Company Background

For over a century, friends and family, celebrities and athletes, world travelers and locals alike, have flocked to Pebble Beach Resorts. This stunning slice of California’s Monterey Peninsula is a wondrous place that we are proud to share. Pebble Beach Company, located in Pebble Beach, California, owns and operates the world-famous Pebble Beach Resorts, including The Lodge at Pebble Beach, The Inn at Spanish Bay and Casa Palmero at Pebble Beach. The company also operates five renowned golf courses: Pebble Beach Golf Links, Spyglass Hill Golf Course, The Links at Spanish Bay, Del Monte Golf Course and The Hay.

Its other famed properties include scenic 17-Mile Drive, The Spa at Pebble Beach, Pebble Beach Golf Academy & Practice Facility and Pebble Beach Equestrian Center. It annually hosts premier events such as the Pebble Beach Concours d’Elegance, AT&T Pebble Beach Pro-Am, TaylorMade Pebble Beach Invitational, Pebble Beach Food & Wine and PURE Insurance Championship Impacting First Tee.

Job Summary:

The Reservations Sales Agent is responsible for maximizing sales to high-end luxury travelers. The Agent will employ effective selling techniques and use all available tools to help exceed the expectations of our guests by planning once in a lifetime resort experiences tailored to each of their needs. The ideal candidate is self-motivated, sales-minded, customer-focused and detail-oriented with a high degree of computer literacy. Must be willing to learn new processes and merge into a dynamic work environment.

Essential Duties & Responsibilities:

• Excel in a luxury-oriented, high-volume call center, promptly answering telephone calls and emails in a prescribed and professional manner.
• Sell world-class itineraries to luxury travelers that includes rooms, golf, dining, spa, transportation and other resort amenities.
• Ask qualified probing questions to identify customer needs, present options based on their needs, share the benefits of your recommendations and ask for the sale to maximize revenue from each guest.
• Display strong customer service, verbal and written communication skills.
• Assist customers with questions regarding their existing reservations.
• Share your resort knowledge and expertise by upselling all other resort services and provide recommendations when asked about area activities, entertainment, special events and general directions.
• Effectively manage daily correspondence and operational tasks to exceed customer expectations.
• Maintain prospective and current guest profiles in Property Management and Call Management systems ensuring adherence to policies while achieving personal Key Performance Indices (KPI’s.)
• Display effective computer literacy and familiarity with MS Office software (Outlook, Word, Excel) with the ability to quickly calculate accurate package pricing in Excel.
• Desire to be part of high growth, fast paced business.
• Other duties assigned by manager.

Communication Skills

• Must demonstrate exceptional verbal and written communication skills and possess excellent telephone etiquette.
• Ability to effectively present information and respond to questions from guests and colleagues.
• Build confidence with customers when answering questions and resolving issues related to their reservation.
• Must maintain clear and concise documentation and positive approach to conflict resolution.
• Must demonstrate willingness to continually learn new processes, and the ability to merge into a dynamic work environment.

Team Performance

• Build strong internal relationships by treating each team member with respect, courtesy and professionalism.
• Maintain a positive attitude and willingness to proactively assist in any project. Regular team participation is expected.

Off-Line Activity

• Consistently maintain productivity between calls by:

  • Increasing product knowledge through Self Education

  • Reviewing Training Materials

  • Self-score two recorded calls per week

Absolutely Required Skills:

• Always possess a positive and upbeat attitude.
• Enjoy providing professional customer service.
• Exhibit exceptional verbal and written communication skills.
• Ability to multi-task and pay close attention to detail while solving problems and making good business decisions.
• Good organizational and time management skills.
• Proficient in Microsoft Windows applications (i.e. Excel, Word and Outlook).
• Ability to perform data entry in various computer systems such as Springer-Miller Property Management System (SMS) and Navis Call Management (Navis.)
• High school diploma or equivalent experience required.

Desired Skills:

• Springer-Miller Property Management or similar property management systems.
• NAVIS Certification, Applications & Software knowledge a plus.
• Some college preferred.
• Knowledge of reservation systems preferred.
• 1-2 years of hotel/resort experience, preferably in Reservations Sales, Group Sales, Front Office or Business Development.

Physical Requirements

Ability to sit for long periods of time (Stand up desk available). Repetitive hand use.

Why work for Pebble Beach Company:

• Competitive Pay: $20.00/hour plus bonus.
• Enjoy world-class health and wellness benefits. For Full Time employees, comprehensive medical, dental, vision, and life insurance is available. In addition, our Health & Wellness Center provides employees with unlimited access to a physician and medical team to tend to you and your family’s health needs free of cost.
• Prepare for your future. You will be eligible to participate in our 401(K) retirement program. Pebble Beach Company will match $.75 for every $1 you contribute to your 401(k), up to 6% of eligible compensation. In addition, the company will contribute an amount to your 401K each quarter based on your hours worked, along with a discretionary contribution at the end of each fiscal year.
• We encourage YOU to be our guest. You will receive discounts at all Pebble Beach restaurants, retail shops, and our Forbes Five Star Spa. In addition, Hotel discounts are also available during select seasons.
• Play our world-famous golf courses! Enjoy our Employee Golf Privileges including Employee Tee Times, Tournaments, and Company Club.
• Grow your career with Pebble Beach. We provide opportunities for ongoing learning and development, as well as promotions and transfers to advance your career.
• Lunch is on us. Enjoy a complimentary meal during your shift in our Employee Dining Room.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.