Reservations Sales Agent

Myrtle Beach Seaside Resorts believes that our employees are the strength, vendors are the standard, homeowners are the prospect, and customers are the focus. We are committed to maintaining a safe and secure, working environment, which promotes communication, participation, and involvement. Empowered and proactive staff create memorable experiences for our guests that exceed expectations.

Summary

The following is a summary of the Reservation Sales Agent job description with specific Key Success Factors for which the position will be held accountable for.  Other Key Success Factors and/or duties may be assigned as necessary.  The Reservation Sales Agent will ensure that they are implementing training, giving the highest level of customer service to secure bookings, while staying productive while using Revinate Best Practices and MB Seaside Resort policies and procedures.

 Key Success Factors

The role requires a sales minded individual who posses the skills to sell reservations via inbound and outbound phone calls, emails and online web chats in a positive and professional sales environment.  This agent should be courteous, self motivated and detail oriented. Ability to manage sales leads a must. Knowledge of Revinate applications and Maestro a plus.

Responsibilities:

While performing the duties of the job, the Reservation Sales Agent is expected to enhance his/her performance by:

1.     Performance:

·         Conversion Goals: Meet and exceed conversion goals, striving for a 30% close conversion within the first 90 days of employment and consistently surpassing monthly targets.

·         Compliance: Maintain a 98% compliance rate with company policies and procedures to uphold the highest standards of service and operational efficiency.

·         Email Interaction: Achieve an 85% email gather rate during customer interactions, ensuring comprehensive communication and record-keeping.

·         Call Recording Accuracy: Ensure a 99% accuracy rate in call disposition recording for precise tracking and analysis of customer interactions.

2.     Reservation Handling & Tasks:

·         Manage advance deposits with precision, ensuring accurate and timely processing.

·         Answer inbound reservation sales calls and make outbound reservation sales calls. 

·         Maintain and efficiently manage waitlists to optimize the allocation of available spaces.

·         Promptly complete ResWave tasks to facilitate smooth operations.

·         Confirm reservations through outbound calls, focusing on accuracy and customer satisfaction.

·         Utilize effective communication skills to address customer inquiries and concerns.

3.     Communication Management:

·         Respond promptly to emails and voicemails, providing comprehensive and helpful information.

·         Process credit card authorization forms and check requests with accuracy and adherence to security protocols.

4.     Administrative Tasks:

·         Maintain a clean and orderly office environment to create a positive and organized workspace.

·         Adhere to proper lead generation techniques and follow-up procedures to drive sales and expand the customer base.

·         Evaluate the waitlist for each property to address vacancies resulting from cancellations.

·         Promptly complete show confirmations tasks to facilitate smooth operations.

Qualifications:

·         Flexible schedule, including nights, weekends, and holidays to be worked

·         Proven experience in a reservation sales or similar role.

·         Strong communication and interpersonal skills.

·         Basic Math skills required

·         Able to operate basic Microsoft and google suite applications with the ability to learn necessary technologies

·         Strong communication and interpersonal skills.

·         Ability to multitask in a fast-paced environment.

·         Knowledge of reservation systems and sales best practices.

·         Flexibility and adaptability to a dynamic work environment.

·         Familiarity with CRM systems and call monitoring tools.

·         Ability to adapt to changing business needs and prioritize tasks effectively

·         Performance Expectations:

o The successful candidate will consistently meet or exceed performance metrics, ensuring high-quality customer interactions, accurate record-keeping, and compliance with company policies. A proactive approach to lead generation and a commitment to maintaining a positive and organized office environment are essential.

Qualifying Agents may enjoy the following benefits:

• Weekly Pay 
• Medical insurance
• Vision, Dental, Disability, Life,  and Accident insurance
• Paid Vacation
• Bereavement leave
• 401 K/ 401 K matching 
• Referral Program

Reservations Sales Agent Employee Benefits -

• Monetized Incentive Bonuses
• Opportunity for advancement within the company
• Supplemented meals