You will be an integral member of the team that creates distinctively different and authentic experiences for our guests. You will warmly and enthusiastically assist guests with reservations, inquiries and cancellations, and quoting available rates to maximize room revenue. You must be engaging and able to answer questions and provide information.

• Answer incoming calls in less than three rings in a professional demeanor following resort quality standards and adhering to the Aspire Reservations Sales Funnel to achieve an 90% or higher score on all sales calls, convert the caller to a booking and generate the highest revenue possible. This includes offering and booking ancillary revenue.
• Process internal reservations requests, call backs, e-mails and faxes.
• Input reservations and revisions from direct phone bookings, SynXis (booking engine) and other third party sites into property management system in a timely manner to resort established standards.
• Provide notes and comments regarding guest stays in property management system, noting special needs and requests to ensure a smooth registration upon arrival at the front desk.
• Ensure proper booking information is recorded for each reservation and according to resort standards.
• Conduct pre-arrival calls and assist guests with any pre-arrival requests and anticipate needs for ancillary bookings.
• Conduct outbound calls to past guests to secure future reservations.
• Greet guests upon arrival if requested.
• Resolve guest complaints and requests related to room and billing issues.
• Collect and process deposits and final payments for confirmed bookings.
• Print reports and traces to audit reservations and ensure a satisfactory guest experience.
• Complete call around to competitive hotels on a weekly basis to help insure accurate rate positioning and opportunities within our market.
• Keep current with all communication and departmental changes.
• Participate in department projects.
• Attend and participate in monthly reservations meetings.
• Participate in Aspire sales training programs.
• Input rooming lists accurately per the instructions of the Group Rooms Coordinator, insuring that name spelling, billing, dates, and specific requests are accurate.
• Maintain positive relationship with travel agents and wholesalers, especially those operating locally.
• Assist in recognizing and maintaining relationships with repeat guests and top producing travel agents.
• Assist sales department when necessary and maintain communication regarding groups and special offers.
• Serve as backup to the front desk, guest relations, and call center when needed.
• Maintain a neat, clean, and safe work environment.

The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Speak English clearly with poise and confidence using correct English and a well-modulated voice.
• Listen carefully and be able to read and understand instructions, safety rules, etc.
• Write professionally with correct grammar and punctuation to correspond with clients and colleagues.
• Adequately position Terranea Resort to sell rooms and amenities.
• Use personal judgment and specializes knowledge to give information to people.
• Analyze and interpret established policies.
• Change activity frequently and cope with interruptions.
• Accept full responsibility for managing an activity.
• Able to type 35 w.p.m.

Compensation:
Base Pay Start Rate: $21

We offer a competitive benefit package for full-time, regular team members that includes: group medical, dental, vision, life, and disability benefits, as well as participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement and an employee assistance program. We also offer paid time off/sick time and are proud to offer participation in a 401(k) plan with a company match!

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