Reservation Agent

Summary:Working in our Reservation Call Center are outgoing, self-motivated, organized, detail oriented, quick learners, and have positive attitudes. 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 Function: Include the following. Other job duties may be assigned.

• 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.
• Upselling resort rooms and spa services
• Coordinating with other departments in order to ensure a “Championship Experience” to 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.
• Selling gift cards.
• In this role the ideal candidate will be responsible for the group reservation process including creation of group blocks, monitoring of cut-off dates and contract terms, extensive data entry, communication with group contacts, meeting planners and provide Sales and Convention Service teams one reservations point of contact, attendance at the pre-convention meetings.
• Knowledge of iHotelier, Ring Central, Travel Click, Visual 1 Agilisys, HMS, Delphi, IDeaS, Spa Soft and Canary helpful.
• A flexible schedule may be required to include weekends, holidays, and various shifts.

Qualifications

• High school diploma or equivalent required.
• Hospitality or call center experience in a fast-paced, high volume, service environment.
• Strong customer experience required.
• Candidate must have the ability to speak, read and write English fluently, bilingual a plus.
• Strong computer skills. Experience with Navis, Opera, Synxis and Open Course system a plus.

Language Skills: Excellent verbal communication skills. Ability to communicate and work well with fellow employees. Excellent communications skills, organization skills and time management required. Ability to manage multiple tasks effectively.

Reasoning Ability: Ability to apply commonsense 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.

Other Skills and Abilities: 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. Might regularly stand, walk, and talk. The employee frequently is required to use hands to grab, move, lift, or feel objects, and use telephone and copier machine

PGA National Resort is an Equal Opportunity Employer:

Minorities / Females / Veterans / Individuals with Disabilities / Sexual Orientation / Gender Identity