Spa & Guest Experience Reservationist-Social Sales-Full Time

CULTURE:

Join a team that's been welcoming guests for more than a century. At Pinehurst our Culture is critical to delivering a consistent guest, member and employee experience. Our Purpose is, “As the Cradle of American Golf, we honor timeless traditions and inspire legendary stories, one smile, one round, one moment at a time.” Our Values are; Genuine Hospitality, Be Trustworthy, Good Stewards and Inspired Innovation. If you’re seeking a heartfelt workplace then Pinehurst is the place for you. Every role contributes to upholding our treasured culture, performs their job duties consistently and handles other job duties as assigned in our ever-changing environment.


SUMMARY:
The primary purpose of this position is to bring high energy to our high performance sales call center while selling the full Pinehurst experience to all in-bound callers; completing outbound sales calls, follow-up calls with existing reservations to assist with guests to upsell rooms, services and guest experience opportunities. The Pinehurst experience includes spa, sales calls, existing leisure and corporate guest calls, golf packages, golf tee times, dining & all other amenities.
EDUCATION AND/OR EXPERIENCE:
High School diploma or General Education Degree (GED) and a minimum of three months related experience; or an equivalent combination of education and experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Demonstrate a strong eagerness to learn new processes and seamlessly adapt to a fast-paced, dynamic work environment.
• Answer incoming Spa calls from resort guests, members, and locals, promoting and selling the Pinehurst Spa experience.
• Handle all types of incoming calls, process reservations and tee times for various leads (overnight resort stays, tee time inquiries, existing reservations, and conference reservations).
• Assist with inbound internet leads, engaging in calls, emails, and selling all aspects of Pinehurst through email inquiries.
• Continuously monitor, prioritize, and manage multiple HiJiffy chat interactions in a timely manner, providing consistent, high-quality responses.
• Make reservations for various Pinehurst amenities, including dining, golf, caddies and upselling additional services.
• Contact social guests by call and/or email prior to arrival to coordinate amenities, upsell spa treatments, caddies, dining, additional golf, etc., and confirm reservation details.
• Communicate & work closely with Reservation Sales Coordinators regarding their upcoming guest arrivals and any incomplete details or needs. Assist as needed.
• Become proficient with all necessary technology systems including: Versa, Agilysys Golf, Agilysys Spa, CRS, Reserve, Revinate, HiJiffy, Teams and Microsoft Office Suite.
• Exhibit exceptional verbal and written communication skills, along with professional telephone etiquette.
• Clearly and confidently present information and respond to questions from both guests and colleagues.
• Ensure all documentation is accurate, well-organized, and maintain a positive approach to resolving conflicts.
• Stay up to date with new products, services, and updates to provide customers with the latest and most accurate information.
• Strong multitasking skills are required to deliver fast, high-quality responses while managing various tasks simultaneously.
• Maintain a customer-centric approach with a positive attitude, handling inquiries with professionalism and empathy.
• Collaborate closely with the Carolina Dining Room, 1895 Grille, and Catering Sales teams for specialty dining requests.
• Provide support to Reservation Sales management and supervisory teams as needed.
• Adapt to various aspects of the job, with the flexibility to handle the ever-changing nature of customer inquiries and requests.

SUPERVISORY RESPONSIBILITIES:
This job has no supervisory responsibilities.
LANGUAGE SKILLS:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Must be able to communicate in a clear, distinct, and professional manner.
MATHEMATICAL SKILLS:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume.

REASONING ABILITY:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully