The posting
SUMMARY: The primary purpose of this position is to generate revenue and room nights by upselling and converting inbound and outbound telephone inquiries into booked reservations while creating a luxury guest experience promoting all Pinehurst accommodations and amenities. QUALIFICATIONS: • Associate’s degree and a minimum of one year hospitality, sales or customer service experience; or an equivalent combination of education and experience. • Understanding of sales process. • Strong phone sales skills including listening & probing skills to focus on selling the full Pinehurst experience with high conversion. • Exceptional communication skills via voice and written communication. • Ability to perform & convert in a fast-paced environment while still delivering luxury service. • Excellent organizational and time-management skills. • Be able to project a tone that offers friendliness and excitement through the selling process. KEY RESPONSIBILITIES: • Accurately handle all incoming sales lead calls & maintain conversion standards. • Exhibit exceptional verbal and written communication skills, along with professional telephone etiquette. • Ability to collaborate with teams across the resort to curate successful luxury vacations. Page 1 Job Description Leisure Sales Coordinator • Build rapport with guests to encourage repeat visits and referrals, leveraging personal follow up and tailored recommendations • Ensure accurate and timely use of all reservation systems and guest database. Maintaining data integrity, compliance and within the Pinehurst standards. • Stay informed of current promotions, packages, and incentives to maximize guest value and booking potential, while ensuring all information provided is accurate and up to date. • Reserve appropriate tee times for all guaranteed reservations while following all guidelines for bookings to maximize revenue and tee sheets. • Become proficient with all necessary technology systems including: Versa, Agilysys Golf, Agilysys Spa, CRS, Reserve, Revinate, Teams, Microsoft Office Suite and Beekeeper. • Responsible for learning and thoroughly understanding all packages offered by Pinehurst to make the best recommendations to our guests. • Responsible for capturing all guest data for prospects and following up on prospects with outbound calls and e-mails daily. • Thoroughly understand & process reservations, check availability, enter travel agency information, enter guest profile information and make changes and corrections to all the above. • Keep leaders & revenue management informed of potential opportunities relating to lack of room and golf availability and dissatisfied guests. • Critical thinking is key to be prepared to make recommendations to our guests to ensure they have the best stay & experience, even when your recommendation is different than their request. • Verify & check your reservations booked and compliance the same day booked prior to finishing your shift to ensure accurate confirmations emailed to guests. • Stay up to date with new products, services, and updates to provide guests with the latest and most accurate information and personal recommendations. • Process credit card information accurately for deposits as well as complete guest contact information. • Trace bookings for future follow-up. Initiate outbound sales calls & emails to past guests for rebooking future business to increase our repeat guests. • Process date changes and additional golf requests for existing reservations. • Adapt to various aspects of the job, with the flexibility to handle the ever changing nature of customer inquiries and requests. SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities. LANGUAGE SKILLS: • Ability to read and comprehend simple instructions, short correspondence, and memos. • Ability to write simple correspondence. Ability to effectively present information in one on-one and small group situations to customers, clients, and other employees of the organization. MATHEMATICAL SKILLS: • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. REASONING ABILITY: • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. 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 regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. OTHER ACCOUNTABILITIES: Pinehurst, LLC reserves the right to transfer any Employee from his/her current job assignment or location to another job assignment or location as needed, either on a temporary or regular basis.
