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RSA (Reservation Sales Associate) job description
The primary role of the Glenlaurel Reservation Sales Associate (RSA) position is to contribute to the sales growth and profitability of the company by delivering high performance sales and quality customer service through booking guest reservations on behalf of our clients. The RSA would also assist the Sales and Marketing Director in various ways.
This position gives prospective guests (primarily inbound calls) information on the property and the RSA will close the sale and get the booking. This is done through a passionate delivery of world-class service and outstanding knowledge of our property.
POSITION STATUS, HOURS & WAGE:
The position is full time (averaging 35-40 hours per week).
Available schedules may be staggered averaging 6-8 hours daily, 5 days per week.
Pay is $10.25 per hour + performance-based commissions & bonuses + an annual bonus target. On average, pay ranges from $14.00/hr to $18.00/hr, depending on your overall performance and sales abilities (top performers can significantly surpass this average range).
PLEASE NOTE: it takes, on average, about 3-6 months in the role for you to be fully-functioning and earning commissions at this level.
RESPONSIBILITIES:
Sales Performance:
Take advantage of each call by seeking the opportunity to make a reservation for our clients utilizing Rezstream best practices and fully embracing sales coaching opportunities.
Maintain a minimum conversion rate of 25%.
Call Quality:
Consistently meet client and company expectations on every call.
Consistently maintain Glenlaurel customer service expectations and client expectations by delivering an engaging interaction and friendly tone on each call.
Off-Line Activity:
Consistently maintaining productivity between calls.
Increase client product knowledge (area, specials, activities, terms, websites etc.) through self-education.
Maintain and stay current with client workshops and certifications.
Team Performance:
Build strong internal relationships by treating each team member with the same respect, courtesy, and professionalism you would an external customer, all by meeting company objectives.
Effective and positive communication with team members.
Shift punctuality and attendance; willingness to assist as needed based on business needs.
Maintain a positive attitude and the willingness to proactively assist in any project.
Regular team participation is expected.
ABOUT Glenlaurel:
Based in Rockbridge, Ohio, Glenlaurel is the leading romantic getaway in the region. Glenlaurel is focused on providing superior guest experience and maximizing call quality and closing ratios.
LOCATION OF POSITION:
On Property. The initial training period of about 4 weeks will be held at our local offices in Rockbridge, Ohio. As a result, we are only seeking local candidates from the Hocking County area and surrounding counties.
QUALIFICATIONS:
High School diploma or equivalent and/or college education.
Two (2) years of sales and customer service experience as a call center agent, contact center agent, customer service agent, sales agent, telesales agent, retail associate, etc.
If you have not worked in a call center / contact center, that's OK! We look for experience where you were working directly with a customer / client, and some degree of sales was involved. This could include roles in restaurants as servers, retail associates, hospitality, and other related positions.
Must enjoy helping people.
Hospitality experience preferred, but not required.
Language Skills:
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from clients, customers, the general public and groups of managers.
The ability to fluently read, write, and speak the English language is required.
Mathematical Skills:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
Reasoning Ability:
Ability to navigate and quickly locate information on the internet is required.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to walk, sit, and talk or hear.
The employee is occasionally required to stand; use hands to finger, handle, or feel; and reach with hands and arms.
Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
