Description

• Must create a positive, energetic working environment by maintaining high morale and productivity.
• Implement and manage all processes related to the effective handling of inbound guest calls and outbound calls.
• Assist in creating a high performance, revenue generating team through consistent development, training and coaching of Reservations Agents and Advisors.
• Develop and leverage a team of people with unique talents and a variety of strengths to maximize effectiveness of the department statistical measurements.
• Ensure a positive pre-arrival experience for guests by accurately conveying resort and reservation information, qualifying guest needs, and ensuring precise entry of guest information into booking system.
• Prioritize tasks and handle multiple duties simultaneously while remaining highly organized with attention to detail and consistent follow-up.
• Ensures effective resolution of service issues with a proactive approach to guest and associate needs.
• Respond timely to requests for information and assistance from guests, agents and other resort employees by using good judgement when independent decisions are required.
• Assist with Reservation and Experience shared inboxes and chats from the Miraval website.
• Other duties and responsibilities as assigned.
• The above does reflect that of their home property, however since Reservations does operate as a collective at team - at times they may be asked to assist with the above tasks at their sister properties.

• Minimum of 2 years of high-end sales and customer service experiences preferably in a call center, sales/customers service and/or hospitality environment is preferred, but not required.
• Technology proficiency with thorough working knowledge of GDS, reservations software and booking systems is preferred, but not required.
• Exceptional verbal and written communication skills with ability to skillfully articulate resort information to guests and new agents.
• Previous experience in development and delivery of training information.
• Exceptional time management, detail and organizational skills.
• Professional demeanor with exceptional verbal, written and electronic communication skills.
• Must be completely flexible and be able to work weekdays, weekends, mid shifts, nights and holidays.