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Reservations Sales Coordinator - Regent Santa Monica Beach

2482x804-حجوزات الفنادق
2482x804-حجوزات الفنادق
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Hotel Brand: Regent
Location: United States, California, Santa Monica

الفندق: شاطئ سانتا مونيكا (SMOOA)، 1700 Ocean Avenue، 90401

رقم الوظيفة: 131530

About us:

Regent Santa Monica Beach, part of IHG Hotels & Resorts’ luxury and lifestyle portfolio, presents a new era of indulgence offering 167 opulent guest rooms and suites. Introduced at a generous 720 square feet, rooms feature spa-like and luxurious bathrooms complete with a soaking tub, walk-in rain shower, double vanity and Perricone MD products, alongside thoughtful mementos through distinct Regent hallmarks. 

Poised along a coveted coastline overlooking the Pacific Ocean, the resort celebrates the allure of unexpected harmony through contrasts, delivering inspired stays with a seamless blend of timeless elegance and modern luxury. Regent Santa Monica Beach is home to four dining destinations, each offering unique epicurean discoveries. Orla and Orla Bar by James Beard Award-winning chef Michael Mina brings the peerless charm and boundless flavor of the Mediterranean to Southern California, while the poolside Azure Bar presents elevated poolside dining and creative cocktails. Sweet July Café debuts in collaboration with Ayesha Curry with exclusive menu items and a curated selection of beloved coffee and tea beverages. The beachfront oasis also boasts a 10,000 square feet Guerlain Wellness spa, outdoor pool (Azure Pool), The Regent Boutique, and state-of-the-art Fitness Center. The opening of Regent Santa Monica Beach marks a historic return of the brand to Los Angeles and represents the Americas flagship. For more information visit RegentSantaMonicaBeach.com. 

Job Summary:

As a Reservations Sales Coordinator, you will be an expert in providing travel advice and solutions. A critical customer touch point for delivering on our Regent experience. Empowered to make creative decisions using tools and market insight that will deliver on the unique travel needs of our guests, to drive revenue and customer loyalty. 

A little bit about your day:

Reporting to the Reservations Manager, every day is different, but you’ll mostly:

  • Promote Regent’s service philosophy and style through our people attributes.
  • Adhere to Regent Santa Monica Beach's standards in job performance and retail policies.
  • Sell luxury sleeping accommodations, wellness services, and the restaurant.
  • Probing and suggesting the appropriate services and room product in a short booking window.
  • Address a diverse customer base ranging from Travel Advisors, High Net Worth family managers and individual travelers.
  • Create customer loyalty and enhance the guest experience.
  • Capture sales from incoming reservation calls and coordinate details of each reservation. 
  • Guiding guests through all their options when selecting the most suitable accommodations based on their preferences and needs.
  • Complete internal reservation forms.
  • Answer General Reservations e-mail, retrieve and distribute mail and process brochure requests.
  • Process Internal Reservations and FIT reservations.
  • Call to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations.
  • Run appropriate reports checking for special requests and hard blocking any rooms that are not hard blocked for special requests, inform Manager of any Special Attention or VIP guests.
  • Review reports to ensure all reservations are setup with correct billing requirements, traces and estimate time of arrival.
  • Maintain knowledge regarding handling types of reservations, such as Luxury Consortia, wholesale, packages and negotiated business.
  • Actively promote our resort services, packages, and special offers to potential guests.
  • Consistently meet or exceed defined performance expectations (revenue, conversion, quality, partner offers, guest satisfaction, etc.) as set by management, despite difficulties or obstacles.
  • Collaborate with other departments to ensure guest requests and preferences are met.
  • Promptly and professionally, respond to guest inquiries and resolving any issues or complaints to maintain their Regent experience.
  • Offer recommendations for local attractions, dining, and entertainment options.
  • Maintain a thorough knowledge of the resort's facilities, services, and policies.
  • Manage time effectively (including adherence to assigned schedule, attendance, break time compliance, etc.)
  • Take ownership of personal development while aligning with team priorities and company goals.
  • Communicate guest preferences, special requests, and important information to relevant colleagues.
  • Participate in regular team meetings and training sessions to enhance product knowledge and sales skills.
  • In the event that the Reservations Manager and/or Reservations and Training Supervisor are unavailable, this position will assume supervisory and training responsibilities, including, but not limited to:
    • Training and developing new reservations staff. This includes providing training on the resort's reservation system, customer service skills, and other relevant topics.
    • Monitoring and evaluating call volume and distribution of incoming calls.
    • Resolving customer complaints. This includes investigating complaints, taking corrective action, and communicating with the customer to ensure their satisfaction.
    • Maintaining relationships with travel agents and other key partners. This includes building rapport, developing partnerships, and ensuring that the needs of these partners are met.
    • Ensuring that the reservations department complies with all relevant regulations. This includes staying up-to-date on industry regulations and ensuring that the reservations department is in compliance

What we need from you:

  • Previous sales experience, within a luxury environment, preferred.
  • Sales-driven representative with acute sales acumen. 
  • High school diploma or equivalent; additional education or hospitality-related training is a plus.
  • Excellent reading, writing and oral proficiency in the English language, ability to speak multiple languages or an additional language is a plus.
  • Must possess the utmost customer service.
  • Previous call center experience in a sales capacity (non-scripted environment) or other call handling experience preferred.
  • Previous experience working in a luxury environment, preferred.
  • Exceptional communication and interpersonal skills, with a friendly and professional demeanor.
  • Exceptional customer service skills, with the ability to anticipate guest needs and provide personalized recommendations.
  • Capability in using resort’s reservation systems and other software applications.
  • Attention to detail when processing reservations and handling guest information.
  • Ability to multitask and work effectively in a fast-paced environment.
  • Flexibility to work shifts, including evenings, weekends, and holidays, as required.

What you can expect from us: 

The hourly pay range for this role is $30.00 to $33.00. This range is only applicable for jobs to be performed at Regent Santa Monica Beach. This is the pay scale we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. A colleague’s pay position within the pay range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs. This position is eligible for sales incentives. 

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Join us and you’ll become part of the global IHG family – and like all families, all our individual colleagues share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve.

IHG is an equal opportunity employer: Minorities / Females / Veterans / Disabled.

مَن نحن

لقد حققت الضيفات دخولاً كبيراً عبر أبواب فنادق ريجنت & منتجع منذ ما يقرب من نصف قرن. وُلدت مجموعة فنادقنا ومنتجعاتنا العصرية في عام 1970، وهي تضم مجموعة من الفنادق والمنتجعات الحديثة التي توفر لك إقامة هادئة ومثيرة في آنٍ واحد. هذا النوع من التجارب التي ترتقي فوق الضوضاء والسحر لأكثر المسافرين المتمرسين. دعوة إلى أكثر لحظات الحياة جمالاً. نحن العلامة التجارية الفاخرة المبتكرة الأسطورية المبتكرة التي تعيد تصوّر الضيافة العصرية من خلال إطلاق وجهات نظر جديدة في فنادق ومنتجعات مختارة بعناية. إن الزملاء في ريجنت مضيفون كرام، يتمتعون بروح جريئة وديناميكية حيث يقدمون لحظات هادفة لتقديم أعظم ما في تجربة الضيف.

لا تستوفي جميع المتطلبات تمامًا، ولكنك لا تزال تعتقد أنك ستكون مناسبًا تمامًا للوظيفة؟ لن نعرف أبدًا ما لم تضغط على زر "تطبيق". ابدأ رحلتك معنا اليوم.

معلومات مهمة:

  • نطاق الراتب المدرج هو أدنى إلى أعلى جدول رواتب نعتقد، بحسن نية، أننا سندفع مقابل هذه الوظيفة في وقت هذا الإعلان. قد ندفع في النهاية أكثر أو أقل من النطاق المعلن، وقد يتم تعديل النطاق في المستقبل. سيعتمد مركز أجر الموظف ضمن نطاق الأجور على عدة عوامل، بما في ذلك التعليم والمؤهلات والشهادات والخبرة والمهارات والأقدمية والموقع الجغرافي والأداء والأداء والمناوبة ومتطلبات السفر والمبيعات أو المقاييس القائمة على الإيرادات واحتياجات العمل أو المؤسسة.
  • No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
  • If you require reasonable accommodation during the application process, please click here.
  • لا تقبل مجموعة فنادق إنتركونتيننتال طلبات التوظيف أو الاستفسارات أو السير الذاتية غير المرغوب فيها من وكالات التوظيف أو وكالات التوظيف. يُرجى النقر هنا للاطلاع على سياسة وكالتنا.
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