Basic Job Function: The Sales Experience Consultant (SEC) is a sales professional responsible for making room, dining and activity reservations at all Sea Island outlets, including: The Cloister, The Lodge, The Inn, Cottage Rentals, all restaurants, spa, and activities.

The SEC is expert in their knowledge of the resort, including days/hours of operation, dress code, room types, cottage details, deposit and cancellation policies, and other pertinent information for all resort experiences.

The SEC will employ value selling techniques with guests and members, primarily via telephone and email. Occasionally, the SEC will have face-to-face selling interactions with guests and members on property.

The SEC will have measurable goals, including: lead conversion, call volume answered, accuracy, call scoring, and quality audits. The SEC must provide outstanding customer service in accordance with Forbes Five-Star standards.

Use of Company Vehicle:  Not designated to drive a company vehicle  

Minimum Requirements:

• Minimum One (1) years’ experience in a related field, including: hospitality, sales, reservations and/or call center
• High School Diploma or equivalent credentials
• College degree preferred
• Equivalent combination of education and work experience
• Strong communication skills, both written and verbal
• Strong conflict resolution skills
• Proficient in Windows XP and Microsoft Office software applications such as: Word, Excel, PowerPoint and Outlook
• Experience with Opera, NAVIS, Resort Suite, and/or Res Diary preferred
• Minimum typing skill of 35+ wpm
• Must have ability to courteously present information to people in one-on-one and group situations
• Consistently aspires to fulfill our core Company values (Respect, Integrity, Passion, Teamwork, Accountability, Caring, Loyalty & Trust)
• Exhibits the Sea Island Five-Star Behavior Standards with guests, members and co-workers
• Must possess a positive attitude and have the ability to work with a variety of people and in cooperation with coworkers efficiently and effectively
• Must be detail oriented and able to manage competing priorities and multiple deadlines in a fast-paced environment
• Ability to easily adapt to organizational and environmental changes
• Must be flexible to working days, early mornings, evenings, weekends, and holidays
• Report to work at the scheduled time, neatly groomed and in compliance with company Dress Code Policy

Tasks/Responsibilities:

• Responsible for making, modifying, and/or cancelling all resort room, dining, and activity reservations
• Efficiently and accurately make room reservations for The Cloister, The Lodge, The Inn and Cottage Rentals, by accurately describing room types, correctly entering guest information into the reservation systems and processing payments in a timely manner
• Efficiently and accurately make reservation for all restaurants and activities, including: Golf, Spa, Children's Camp, Nature Activities, and more
• Manage multiple reservation software, including: Resort Suite, Res Diary, Opera and NAVIS
• Receive a high volume of incoming telephone calls promptly and politely, demonstrating proper phone etiquette
• Maintain a thorough knowledge of current guest services, activities, dining options, shops, local attractions, and historical information regarding Sea Island and the surrounding area to answer any questions guests may have to the best of one’s ability
• Communicate with guests and members in a professional manner, through phone and email
• Create and manage lead forms for potential reservations based on guest interactions
• Follow up on leads with outbound calls, utilizing a variety of selling techniques
• Work with all resort departments to maintain maximum rapport and open communication channels to anticipate and satisfy Member and Guest needs and demands
• Act to solve guest problems coordinating necessary efforts through the appropriate departments and consistently follow-up with guests to ensure proper actions and responses have been received
• Monitor and ensure that all guest information is input into the system accurately, completely and promptly
• Ensure guest history information is collected and utilized on all guest transactions given an accurate account of what has been discussed with the guest so operational departments can deliver or exceed the guest’s expectations
• Maintain knowledge of Forbes 5-Star Standards
• Assist with Travel Agent reservations
• Maintain confidentiality of all guest and Team Member information
• Communicate with the guests in a professional manner via phone, e-mail and in person
• Complete a Guest Problem Resolutions (GPR) form on any issues (solved or unsolved) and follow-up, as needed
• Maintains cleanliness and organization in all work areas
• Uphold appropriate departmental standards of quality/timing
• Uphold and ensure compliance with all company and departmental policies and procedures
• Report all equipment problems and maintenance issues, known safety hazards, or unsafe practices and procedures to supervisor immediately
• Attends all scheduled employee meetings and brings suggestions for improvement
• Willing and timely execution of other duties as delegated by leadership

Physical Requirements:

• Ability to sit for prolonged periods
• Ability to perform repetitive tasks with accuracy
• Ability to read, write and communicate effectively in English, both written and verbal
• Ability to maintain compliance with Sea Island’s Company Resort Professional Image Policy