Sales Experience Consultant - Sales and Information Center (Full Time) Starting at $18.00/hr
Job Category: Sales
Requisition Number: SALES006700
Posted: November 21, 2023
Location: 720 Coquina Drive, St. Simons Island, GA 31522, USA
Basic Job Function: The Sales Experience Consultant (SEC) is a sales professional responsible for making room, dining, and activity reservations at all Sea Island outlets, including: The Cloister, The Lodge, The Inn, Cottage Rentals, all restaurants, spa, and activities.
The SEC is expert in their knowledge of the resort, including days/hours of operation, dress code, room types, cottage details, deposit and cancellation policies, and other pertinent information for all resort experiences.
The SEC will employ value selling techniques with guests and members, primarily via telephone and email. Occasionally, the SEC will have face-to-face selling interactions with guests and members on property.
The SEC will have measurable goals, including: lead conversion, call volume answered, accuracy, call scoring, and quality audits. The SEC must provide outstanding customer service in accordance with Forbes Five-Star standards.
Use of Company Vehicle: Not designated to drive a company vehicle
- Minimum One (1) years’ experience in a related field, including: hospitality, sales, reservations and/or call center
- High School Diploma or equivalent credentials
- Strong communication skills, both written and verbal
- Proficient in Windows XP and Microsoft Office software applications such as: Word, Excel, PowerPoint and Outlook
- Experience with Opera, NAVIS, Resort Suite, and/or Res Diary preferred
- Minimum typing skill of 35+ wpm
- Must have ability to courteously present information to people in one-on-one and group situations
- Must be detail oriented and able to manage competing priorities and multiple deadlines in a fast-paced environment
- Must be flexible to working days, early mornings, evenings, weekends, and holidays
Tasks/Responsibilities:
- Responsible for making, modifying, and/or cancelling all resort room, dining, and activity reservations
- Efficiently and accurately make room reservations for The Cloister, The Lodge, The Inn and Cottage Rentals
- Efficiently and accurately make reservation for all restaurants and activities
- Manage multiple reservation software, including: Resort Suite, Res Diary, Opera and NAVIS
- Receive a high volume of incoming telephone calls promptly and politely
- Maintain a thorough knowledge of current guest services, activities, dining options, and local attractions
- Communicate with guests and members in a professional manner
- Create and manage lead forms for potential reservations based on guest interactions
- Follow up on leads with outbound calls
- Work with all resort departments to maintain maximum rapport and open communication
- Act to solve guest problems coordinating necessary efforts through the appropriate departments
- Ensure guest history information is collected and utilized on all transactions
- Maintain knowledge of Forbes 5-Star Standards
- Assist with Travel Agent reservations
- Maintain confidentiality of all guest and Team Member information
- Complete a Guest Problem Resolutions (GPR) form on any issues
- Uphold appropriate departmental standards of quality/timing
- Report all equipment problems and maintenance issues to supervisor
- Attends all scheduled employee meetings and brings suggestions for improvement
Physical Requirements:
- Ability to sit for prolonged periods
- Ability to read, write and communicate effectively in English
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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