Reservations Sales Representative

Reservations Sales Representative

Herschend is seeking a skilled and engaging Reservations Sales Representative to provide a welcoming and individualized booking experience for guests at our newest hospitality venture, Dolly Parton's SongTeller Hotel, located in the heart of Downtown Nashville. The ideal candidate is passionate about hospitality, takes an innovative approach to sales initiatives and exhibits extraordinary leadership skills. The Director of Sales is an advocate for the property, passionate about community engagement and delivering exceptional experiences to their team and guests.

Inspired by Dolly Parton's epic career and trailblazing spirit, SongTeller Hotel in Nashville is as unique as the global icon herself. Dolly welcomes guests to a place where they can Love Every Moment; it is a place to unplug, to connect with loved ones and to be entertained.

The Reservation Sales Representative position bridges the gap between guest expectations and operational execution for Dolly Parton's SongTeller Hotel featuring 245 rooms, two F&B Entertainment venues, a market, and Dolly Parton's Museum, ensuring a seamless and personalized booking experience that sets the tone for a memorable stay. Beyond simply taking reservations, the representative is a skilled communicator and salespersonable to anticipate guest needs, promote the value of a SongTeller Hotel stay, and maximize revenue through strategic upselling and accurate booking practices. Their attention to detail, product knowledge, and ability to build rapport directly influence guest satisfaction and booking conversion rates. As a brand ambassador, the Reservations Sales Representative is essential to delivering selling and service excellence. To achieve success in this role, one must drive results while adhering to our Heartspitality culture.

SongTeller Hotel Nashville is more than just a place to rest your head, it's a hub of music, style, and hospitality designed the Dolly-way. Sprinkled with glamour, artistic surprises and a sense of humor - it's an experience as unforgettable as the entertainer herself. SongTeller Hotel celebrates the people, talent and setting of the destination, weaving the local music and culinary scenes together. So come experience the unique charm, and hospitality that could only be created by the iconic hostess herself!

Summary of Essential Functions & Responsibilities

• Use empowerment to ensure guest satisfaction.
• Actively sell and promote, answer questions and provide information about SongTeller Hotel, accommodations, special offers, amenities and events.
• Perform sales process to include (but not limited to): accurately completing reservations using reservations system, selling tickets for ticketed events, processing credit card transactions with strict adherence to PCI compliance, accommodating guests' requests for modifications, cancellations, refunds, exchanges and other needs per hotel policies, upselling room categories, packages, promotions and tickets to maximize revenues, follow rate strategies set forth by the revenue management team.

• Perform defined accounting procedures for hotel deposits, ticket sales and refunds, and balancing daily.
• Collect guest information accurately to support marketing database and research programs.
• Attend reservation sales training classes and customer service seminars as scheduled.
• Clean and organize work area daily to present a professional appearance.
• Comply with safety and security directives, policies and procedures.
• Follow office dress code policy.

This job description is not an "all-inclusive' list of the duties and responsibilities of this position or of the skills and abilities required to perform this position.

Qualifications

• Must be at least 18 years of age
• High School Diploma, or equivalent required
• One year ticket sales or lodging reservation experience
• Basic computer skills required; Opera Property Management System or similar a plus
• Call Center experience preferred
• Must be able to pass a typing test (25 WPM)
• Must be able to complete and pass a pre-employment background check and safety screen.
• Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees.
• Must reflect Herschend's image by being genuinely friendly and caring and by taking pride in work.
• Must be self-motivated and disciplined.
• Must be able to prioritize and complete work assignments on a timely basis.
• Must maintain strict confidentiality and judgment regarding privileged information.
• Must have professional appearance with good personal hygiene.
• Must promote and support a team work environment by cooperating and helping co-workers.
• Must be productive in a fast-paced, dynamic environment.
• Must maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays.
• Must be able to occasionally travel to nearest Herschend property for team events, meetings, or training.
• Must be sensitive to the needs of our Guests and feel empowered to act to meet their needs within company guidelines.
• Must be able to utilize effective communication, problem solving, conflict management and interpersonal skills.
• Must show appreciation of others.
• Able to get along with other employees to work out problems and resolve conflicts.
• Able to comprehend instructions and retain information.
• Ability to hear, see and speak to answer phones, direct calls, and take messages.
• Able to perform duties consistent with creating a safe and secure environment for hosts and guests.
• Able to be flexible to handle frequent changes in priorities.
• Able to add, subtract, multiply and divide with accuracy.
• Able to meet the physical demands of the job.
• Able to have mobility great enough to sit, kneel, bend, reach, twist and move about to perform tasks as assigned.
• Able to perform other functions as assigned.
• Must be able to memorize safety procedures.
• Must be able to operate phone, copier, scanner and calculator.
• Must be able to learn to operate complex computer software.
• Must be able to verbally communicate memorized information regarding products.

About Dolly Parton's SongTeller Hotel and Herschend

Dolly Parton's SongTeller Hotel is the newest hospitality venture of Herschend, the world's largest family-owned themed attractions company that's been Bringing Families Closer Together by Creating Memories Worth Repeating for seven generations. Our 12,000+ passionate employees (hosts) collectively entertain 15 million guests each year across our two-dozen wholesome family entertainment brands. Each offers distinctive experiences that inspire discovery and deliver on Herschend's commitment that every guest leaves with two things: a smile and a deeper connection with one another.

The heart of Herschend's success has long been the world-renowned hospitality that's rooted in our DNA. We call it Heartspitality. It's a unique culture that blends our ethos of Leading with Love and our purpose of Bringing Families Closer Together by Creating Memories Worth Repeating to create real impact and joy that spreads through our hosts to our guests and out into our communities.

As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feel welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.