IHG Hotels & Resorts
Reservations Sales Coordinator - Regent Santa Monica Beach
IHG Hotels & Resorts, Santa Monica, California, United States, 90403
Reservations Sales Coordinator - Regent Santa Monica Beach
Join IHG Hotels & Resorts as a part of the Regent brand. This role will support the team at Regent Santa Monica Beach, a luxury resort with 167 opulent guest rooms and suites.
About us Regent Santa Monica Beach, part of IHG Hotels & Resorts’ luxury and lifestyle portfolio, offers 167 opulent rooms and suites featuring spa‑like bathrooms, a 10,000 sq ft Guerlain Wellness spa, four dining destinations, an outdoor pool, and a state‑of‑the‑art fitness center. The resort is located on the Pacific Ocean, overlooking the beach and providing an elegant yet modern experience.
Job Summary As a Reservations Sales Coordinator you will be an expert in providing travel advice and solutions, a critical customer touchpoint for delivering on our Regent experience. You will make creative decisions using tools and market insight to deliver on the unique travel needs of guests, thereby driving revenue and loyalty.
A little bit about your day
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 restaurants.
Probe and suggest appropriate services and room product in a short booking window.
Address a diverse customer base ranging from travel advisors and high‑net‑worth family managers to individual travelers.
Create customer loyalty and enhance the guest experience.
Capture sales from incoming reservation calls and coordinate details of each reservation.
Guide guests through all 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‑block 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 set up with correct billing requirements, traces and estimated time of arrival.
Maintain knowledge regarding handling types of reservations such as Luxury Consortia, wholesale, packages and negotiated business.
Actively promote the resort’s 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 resolve 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 – 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 – investigating complaints, taking corrective action, and communicating with the customer to ensure their satisfaction.
Maintaining relationships with travel agents and other key partners – building rapport, developing partnerships, and ensuring that the needs of these partners are met.
Ensuring that the reservations department complies with all relevant regulations – staying up to date on industry regulations and ensuring 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 English; 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 Hourly pay range:
$30.00 to $34.00 . This position is eligible for sales incentive. Pay applies to work performed at Regent Santa Monica Beach.
We offer a comprehensive package of benefits including paid time‑off, wellness and sick time, medical/dental/vision insurance, a 401k plan, complimentary parking, employee cafeteria meals, hotel discounts worldwide, and access to a wide variety of discount programs. We welcome you to bring your authentic self to our team.
Important information
The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. The pay may be modified in the future and could differ based on experience, performance, or other factors.
No amount of pay is considered wages or compensation until it is earned, vested, and determinable. Bonuses, commissions, or other forms of compensation are subject to the company’s discretion.
If you require reasonable accommodation during the application process, please click
here .
IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click
here
for our agency policy.
If you are a resident of, or applying to a job opening in, the State of Washington, please click
here
to read about applicable benefits.
Seniority level
Entry level
Employment type
Full‑time
Job function
Other
Industries
Hospitality
Referrals increase your chances of interviewing at IHG Hotels & Resorts by 2x.
#J-18808-Ljbffr
About us Regent Santa Monica Beach, part of IHG Hotels & Resorts’ luxury and lifestyle portfolio, offers 167 opulent rooms and suites featuring spa‑like bathrooms, a 10,000 sq ft Guerlain Wellness spa, four dining destinations, an outdoor pool, and a state‑of‑the‑art fitness center. The resort is located on the Pacific Ocean, overlooking the beach and providing an elegant yet modern experience.
Job Summary As a Reservations Sales Coordinator you will be an expert in providing travel advice and solutions, a critical customer touchpoint for delivering on our Regent experience. You will make creative decisions using tools and market insight to deliver on the unique travel needs of guests, thereby driving revenue and loyalty.
A little bit about your day
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 restaurants.
Probe and suggest appropriate services and room product in a short booking window.
Address a diverse customer base ranging from travel advisors and high‑net‑worth family managers to individual travelers.
Create customer loyalty and enhance the guest experience.
Capture sales from incoming reservation calls and coordinate details of each reservation.
Guide guests through all 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‑block 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 set up with correct billing requirements, traces and estimated time of arrival.
Maintain knowledge regarding handling types of reservations such as Luxury Consortia, wholesale, packages and negotiated business.
Actively promote the resort’s 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 resolve 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 – 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 – investigating complaints, taking corrective action, and communicating with the customer to ensure their satisfaction.
Maintaining relationships with travel agents and other key partners – building rapport, developing partnerships, and ensuring that the needs of these partners are met.
Ensuring that the reservations department complies with all relevant regulations – staying up to date on industry regulations and ensuring 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 English; 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 Hourly pay range:
$30.00 to $34.00 . This position is eligible for sales incentive. Pay applies to work performed at Regent Santa Monica Beach.
We offer a comprehensive package of benefits including paid time‑off, wellness and sick time, medical/dental/vision insurance, a 401k plan, complimentary parking, employee cafeteria meals, hotel discounts worldwide, and access to a wide variety of discount programs. We welcome you to bring your authentic self to our team.
Important information
The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. The pay may be modified in the future and could differ based on experience, performance, or other factors.
No amount of pay is considered wages or compensation until it is earned, vested, and determinable. Bonuses, commissions, or other forms of compensation are subject to the company’s discretion.
If you require reasonable accommodation during the application process, please click
here .
IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click
here
for our agency policy.
If you are a resident of, or applying to a job opening in, the State of Washington, please click
here
to read about applicable benefits.
Seniority level
Entry level
Employment type
Full‑time
Job function
Other
Industries
Hospitality
Referrals increase your chances of interviewing at IHG Hotels & Resorts by 2x.
#J-18808-Ljbffr