Reservations Sales Agent

 

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

 

 

PHYSICAL DEMANDS