Auberge Collection

Reservation Agent

• Create a genuine, informative, and personalized guest resort reservations experience by accurately inputting guest contact information
• Add information to guest history, including previous stay experience, special occasions, preferences, and other pertinent information
• Respond to guest inquiries regarding room reservations, availability, accommodations, pricing, and special offers
• Maintain complete knowledge of resort facilities, services, operating hours, accommodations, rates, packages, promotions, spa offerings, daily availability, events, local services, restaurants, wineries, points of interest, and directions
• Assist with and ensure effective guest challenge resolution
• Work closely with guest service team members and other departments to resolve challenges, ensure follow-through, and exceed guest expectations
• Ensure billing and financial transactions are accurately and efficiently executed for guests
• Upsell services and offerings and educate guests about resort offerings

Sales

• Answer all incoming calls in less than three rings in a professional and friendly manner following Auberge Collection call quality and brand standards
• Support shared email inboxes by sending professional, customized guest quotes and following up to ensure bookings are curated appropriately
• Achieve and exceed monthly individual and team conversion and revenue goals
• Ensure Hub occupancy coverage to maintain a call abandonment rate of 4% or less
• Resolve guest challenges and special requests by coordinating with other departments and Reservations Leadership
• Pursue outbound revenue opportunities through the lead management system
• Stay up to date with communication and hotel information
• Ensure timely and proper guest follow-up
• Maintain detailed notes and comments in the lead management system and PMS regarding guest requests
• Maintain rate integrity under revenue management strategies, including work with agents
• Collaborate with the Leisure Sales Specialist on Leisure inquiries and shared email inbox oversight
• Assist with manual entry of VIP and Marketing reservations
• Complete month-end and Deposit Ledger reconciliations as needed
• Maintain a shop-call standard of 80% or higher and share best practices with Reservation Agents
• Assist in maximizing hotel room revenue and occupancy
• Participate in reservations sales training, familiarization trips, and department meetings
• Oversee daily tasks and participate in completing the Reservations Checklist
• Perform other duties assigned by Reservations Leadership

Area Reservation Sales Supervisor

• Create a genuine, informative, and personalized guest resort reservations experience
• Accurately input guest contact information
• Add guest history information, including previous stay experience, special occasions, preferences, and other pertinent information
• Respond to guest inquiries regarding room reservations, availability, accommodations, pricing, and special offers
• Maintain complete knowledge of resort facilities, services, accommodations, rates, packages, promotions, spa offerings, daily availability, entertainment, events, directions, and local points of interest
• Assist with and ensure effective guest challenge resolution
• Work with guest service team members and other departments to resolve challenges and exceed guest expectations
• Ensure billing and financial transactions are accurately and efficiently executed
• Upsell services and offerings while educating guests about resort offerings

Reservations Sales Agent

• Create a genuine, informative, and personalized guest resort reservations experience
• Accurately input guest contact information
• Add guest-history information, including previous stay experience, special occasions, preferences, and other pertinent information
• Respond to inquiries about room reservations, availability, accommodations, pricing, and special offers
• Maintain complete knowledge of resort facilities, services, accommodations, rates, packages, promotions, spa offerings, daily availability, events, local services, restaurants, wineries, points of interest, and directions
• Assist with and ensure effective resolution of guest challenges
• Collaborate with guest service team members and other departments to resolve challenges and exceed guest expectations
• Ensure billing and financial transactions are accurate and efficient
• Upsell services and offerings while educating guests about resort offerings