Reservations Sales Agent

Working in our Reservation Call Center are outgoing, self-motivated, organized, detail oriented, quick learners, and have positive attitudes. 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.
• Upselling resort rooms and spa services
• Coordinating with other departments in order to ensure a “Championship Experience” to 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.
• Selling gift cards.
• In this role the ideal candidate will be responsible for the group reservation process including creation of group blocks, monitoring of cut-off dates and contract terms, extensive data entry, communication with group contacts, meeting planners and provide Sales and Convention Service teams one reservations point of contact, attendance at the pre-convention meetings. 
• Knowledge of iHotelier, Ring Central, Travel Click, Visual 1 Agilisys, HMS, Delphi, IDeaS, Spa Soft and Canary 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 experience required.
• Candidate must have the ability to speak, read and write English fluently, bilingual a plus.
• Strong computer skills. Experience with Navis, Opera, Synxis and Open Course system a plus.