Sales Experience Consultant (Full-Time)

Basic Job Function: The Travel Advisor Consultant (TAC) is a sales professional responsible for managing travel agent reservations for: The Cloister, The Lodge, The Inn, and Cottage Rentals. The TAC is expert in their knowledge of travel agent promotions, commission processes, room types, and resort information.

The TAC must maintain a close working relationship with key Travel Agents, the VIP Team, and the Travel Agent Sales Team. The TAC will serve as the first point of contact for all travel agent reservations. For select premier travel agents and high-profile clients, the TAC will introduce the agent to the VIP Team for planning, on-site management and/or issue resolution. 

The TAC is fully trained as a reservations sales consultant and is able to book dining, activities, spa, and all other verticals. The TAC is responsible for maintaining profile integrity for Travel Agents and their guests in both Opera and Resort Suite.  

The TAC must provide outstanding, proactive, and personalized customer service in accordance with Forbes Five-Star standards.

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

Minimum Requirements:

• Minimum Two (2) years’ experience in a related field, including: hospitality, travel agent, 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:

• Efficiently and accurately make, modify and/or cancel 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 reservations for all restaurants and activities, including: Golf, Spa, Children's Camp, Nature Activities, and more
• Be the contact name given to Travel Agents by the Travel Agent Sales Team
• Assist Senior Sales Manager – Travel Agents with travel agent logistics including research, site tours, pre and post visit communication, payment of commissions, and attending trade shows
• Send weekly pre-arrival emails to travel agents with arriving clients, to include the TWASI and/or Planning Guide, confirmation numbers, and expected commission amount.
• Assist Accounts Payable with the processing and payment of travel agent commissions, as needed
• Monitor travel agent promotions, in conjunction with revenue management team, to ensure effective communication of various offers to the SINC team and Travel Agents
• Introduce travel agents to the on-site VIP Team for specialty requests
• Coordinate a smooth handoff to the VIP Team for high profile travel agent clients
• Schedule amenities for travel agent clients, as needed
• Send client itineraries to travel agents, as needed
• Refer requests for Travel Agent familiarity visits to the Seniors Sales Manager – Travel Agents
• Setup new Travel Agent’s within Opera using a valid IATA number and contact information and submit necessary documents to Accounts Payable
• Be informed of travel agent contract expiration dates and any travel agent advertising opportunities that arise and alert Senior Sales Manager – Travel Agents
• Manage multiple reservation software, including: Resort Suite, Res Diary, Opera and NAVIS
• Receive and monitor a high volume of incoming telephone calls and emails promptly and politely, demonstrating proper phone/email 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, members and Travel Agents in a professional manner, through phone and email
• Work with all resort departments to maintain maximum rapport and open communication channels to anticipate and satisfy group guest needs and demands
• Act to solve group guest problems coordinating necessary efforts through the appropriate departments and consistently follow-up with guests to ensure proper actions and responses have been received
• Escalate any conflicts involving travel agents or travel agent clients to appropriate on-site managers, including the Senior Sales Manager – Travel Agents and/or VIP Team
• Monitor and 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
• 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