Guest Experience Reservations Specialist

PGA National Resort & Spa; Florida; On-site; USD 19,000 - 26,000; Full time

Benefits offered by this job

Incentive plan

Job summary

PGA National Resort & Spa is seeking a Reservation Call Center Agent in Palm Beach Gardens, FL. You will handle guest inquiries about resort amenities, rooms, dining, and tee times, while applying sales techniques to upsell services.

You’ll complete training and use systems to manage bookings, information, and guest preferences, aiming to meet revenue and quality targets. Weekend and holiday coverage may be required, with an opportunity to earn incentives.

Qualifications

• High school diploma or equivalent required.
• Hospitality or call center experience in a fast-paced, high-volume, service environment.
• Strong customer service experience required.
• Candidate must have the ability to speak, read, and write English fluently; bilingual is a plus.

Responsibilities

• Answer incoming phone calls and assist guests with inquiries regarding resort, spa, and tee time offerings.
• Complete initial and ongoing training programs required.
• Provide information about local features, such as shopping, dining, nightlife, and recreational destinations.
• Apply professional sales techniques using approved conversation flow guidelines.
• Maintain current knowledge of all resort and spa offerings and hours of operation.
• Upsell resort rooms and spa services.
• Coordinate with other departments to ensure a Championship Experience for all guests.
• Maintain data entry accuracy and attention to detail with systems.
• Ability to progress through various training levels.
• Meet department and individual metrics (revenue, conversion, and quality standards).
• Handle escalated or complex calls with high customer service standards.
• Know Microsoft Outlook, SynXis, Revinate, VERSA Agilisys, Book4Time, and Canary; remote systems training.

Skills

Customer Service

Communication Skills

Sales Skills

English Fluency

Teamwork

Education

High school diploma or equivalent

Hospitality or call center experience

Tools

Microsoft Outlook

SynXis

Revinate

VERSA Agilisys

Book4Time

Canary

Job description

PGA National Resort & Spa is seeking a Reservation Call Center Agent in Palm Beach Gardens, FL. You will handle guest inquiries about resort amenities, rooms, dining, and tee times, while applying sales techniques to upsell services.

You’ll complete training and use systems to manage bookings, information, and guest preferences, aiming to meet revenue and quality targets. Weekend and holiday coverage may be required, with an opportunity to earn incentives.