Destination Sales Agent

The Boca Raton; Boca Raton (FL); On-site; USD 42,000 - 65,000; Full time

Job summary

The Boca Raton in Boca Raton, FL seeks an outgoing reservations professional to manage elevated luxury room and amenity bookings. You will use excellent interpersonal skills to customize stays, craft itineraries, and anticipate guest needs while upholding Forbes Five Star standards.

Responsibilities include mastering hotel features, services, dining concepts, and room types; building rapport with guests; and coordinating itineraries across dining, spa, golf, and events.

Qualifications

• High school diploma or equivalent required.
• 4-year college degree preferred with emphasis on foreign languages.
• Fluent in English with strong communication and attention to detail.

Responsibilities

• Answer inbound calls with a warm greeting and respond to guest communications promptly.
• Maintain knowledge of hotel features, hours, restaurant concepts, dress code, and rooms.
• Build rapport to recommend rooms for an enhanced guest experience per standards.
• Create customized guest itineraries for stays, dining, spa, golf, and activities.
• Train with multiple departments to support busy operations.
• Handle guest complaints and disputes, acting as a resort ambassador.

Skills

Interpersonal skills

Resort knowledge

Multitasking

Education

High school diploma

College degree preferred

Tools

CRM systems

Hotel management software

Job description

Summary

The ideal candidate is an outgoing and friendly individual who is responsible for elevated luxury room and amenity reservations. Excellent interpersonal and communications skills through both voice and written communication. High attention to detail and accuracy while customizing individual guests' stays. Promptly creating and providing guests with personalized itineraries. Expert in resort accommodations as well as resort amenities including dining, spa, golf, tennis, pool and beach amenities, special events, and activities. Consistently recognizing and anticipating individual wants and needs of guests and members. Elevated knowledge of local dining, events, and activities.

Essential Functions

Job duties include, although are not limited to:

• Politely answer inbound calls with a warm and sincere greeting, answer all forms of communication from guests and members in a timely manner.
• Maintain complete knowledge of:
  • All hotel features/services, hours of operations.
  • All hotel restaurant food concepts, dress code, and ambiance.
  • All hotel room types, numbers/names, amenities, and locations.
• Build strong rapport with guests through purposeful questions to recommend rooms that ensure an enhanced experience for that individual guest in accordance with all Forbes Five Star Reservations Standards and Sequence of Service.
• Generate guest interest in the resort’s services by anticipating guests’ and members’ needs and expectations with little input from others.
• Create customized guest itineraries for all guestroom reservations, dining, and spa, golf, tennis, activities, airport transfers, special events, excursions, and more.
• Ability to prioritize, organize, and follow up efficiently.
• Ability to multitask in a high pace environment switching between calls, emails, texting, and booking through a variety of programs.
• Ability to work cohesively with guests, members, and team members in order to gain a full understanding of their needs and work to serve them effectively.
• Handles guest complaints and disputes.
• Act as a resort ambassador at all times.
• Assign guests rooms, ensuring all notes are adhered to if and when re-assigning to maximize room availability, sales, and guest satisfaction.
• Train alongside multiple departments (front office, restaurants, spa, member services, in-room dining, cabana office, fitness center, golf, tennis, and housekeeping, and room control) to understand and support busy operations.

Internal Relationships

Reports to Director of Reservations

External Relationships

Has regular contact with members and guests

Qualifications

• Selling or Influencing Others — Convincing guests to reserve guestrooms, dining, spa, golf, cabanas, and all related activities. Encouraging upgrading of previously confirmed items.
• Cultivating Personalized Luxury Experiences – Using excellent interpersonal skills with extensive resort and local knowledge to create a unique customized stay for every guest.
• Interacting with Multiple Systems — using a variety of applications (including hardware and software) to assist guests in planning their stay, entering data, processing complete itineraries by consolidating information from multiple applications.
• Communicating with Team Members Outside of the Department — Representing the Guest Experience team to every other department in the resort for follow-through; via specific communication protocols utilizing email, telephone, radio, text messages, or through other applications.
• Establishing and Maintaining Interpersonal Relationships —Developing constructive and cooperative working relationships with others and maintaining them over time.
• The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

Education/Experience Requirements

• High school diploma or equivalent required.
• 4-year college degree preferred with emphasis on foreign languages.
• Previous work experience in high pace operations, and/or telemarketing inbound sales preferred.
• Previous work experience in a luxury environment preferred.
• High proficiency in computer software such as computer programs, apps, and websites preferred.
• Must be fluent in English including strong communication skills with elevated attention to detail and accuracy.

Physical Requirements

Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs. It requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing.
In the United States, we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.