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Activities Reservations Specialist

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Date: Dec 6, 2018

Location: Newport Beach, CA, US, 92657

Company: The Irvine Company

At The Resort at Pelican Hill, we’re proud of our accolades, but we know our employees are our most important asset. Newport Beach’s only Five-Star resort is looking to add Five-Star employees to our team of more than 1,000 hard working, outgoing and dedicated hospitality professionals. If you think you have what it takes to create personalized, memorable experiences for Pelican Hill’s discerning guests from near and far, we want to get to know you.

Position Summary:

The Activities Reservation Specialist (ARS) primary function is to respond to in bound customer service queue calls with the objective of selling and confirming activity reservations for the Resort with an emphasis on world-class customer service; Activity reservations include Golf, Spa, Dining, and all other ancillary reservations for the Resort. In addition, any room inquires or bookings will be handled by the ARS as a secondary function on an “as need” basis. ARS will qualify, gather, organize, record and execute bookings in a professional manner within pre-defined parameters and standards (which may change) to optimize revenue for the property as outlined above. Processes bookings via a variety of distribution channel means (i.e. online, fax, email, 3rd party, in-house forms, voicemail, etc.) when assigned. Achieve personal and team related revenue and departmental goals. Provide correct and timely responses to guest requests for general information regarding the resort to include, but not limited to, hours of operation, seasonal offerings, and other special events as communicated via ads, marketing and public relations. Ensures business is accurately booked, communicated and executed to perfection with service delivery in accordance with luxury standards. Effectiveness will be measured and evaluated frequently for consistency and adherence to performance requirements. ARS will assist in the communication and training of any activity related materials and operating procedures.

Job Duties:

Skills and Knowledge

 

Excellent selling skills and understanding of sales processes; can bring a sale to closure quickly at a high return rate

 

Strong customer development and relationship management skills

 

Knowledge of all TIC & Pelican Hill cultures and strategies

 

Knowledge of basic revenue management and need time strategies

 

Ability to influence others to up sell products and services with excellent negotiation skills

 

Strong communication skills (verbal, listening, writing) – possesses confident telephone skills and etiquette

 

Ability to use and/or learn standard software applications and hotel systems including Opera, Front Tee, SpaSoft, Open Table, Go Concierge, etc.

 

Ability to accurately input and access data. Must be able to prioritize, organize and follow-up in a timely manner

 

Must be able to work cohesively with other departments, co-workers as part of a synergistic team

 

 

 

Guest Satisfaction

 

Establish clear expectations for customers throughout the sales process

 

Be the benchmark example for service delivery and execution – personalize products and services

 

Transfers accurate, complete and timely information to operating departments within the resort

 

Effectively resolves guest issues that arise as a result of the sales process. Brings issues to the attention of Leadership Team as appropriate

 

Shares recommendations to eliminate guest defects and service issues

 

Knowledge of operating hours for each revenue center

 

Strong organization and problem-solving skills

 

Knowledge of resort terms and conditions

 

 

 

Other

 

Performs other duties as assigned to meet business needs as assigned by Reservations Manager or other Departmental leaders.

 

Adheres to all standards, policies, and procedures (SOPs, LSOPs, etc.)

Minimum Qualifications:

Previous customer service expereince required.

Excellent written and verbal communication skills.

Must be detail oriented, organized and possess excellent time management skills.

 

The Irvine Company is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, compensation, termination, and training, without regard to race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship status, marital status, pregnancy, age, medical condition, genetic information, military and veteran status, disability, or any other basis protected by federal, state, and local law. Reasonable accommodation is available for qualified individuals with disabilities, upon request.


Nearest Major Market: Orange County
Nearest Secondary Market: Los Angeles

Job Segment: Activities, Relationship Manager, Event Planning, Hospitality, Customer Service

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