The Reservations Sales Associate is responsible for assisting guests with reservations and inquiries, proactively reaching out to past and current guests, and supporting the overall sales efforts of the resort. This role involves handling both inbound and outbound room sales, accurately processing reservations, and ensuring a seamless guest experience. Additionally, the associate will drive ancillary revenue by reserving golf tee times, recreation activities, and dining experiences for guests. The ideal candidate will have strong communication skills, a passion for hospitality, and a goal-oriented approach to sales.

Hybrid/Remote: Upon hire, first 30-days of training will be on-site. Following the succesful completion of training, position is eligible to be fully remote (must be based in WA state).

Salary:$19.50/hr

Full-Time Regular

All new hires are required to complete a two-week onsite onboarding and training period to familiarize themselves with resort operations, systems, and guest service expectations. To maintain a strong understanding of the resort’s offerings, you will also participate in biannual familiarization visits to the property. Additionally, you will take part in 1-2 mandatory onsite in-person trainings annually for professional development and alignment with resort standards, as well as quarterly team outings to foster collaboration and team bonding. As invited by the Reservations Leader, there may be further travel opportunities for special events or additional training to enhance your knowledge of the resort.

The Reservations Sales Associate will always conduct themselves in a professional manner with a demeanor that supports the purpose and values at Suncadia:

Connection Harmony Creativity Belonging Appreciation Joy Release

The Reservations Sales Associate shall always strive to provide exceptional service to both internal/external guests and team members. They will be responsible for exemplifying the Suncadia Culture as well as promoting Suncadia as both the Destination and Employer of Choice!

• Benefits: Full-time employees are eligible for medical, dental, vision, 401k (with a company match!) benefits, and more
• Perks: Enjoy free golf, discounts on resort retail and food & beverage, and more!
• A Balanced Life: Full-time team members are eligible for 2-weeks of PTO and holiday pay in their first year
• Travel is good for the soul: Experience destinations around the country with team member hotel discounts
• Growth: Opportunities for internal career growth and expansion
• Celebrate: Monthly team member gatherings, quarterly events, and the legendary Team Member Golf Tournament
• Be Part of the Magic: Trust us, seeing a first-time guest take in our Cascade views never gets old

*Some benefits and perks may vary based on job classification

Reservation Assistance:

· Answer incoming calls and assist guests in making reservations, focusing on qualifying their stay and understanding their needs.

· Paint a compelling picture of the resort experience, emphasizing the unique offerings and value of booking with Suncadia Resort.

· Highlight and upsell resort amenities, including accommodations, activities, dining, spa, special events, and golf, to enhance the guest's                experience and drive additional revenue.

· Provide guests with tailored recommendations, ensuring they understand the benefits of choosing Suncadia for their getaway.

· Input reservations accurately, capturing data, noting preferences, and special requests.

  Proactive Sales and Outreach:

· Proactively reach out to past and current guests to encourage repeat bookings and increase sales.

· Handle emailed and third party inquiries in a timely manner, providing clear and accurate information.

  Ancillary Revenue Sales:

· Drive ancillary revenues by reserving golf tee times, recreation activities, and dining for guests.

· Promote special events, resort activities, spa services, and special packages to enhance the guest experience and increase overall sales.

  Guest Follow-Up and Special Requests:

· Follow-up with guests in a timely manner, addressing any outstanding needs or requests.

· Provide detailed notes and comments regarding guest requests or special needs to ensure smooth registration upon arrival at the front desk.

  Sales and Goal Achievement:

· Achieve monthly reservation agent goals, contributing to overall department success.

· Participate in department projects to improve reservation processes and customer satisfaction.

· Participate in sales training programs to enhance product knowledge and selling skills.

· Potential to earn monthly incentives based on performance metrics.

  Collaboration and Communication:

· Keep current with all communication, department information, and resort updates to ensure you are well-informed and can provide accurate          information to guests.

· Attend and actively participate in monthly reservations meetings, sharing insights and staying aligned with team goals.

  Work Flexibility:

· Due to the cyclical nature of the hospitality industry, you may be required to work varying schedules, including evenings, weekends, and              holidays, to reflect business needs.

· Perform other duties as assigned.

GENERAL JOB EXPECTATIONS:

· Must be able to work well under pressure;

· Must be able to accurately follow instructions (verbally and written);

· Must possess guest facing communication skills;

· Must have excellent listening skills;

· Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner;

· Must have a passion for creating an exceptional experience for all team members and guests;

· Promotes high team member morale;

· Instills a calm, organized approach in all stressful situations;

· Respond and interact with all team members, leaders, vendors and guests in a professional manner assisting with all relevant information              requests;

· Offers warm and sincere welcome/farewell for all team members, leaders, vendors and guests of Suncadia Resort including use of name & good    eye contact with each. Be alert and Courteous at all times.

· Remain alert and maintain an up to date working knowledge of all resort amenities, events, hours of operations etc. by daily review of the Yapp    App and other communication tools;

· Up sell Suncadia Resort’s services and amenities to guests;

· Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons) and reports all safety incidents to on-duty leader.

· Team members must communicate any workplace accident/incident to a leader within 24 hours of the event;

· Follows the required procedures for handling, cleaning, disposing, or moving of objects/materials and/or the cleanup of blood, infectious materials, or body fluids containing blood in accordance with the OSHA Blood-borne Pathogen Standards. Team members not properly trained in the removal of Blood-borne Pathogens should immediately report the need for clean up to their department leadership and schedule training for future incidents;

· Acts with responsibility towards all company property, supplies and equipment;

· Maintains a professional appearance by following all Suncadia Resort standards with regard to Dress/Uniform Code, Personal Protective Equipment (PPE), Hygiene, Grooming and nametag requirements.

· High school education or GED equivalent

· Previous working knowledge of Navis and Springer Miller Reservation Systems a plus

· Previous resort, hotel, or guest service experience

· Excellent communication skills, particularly communication over the phone

· Must have computer knowledge

· You must have a reliable internet connection to perform your role. A minimum of 25Mbps upload and download speed is required to work on the    VPN. Suncadia will not reimburse or pay for internet costs.

· 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

· Ability to use office equipment in an efficient and effective manner

· Strong organizational skills

· Basic computer skills including proficiency with Microsoft Office software suite

· Ability to read and comprehend instructions and multitask

· Ability to work as a team-player and accept assignments from multiple individuals

WORKING CONDITIONS:

· Must be able to stand, walk, bend for extended periods.

· Must be able to personally lift up to 50 lbs. on a frequent basis.

· Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces and reach on a continuous basis.

· Ability to sit for long periods of time.

· Ability to work on weekends and occasional evenings

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