Reservations Sales Agent

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

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Palm Beach Gardens, FL, US

POSITION OBJECTIVE

Reservation Call Center agents are outgoing, self-motivated, organized, detail-oriented, quick learners, and have a positive attitude. 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.

ESSENTIAL JOB FUNCTIONS

• 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.
• 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 (such as revenue, conversion, and quality standards).
• Ability to handle escalated or complex calls, while striving for the highest level of customer service.
• Knowledge of Microsoft Outlook, SynXis, Revinate, VERSA Agilisys, Book4Time, and Canary is helpful.
• A flexible schedule may be required to include weekends, holidays, and various shifts.

EDUCATION/EXPERIENCE

• 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.

OTHER ABILITIES

• Ability to communicate and work well with fellow employees.
• Excellent organization skills and time management skills are required.
• Ability to manage multiple tasks effectively.
• Ability to apply common sense understanding to carry out detailed written or oral instructions respectfully.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to communicate and work well with fellow employees and other departments.
• Maintain a presentable appearance, behavior, and manner at all times.

PHYSICAL DEMANDS

• While performing the duties of this job, the employee will be sitting for extended periods of time answering and sending emails and calls.
• May regularly stand, walk, and talk.
• The employee is frequently required to use hands to grab, move, lift, or feel objects, and use telephone and copier machine