever we work, we all live by the view that our core purpose is to enrich people’s lives. 

If you feel that our approach is aligned with your own passions and beliefs, then please talk to us about becoming part of our family.

Primland Resort is an Equal Opportunity Employer, M/F/D/V. Primland Resort provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Primland Resort complies with applicable state and local laws governing non-discrimination 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.

This is a non-management position
This is a full time position

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