Reservation Sales Agent
American Queen Steamboat Company - Memphis, TN

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The Reservation Sales Agent (RSA) position is crucial to the success of the business and is responsible for creating an outstanding first impression of the American Queen Steamboat Company and generating revenue for the organization. RSA fields nearly all inquiries for reservations with the objective of converting these calls into confirmed reservations with an emphasis on world-class customer service. RSA will qualify, gather, organize, record, and execute reservations in a professional manner with pre-defined parameters and standards (which may change) to optimize revenue for the company. Process bookings via a variety of distribution channels (online, e-mail, fax, 3rd party, voicemail, etc.) when assigned. Achieve personal and team related revenue and departmental goals. Provide correct and timely responses to guests for general information. Ensures business is accurately booked, communicated and executed to perfection with service delivery in accordance with luxury standards. RSA must follow a sales strategy, listen and communicate effectively with a wide range of callers, close the sale, and input detailed information into the reservations systems (Seaware) accurately and efficiently. Effectiveness will be evaluated frequently for consistency and adherence to performance requirements.

ESSENTIAL FUNCTIONS - the following are essential functions of the job but are not all-inclusive

Answer the phone within set number of rings, utilizing the appropriate greeting, and following the reservations' script in handling the guest inquiry

Excellent selling skills and an understanding of the sales process

Able to close a sale quickly

Strong customer development and relationship management skills

Ability to influence others to upsell products and services with excellent negotiation skills

Strong communication skills (verbal, written, listening)

Possesses confident telephone skills and etiquette

Ability to use or learn standard software applications (Seaware, ADP, MXP)

Effectively resolve guest issues that arise as a result of the sales process. Brings issues to the attention of the leadership team, as appropriate.

Ability to accurately input and access data

Must be able to prioritize, organize, document, and follow-up in a timely manner

Must be able to work cohesively with other departments and co-workers as part of a synergistic team

Convey callers with an overview of the company as well as comprehensive description of room types, amenities, and services that will fit their needs

Responsible for keeping accurate records of all reservation transactions and will be responsible for handling deposits and keeping accurate records of all deposits

Attend training class and learn both the product and related systems

Perform other duties as assigned to meet business needs as assigned by Reservations Manager or other department leaders

Adheres to all standards, policies, and procedures

Submit to and pass alcohol and drug tests as including, but not limited to, pre-employment, random, and post-accident testing

High school diploma or GED

1 year experience in a related field

Travel and/or Hospitality experience preferred

Typing skills of 40wpm

General computer experience required

Candidates should possess the right to work in the United States, as it is not the general practice of American Queen Steamboat Company to sponsor individuals for work visas

Reservation sales experience or prior work experience in an inbound sales call center preferred

Experience with Microsoft Office (Word, Excel, and Outlook) is required

Disclaimer: HMS Global Maritime and American Queen Steamboat Company (further referred to as "Company" collectively) are not accepting unsolicited assistance from search firms/employment agencies for this employment opportunity. All resumes submitted by search firms/employment agencies to any Company employee via email, the Internet or in any other form and/or method without a valid written search firm agreement in place for this position will be deemed the sole property of our Company; no fee will be paid in the event a candidate is hired by Company as a result of the unsolicited referral or through other means.


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