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Reservations- Sales

Vantage Resort Realty is seeking a Reservationist with experience exceeding sales goals and desire for unlimited earning potential.  This position fulfills reservation requests by determining property availability to meet the guest’s desires.  It represents the initial impression a guest will have of Vantage Resort Realty (Vantage), - making its primary function to ensure each client is provided excellent customer service.  It is responsible for driving revenue through relationship building and efficient processes, encouraging repeated use of Vantage.

 

Position Goals and Responsibilities:

  • Provide Vantage guests with exceptional customer service through education and consistency:
    • Remain current on all properties in the Vantage portfolio, listing websites, and services currently being offered
    • Communicate with Vantage guests via phone calls and emails, actively listening to determine appropriate property, considering travel dates; financial considerations; and accommodations required
    • Maintain accurate and up-to-date guest records, detailing previous stays to provide seamless service
    • Accurately educate prospective guests on desired properties; ask lead generating questions and sell alternate properties when desired property is not available
    • Assist guests with outstanding customer service issues, proving effective and immediate resolutions
    • Direct guests to the appropriate websites containing relevant travel information
    • Adhere to Guest Call Compliance standards including:
      • Customer Service
      • Knowledge
      • Consistency    
    • Maintain scheduled 100% Phone System Logged In rate with 85% Availability
    • Reply to all email and voicemail inquiries made after-hours or during high call volume
    • Provide support to guests by displaying empathy while addressing any property concerns and send them to the appropriate contact
    • Actively participate with outbound call campaigns as requested
    • Meet or exceed monthly Reservation count, Travel Insurance and Linen Attach rates
    • Travel to Vantage markets as needed for property/location familiarization

 

  • Maintain Vantage Reservation Database, Barefoot, - ensuring the system is current and all applicable client/guests information has been entered appropriately:
    • Ensure Lodging Agreements for all reservations are returned promptly, prior to the guest's arrival, and accurately processed
    • Review Barefoot home screen daily for the following:
      • Guests balances paid in full, in accordance with VRR guidelines
      • Reservations have been properly closed out
    • Remain current on all Barefoot software updates
    • Utilize InterCoastal Net Design (ICND) Lead tracker for booking lead management

 

  • Build internal and external relationships that will drive Vantage revenue, - focusing on a shared effort to provide the guests an extraordinary vacation experience:
    • Partner with Vantage team to share guest concerns and feedback
    • Review promotions being run by both Vantage Retail and Wholesale
    • Ensure Marketing is aware of any website and/or collateral issues
    • Show properties to prospective Guests as needed

 

  • Maintain Vantage operational procedures to ensure brand standards are being met, as well as federal compliance:
    • Complete, review, and submit various reports
    • Collect payment for all services provided, including applicable fees

 

Qualifications:

To be considered for this position all candidates must have the following:

  • Associate’s Degree Hospitality and Tourism or Business Management preferred
  • 3-5 years of experience in Travel and Tourism, Sales and Marketing, or Customer Service and/or training; or equivalent combination of education and experience
  • Knowledge of Barefoot, a plus
  • Must be proficient in Microsoft Suite
  • Active Maryland Real Estate License or ability to obtain within 30 days
  • Additional state licensing may be required

 

Successful candidates will have the following:

  • Vacation Rental experience, a plus
  • Strong customer service background
  • Acute sense of urgency- ability to manage timelines and multi-task
  • Ability to proactively listen, analyze, and anticipate clients’ needs
  • Strong communication skills—Verbal and Written, and be able to speak quickly on their toes
  • Self-motivated
  • Extremely Detail Oriented

 

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