Reservations Sales Agent

Job Description

Job Description

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.

• 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.

• 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.

• Excellent verbal communication skills. 
• Ability to communicate and work well with fellow employees. 
• Excellent organization skills and time management skills are required. 
• Ability to manage multiple tasks effectively.
• Ability to apply common sense 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.  
• Ability to communicate and work well with fellow employees and other departments. 
• Maintain a presentable appearance, behavior, and manner at all times.

• While performing the duties of this job, the employee will be sitting for extended periods of time answering and sending emails and calls. 
• May regularly stand, walk, and talk. 
• The employee is frequently required to use hands to grab, move, lift, or feel objects, and use telephone and copier machine