Reservation Sales Agent - The Resort at Pelican Hill

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 Reservation Sales Agent (RSA) responds to in bound customer service queue calls with the objective of selling and confirming room and other offerings (e.g., spa, golf, food and beverage, depending on the property) with an emphasis on world-class customer service. RSA 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 property to include, but not limited to, room packages, 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 hotel/resort standards. Effectiveness will be measured and evaluated frequently for consistency and adherence to performance requirements.

Job Duties:

  • 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 hotel/resort.
  • Effectively resolves guest issues that arise as a result of the sales process. Brings issues to the attention of Leadership Team as appropriate.
  • Share recommendations to eliminate guest defects and service issues.
  • Maintain knowledge of operating hours for each revenue center. 
  • Demonstrate strong organization and problem-solving skills.
  • Maintain knowledge of hotel/resort terms and conditions.
  • Use strong communication skills (verbal, listening, writing); utilize confident telephone skills and etiquette.
  • Maintain a broad understanding of the property and events to act as a Resort Knowledge Expert and sell a memorable experience to guests in all capacities.
  •  Work cohesively with other departments and co-workers as part of a synergistic team.
  • Adhere to all standards, policies, and procedures.
  • Perform other duties as assigned to meet business needs as assigned.

Minimum Qualifications:

  • High School Diploma or equivalent
  • 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 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 reservations software
  • 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
  • Ability to work a varied schedule including, days, nights, weekends, and holidays

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.