Overview of the role
The Reservation Sales Agent will assist prospective guests with planning and booking their next stay at one of our hotel or resort properties. This person will provide exceptional service and educate our guests on all aspects of Mainsail Lodging & Development. This will be a hybrid position that is based out of our Tampa Home office, with some days in office and some worked remote. Training will be done fully in the office. Our reservation office is open 7 days a week, and candidates must be flexible to work a 5-day schedule not excluding Saturday and Sunday within the office hours.
What you have
Highschool diploma or equivalent degree
6 months experience in hotel or reservations setting
Excellent working knowledge of excel software
Strong communication skills, both verbal and written
Ability to multitask and work in a fast paced environment
Excellent phone and email etiquette
Experience collaborating and working with members of different teams within an organization
Experience with Microsoft applications
Preferred experience with MARSHA, Opera, Lightspeed, and Escapia PMS
A sense of ownership in everything you do, and ability to take initiative
What you’ll do
Determine the guest’s needs and provide detailed hotel and vacation rental benefits and features.
Identify and resolve customer service issues. Use all resources provided as well as communicating with internal staff to ensure that guest issues are resolved or directed to the appropriate resource
Meet or exceed expected performance standards. To include quality assurance measured goals via Navis CRM
Provide excellent customer care while exceeding expectations
Utilize solid judgment, product knowledge, technical knowledge, problem solving, and customer service skills to ensure that service and fulfillment of contractual requirements are achieved and maintained
Align with Sales to provide supporting service
Book the highest revenue possible while meeting the needs of our guests and the goals of the company
Maintain knowledge property offerings and resort familiarity
Participate in ongoing training and stay abreast of updates related to various programs and processes, organizing and keeping all resources available for efficient reference
Other necessary duties as reasonably assigned by manager
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Mainsail is an Equal Opportunity Employer and it does not discriminate on the basis of actual or perceived race, color, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity expression (including transgender status), sexual orientation, marital status, parental status, military service and veteran status, political affiliation, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.