Reservations Sales Coordinator (PM) - Regent Santa Monica Beach

About us:

Regent Santa Monica Beach—an IHG Hotels & Resorts (IHG) property—lands in Santa Monica in 2024 as the first destination in the Americas. The resort will set a new standard for modern upper luxury. 

Located steps from the famed Santa Monica Pier, the resort will celebrate the beauty of unexpected harmony through contrasts, delivering inspired stays through a blend of serenity and a touch of decadence. The resort will feature sumptuous rooms and suites, along with a stunning beachfront pool deck, a destination spa, and a wellness center. Additionally, Regent Santa Monica Beach will welcome guests for unforgettable epicurean experiences, including a restaurant concept created in collaboration with an acclaimed celebrity chef as well as a high-end artisanal marketplace.

Job Summary:

As a Reservations Sales Coordinator (PM), 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:

• Sales-driven representative with acute sales acumen. 
• Previous sales experience, preferred
• 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.