Reservation Sales Specialist

3 months ago

Bedford, Canada Digby Pines Golf Resort and Spa Full time

Position Summary:
The Reservation Sales Specialist (RSS) at Intergy Applied Hospitality Solutions (IAHS) is responsible for handling all reservations, including booking, modifying, and canceling as per client requests. This role involves managing inbound and outbound calls, sales calls, lead generation, and general inquiries promptly and courteously for all current and potential clients. Days, evenings, weekend, holiday shifts.

Areas of Accountability:
The RSS is expected to provide accurate information on public and negotiated rates, property information including available amenities, and familiarize oneself with upselling tactics. Meeting sales targets while addressing client needs to the best of one’s ability is essential. Communication with the internal sales team, clients, and contracted partners, including hotels, resorts, and travel wholesalers, is crucial.

General Staff Duties:

- Approach all encounters with clients and employees in a friendly, service-oriented manner.
- Maintain regular attendance in compliance with IAHS standards, as required by scheduling.
- Maintain high standards of personal appearance and grooming, including wearing the proper business attire and nametag.
- Always comply with IAHS standards and regulations to encourage safe and efficient business operations.
- Maintain the orderliness of your workstation, company equipment, and supplies.

Key Responsibilities:

- Customer Service: Deliver exceptional customer service by actively listening to clients' accommodation needs and preferences, offering expert advice, and assisting them in the planning and booking process.
- Sales: Use your sales skills to promote and sell accommodations while exceeding sales targets.
- Telemarketing: Direct market current and potential clients via phone and internet communications, handling inbound and outbound calls, sales calls, and lead generation.
- Product Knowledge: Stay updated on the current agency portfolio, latest travel trends, destinations, and industry offerings to provide informed recommendations to clients.
- Booking: Use Reserve Suite/GDS to make reservations, create itineraries, and handle all aspects of the booking process.
- Problem-solving: Assist clients in resolving travel-related issues, ensuring a smooth and enjoyable travel experience.
- Teamwork: Collaborate with colleagues and share knowledge to provide the best options for clients.
- Manage Yourself: Work under pressure and remain self-organized at all times.
- Working Conditions and Physical/Mental Requirements:

- Long hours are sometimes required.
- Sedentary work - Exerting up to 10 pounds of force occasionally.
- Must be able to convey information and ideas clearly.
- Must be effective in handling problems, including anticipating, preventing, identifying, and solving them as necessary.
- Must have the ability to assimilate complex information from multiple sources and adjust to meet the constraints of the particular need.
- Must be effective at listening to, understanding, and clarifying concerns raised by co-workers and clients.
- Must be able to work with and understand financial information and data.

Education, Work Experience & Systems Knowledge:

- Experience within hospitality, travel, customer service, or related field preferred.
- Excellent communication skills, both verbal and written.
- Flexibility and the ability to adapt to changing customer needs and industry trends.
- Post-secondary education in hospitality, tourism, travel, or business preferred.
- High School diploma or equivalent required.
- Proficiency with PC, Windows, Office 365, GDS software, PMS software, CRM software, VoIP Phone, and other office equipment.

Diversity and Inclusion:
We are dedicated to cultivating a workplace that champions diversity, equity, and inclusion. We believe that a diverse and inclusive workforce fosters innovation, creativity, and a richer collective experience. We are committed to providing equal opportunities for all individuals, regardless of background, race, gender, sexual orientation, age, disability, or any other characteristic. Our goal is to create an environment where every team member feels valued, respected, and empowered to contribute their unique perspectives.

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