Reservations Sales Agent

Holiday InnClub Vacations

(Winter Garden, Florida)
Full Time
Job Posting Details
About Holiday InnClub Vacations
IHG's family of hotel brands has a powerful heritage that guests know and love, with hotels that are instantly recognized by millions around the world. From the first Bass brewery in 1777 to one of the world's leading hospitality companies, IHG's history is one of pioneering people and new ideas, built on a foundation of consistency, trust, innovation, caring and resolve.
Summary
The Reservations Sales Agent is responsible to provide superior customer service to all marketing package guests by verifying customer demographics and their knowledge of the details of participation, and assisting guests in booking or rescheduling their dates of travel to one of our resort sales centers as well as offering upgrades and additional nights. This position is responsible for having guests who previously purchased a package utilize the package and tour with Holiday Inn Club Vacations while they are on their vacation. This position is required to undertake a variety of special assignments as needed.
Responsibilities
* Maintain an upbeat, positive and motivated demeanor especially when interacting with Orange Lake Resort guests, coworkers, and managers. * Answer inbound /outbound calls from marketing package guests to book travel dates, offer alternative dates and locations or reschedule travel dates as necessary depending on the nature of the call. Verify all the details of participation of their marketing package. * Assist guests with inquiries relating to the package they have already purchased and information regarding their upcoming vacation. * Provide complete and accurate information to guests on every telephone call. Especially information about tour presentation, accommodations, premiums and promotions. * Handle situations with unsatisfied guests. * Assist management with special projects relating to reservations. * Ensure the privacy and security of confidential information about guests. * Disqualify guests that do not meet the qualification standards for the marketing package. * Provide guest area attraction information. * Save Packages. * Use Internet to assist guest with looking up travel arrangements. * Handle daily administrative tasks as needed, per management requests. * Answer inbound calls within 3 rings. * Educate owners with current referral offers and pricing. * Executes proper communication with all Orange Lake Resorts affiliated departments. * Maintains professionalism with sales staff, coworkers, prospective clients and owners. * Ensure all questions are answered in a professional, informative, diplomatic and correct manner. * Achieves personal and departmental written objectives as provided or determined throughout the year. * Must be able to maintain or exceed the agent weekly standard.
Ideal Candidate
* Minimum two years telemarketing sales experience preferably in a large call center environment. Must have excellent written and verbal communication skills. * Must be able to read/write/speak the English language, Spanish a plus. * Understand written/oral instruction, timeshare/hospitality background preferred. * Must be able to work a variable schedule based on call center needs and be enthusiastic and energetic. * Must possess basic data entry and word processing skills. * Must have the ability to look up dates, while servicing guest on the phone. * Ability to input accurate notes pertaining to guest contact and or needs. * Superior organizational and tracking skills and the ability to navigate through the Internet while on phone with the guest. **Education and/or Experience** * High School Diploma or GED equivalent. * Higher education preferred.

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