Job Title: Personal Hospitality
Expert
Department: Reservation Sales
Department
SUMMARY
The Reservation Sales
Agent’s primary responsibility is to capture as many reservations as possible by
utilizing selling techniques effectively. The ideal candidate would be
courteous, self-motivated and detail-oriented.
Responsibilities
Reservation Sales Agent Tasks:
•Assist
guests by selling future reservations
•Promptly follow up with guest inquiry
leads for second chance bookings
•Answer telephone calls and emails in a
clear and professional manner
•Maintain potential and current guest profile
information
•Assist customers with questions regarding their existing
reservations
•Provide concierge services with general knowledge of the city
including restaurants and entertainment
•Strong ability to multi-task and pay
attention to detail
•Deliver the highest standard of service to all
customers
•Effectively manage daily correspondences and operational tasks to
exceed customer expectations and expand customer base
•Display effective
computer literacy and be familiar with MS Office software (Outlook, Word,
Excel). NAVIS Applications & Software knowledge a plus.
•Possess a
positive and upbeat attitude at all times
•Professional customer service
nature with a desire to exceed
•Exceptional verbal and written communication
skills
•Desire to be part of high growth, fast paced business
QUALIFICATIONS
The following list is representative
of the knowledge, skill and or/ability required for the Reservation Sales Agent
to perform each essential duty satisfactorily. Reasonable accommodations may be
made to enable individuals with disabilities to perform the essential
functions.
Education / Experience
A minimum of two years related
experience and/or training in reservation or hospitality industry. Candidates
with a strong sales background in non-hospitality related field will be
considered. NAVIS Certification a plus.
Communication Skills
Must demonstrate exceptional verbal
and written communication skills, and possess excellent telephone etiquette.
Ability to answer client’s questions and successfully resolve issues and/or
negotiate matters related to client’s account.
Ability to read, analyze, and
interpret general business contracts and write reports, business correspondence,
and procedure manuals. Ability to effectively present information and respond to
questions from managers and/or staff. Must maintain clear and concise
documentation and positive approach to conflict resolution.
Computer and Mathematical Skills
NAVIS Narrowcast and
Dashboard knowledge is preferred. Ability to calculate figures and amounts such
as discounts, interest, commissions, proportions, and percentages. Ability to
apply concepts of basic algebra and geometry. Must possess thorough knowledge of
MS Windows and Office (Word, Excel, Outlook, Explorer, etc). Ability to type
quickly and correctly using an Online Chat Feature is important.
Reasoning Ability
Ability to solve practical problems and
deal with a variety of concrete variables in situations where only limited
standardization exists. Ability to interpret a variety of instructions furnished
in written, oral, diagram, or schedule form.
Physical Demands
While performing the duties of this job,
the employee is frequently required to stand, walk, sit; use hands to finger,
handle, or feel; reach with hands and arms; and talk or hear. The employee
must occasionally lift and/or move up to 25 pounds. Specific vision abilities
required by this job include close vision, color vision, peripheral vision,
depth perception, and ability to adjust focus.
Work Environment
Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions. The
noise level in the work environment is usually moderate.
Skills Required
- At least two years of related experience and/or training in reservations or hospitality
- Strong sales background; non-hospitality sales experience may be considered
- Exceptional verbal and written communication skills
- Excellent telephone etiquette
- Ability to answer client questions and resolve or negotiate account-related matters
- Ability to read, analyze, and interpret general business contracts
- Ability to write reports, business correspondence, and procedure manuals
- Ability to present information and respond to questions from managers or staff
- Clear and concise documentation skills
- Positive approach to conflict resolution
- Knowledge of Microsoft Windows and Microsoft Office, including Word, Excel, Outlook, and Explorer
- Ability to calculate discounts, interest, commissions, proportions, and percentages
- Basic algebra and geometry skills
- Ability to type quickly and accurately using an online chat feature
- Ability to solve practical problems with limited standardization
- NAVIS Certification
- NAVIS Narrowcast and Dashboard knowledge
What We Do
The Greenbrier is a historic luxury resort in West Virginia’s Allegheny Mountains, welcoming guests since 1778. It offers guest rooms, suites, estate homes and cottages, alongside championship golf, restaurants, a spa, casino and more than 50 signature experiences. Its broad resort offerings combine upscale lodging, recreation, dining and wellness, with a service tradition it describes as a legacy of hospitality.
