Reservations Sales Agent

Job Description
Job Description
POSITION OBJECTIVE
Reservation Call Center agents are outgoing, self-motivated, organized, detail-oriented, quick learners, and have a positive attitude. They assist our guests with planning their entire visit by promoting all PGA National Resort offerings. Answering guest inquiries regarding various resort amenities-guest rooms, dining, spa services. Additionally, the Agents have the opportunity to participate in a lucrative incentive plan.

ESSENTIAL JOB FUNCTIONS
Answering incoming phone calls and assisting guests with any inquiries regarding resort, spa, and tee time offerings. Complete initial and ongoing training programs required. Providing information about local features, such as shopping, dining, nightlife, and recreational destinations. Apply professional sales techniques using approved conversation flow guidelines. Maintaining current knowledge of all resort and spa offerings and hours of operation.

Upsell resort rooms and spa services
Coordinate with other departments to ensure a “Championship Experience” for all guests. Maintain data entry accuracy and attention to detail with systems. Ability to progress through various training levels. Meet department and individual metrics (such as revenue, conversion, and quality standards). Ability to handle escalated or complex calls, while striving for the highest level of customer service. Knowledge of Microsoft Outlook, SynXis, Revinate, VERSA Agilisys, Book4Time, and Canary is helpful.

A flexible schedule may be required to include weekends, holidays, and various shifts. EDUCATION/EXPERIENCE
High school diploma or equivalent required. Hospitality or call center experience in a fast-paced, high-volume, service environment. Strong customer service experience required. Candidate must have the ability to speak, read, and write English fluently; bilingual is a plus. OTHER ABILITIES
Excellent verbal communication skills. Ability to communicate and work well with fellow employees. Excellent organization skills and time management skills are required.

Ability to manage multiple tasks effectively. Ability to apply common sense understanding to carry out detailed written or oral instructions respectfully. Ability to deal with problems involving a few concrete variables in standardized situations. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to communicate and work well with fellow employees and other departments. Maintain a presentable appearance, behavior, and manner at all times.

PHYSICAL DEMANDS
While performing the duties of this job, the employee will be sitting for extended periods of time answering and sending emails and calls. May regularly stand, walk, and talk. The employee is frequently required to use hands to grab, move, lift, or feel objects, and use telephone and copier machine