Reservations Sales Agent - Full-time

CoralTree Hospitality; Ivins (UT); On-site; USD 25,000 - 41,000; Full time

Job summary

Black Desert Resort in Southern Utah seeks a Reservations Sales Agent to create an exceptional first impression, convert inquiries into reservations, and maximize revenue through consultative selling and personalized recommendations.

This role evolves beyond processing bookings to understanding travel motives, anticipating needs, and confidently closing sales while representing the resort as a knowledgeable ambassador.

Qualifications

• Previous reservations, hospitality, luxury retail, call center, inside sales, or customer service experience preferred.
• Previous luxury hotel or resort experience strongly preferred.
• Demonstrated sales ability with confidence recommending products, upgrading experiences, and closing sales.
• Strong verbal and written communication skills with a warm, polished, and engaging communication style.

Responsibilities

• Respond to inbound reservation inquiries via telephone, email, and other channels with warmth, professionalism, and urgency.
• Convert guest inquiries into confirmed reservations using consultative selling and asking for the sale.
• Identify guest travel purpose, preferences, interests, and priorities to recommend accommodations and experiences.
• Maximize room revenue through upselling of categories, suites, packages, and length of stay.
• Promote and sell resort experiences including dining, golf, spa, recreation, and events.
• Maintain knowledge of accommodations, rates, packages, amenities, restaurants, golf, spa, and programming.
• Create, modify, and cancel reservations; document guest profiles, preferences, and payment details.
• Explain rates, deposits, cancellations, and terms clearly; personalize interactions for special occasions.
• Meet sales, conversion, revenue, quality, and productivity targets; participate in coaching and training.
• Collaborate with Front Office, Concierge, Revenue, and other departments to fulfill guest requests.

Skills

Reservations experience

Hospitality experience

Luxury retail experience

Call center experience

Inside sales experience

Customer service experience

Communication skills

Tools

Hotel PMS

Central Reservations

CRM

Job description

Overview

Black Desert Resort, located among the dramatic red rocks and lava fields of Southern Utah, is an ultra-premium destination offering luxury accommodations, championship golf, exceptional dining, spa and wellness experiences, outdoor recreation, and curated resort programming.

Job Summary

The Reservations Sales Agent is responsible for creating an exceptional first impression of Black Desert Resort while converting guest inquiries into reservations and maximizing revenue through consultative selling, upselling, and personalized recommendations.

This position is an evolution of the traditional Reservations Agent role, with an increased focus on sales performance, revenue generation, resort knowledge, and experience curation. Reservations Sales Agents are expected to move beyond simply processing reservations by understanding each guest's reason for travel, anticipating their needs, recommending the appropriate accommodations and experiences, and confidently closing the sale.

The Reservations Sales Agent serves as a knowledgeable resort ambassador, connecting guests with accommodations, dining, golf, spa, recreation, and other resort experiences while delivering warm, effortless, and personalized hospitality throughout the booking process.

Job Specifications

Onsite: Black Desert Resort

Shift & Schedule Availability: Year-Round / Full-Time

Compensation: $18.00 per hour base wage plus incentive opportunities, with total hourly earnings of up to $30.00 per hour based on qualifying sales performance and the terms of the Reservations Sales Incentive Program.

Why Join Us

• Serve as one of the first ambassadors guests encounter when discovering Black Desert Resort.
• Earn additional compensation through the Reservations Sales Incentive Program based on qualifying sales performance.
• Comprehensive benefits for eligible associates including health insurance, 401(k) with company match, employee dining, resort discounts, and other applicable benefits.
• Opportunities for professional development and advancement within Reservations, Revenue, Sales, Rooms, and resort operations.

Responsibilities

Key Responsibilities Including But Not Limited To

• Respond to inbound reservation inquiries by telephone, email, and other communication channels with warmth, professionalism, and urgency.
• Convert guest inquiries into confirmed reservations by utilizing consultative selling techniques and confidently asking for the sale.
• Identify each guest's travel purpose, preferences, interests, and priorities to recommend accommodations and experiences that best meet their needs.
• Maximize room revenue through strategic upselling of room categories, suites, premium accommodations, packages, length of stay, and other qualifying opportunities.
• Promote and sell resort experiences including dining, golf, spa, recreation, transportation, special events, packages, and programming when appropriate.
• Maintain comprehensive knowledge of resort accommodations, room categories, rates, packages, promotions, amenities, restaurants, golf, spa, recreation, and resort programming.
• Accurately create, modify, and cancel reservations while ensuring guest profiles, preferences, special requests, payment information, and reservation details are properly documented.
• Explain rates, deposits, cancellation policies, packages, resort offerings, and reservation terms clearly and accurately.
• Personalize guest interactions by recognizing opportunities to celebrate birthdays, anniversaries, special occasions, and other meaningful travel moments.
• Meet established sales, conversion, revenue, quality, and productivity expectations.
• Participate in ongoing sales coaching, call reviews, training, resort familiarization, and product knowledge development.
• Maintain accurate documentation required for incentive compensation and follow all Reservations Sales Incentive Program requirements.
• Collaborate with Front Office, Concierge, Revenue Management, Sales, Golf, Spa, Food & Beverage, Recreation, and other resort departments to fulfill guest requests and ensure seamless arrival experiences.
• Resolve reservation concerns professionally and escalates complex guest or system issues when appropriate.
• Protect guest privacy and payment information while following all resort security, PCI, and reservation procedures.
• Perform other duties as assigned.

Qualifications

Preferred Qualifications and Skills

• Previous reservations, hospitality, luxury retail, call center, inside sales, or customer service experience preferred.
• Previous luxury hotel or resort experience strongly preferred.
• Demonstrated sales ability with confidence recommending products, upgrading experiences, and closing sales.
• Strong verbal and written communication skills with a warm, polished, and engaging communication style.
• Genuine interest in learning the complete Black Desert Resort experience and sharing that knowledge with guests.
• Strong listening skills with the ability to uncover guest needs and personalize recommendations.
• Ability to balance sales performance with authentic hospitality and guest trust.
• Strong attention to detail and ability to accurately manage reservation and payment information.
• Ability to multitask across reservation systems, guest profiles, email, telephone, and resort information resources.
• Experience with hotel property management, central reservations, CRM, or related hospitality systems preferred.
• Ability to remain composed, professional, and solutions-focused during high call volumes and challenging guest interactions.
• Strong teamwork, reliability, accountability, and willingness to receive coaching and feedback.
• Ability to consistently meet established performance and quality standards.

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