Reservations Sales Specialist

Company Overview

Company Culture

Job Purpose

ESSENTIAL FUNCTIONS

Communication and Sales:

• Answer incoming telephone calls and online inquiries to handle reservation requests, utilizing high-touch customer service techniques.
• Engage clients and build rapport through an upbeat personality, positive tone of voice, and active listening skills during telephone sales interactions. 
• Compose and send professional, friendly business emails to clients that accurately convey information and present a positive company image.  Respond promptly to client inquiries and concerns, and use appropriate language and tone to build rapport and establish trust.  Ensure that all emails are free of grammatical and spelling errors and follow the company's established email etiquette guidelines.
• Maintain knowledge of all core market apartment locations, types, rates, amenities, neighborhoods, and public transit to aid in selling to your clients.
• Establish good client relationships by listening carefully and understanding their housing requirements.  Offer them available apartment options and guide them in selecting the most suitable one by assessing their eligibility, negotiating lease terms, and finalizing the deal.  Additionally, it is crucial to offer alternative apartment choices by understanding the available products and matching them with the client's needs based on the apartment's availability.  Being able to sell creatively is an essential skill in this role.
• Present reservation terms and make a case when requesting discounted rates to ownership.
• Follow up with any guest-related questions or issues to ensure guest satisfaction.
• Collaborate with the Guest Services team to schedule site tours for clients, and follow up with the client after their site tours.
• Follow established procedures when handling leads assigned to other team members in their absence, updating Salesforce with the required notes and documentation, and communicating with the lead owner.

Administrative Duties:

• Prepare lease paperwork and other administrative duties related to leases and reservations, including processing screenings and payments with the Accounts Receivable team and any special guest requests, ensuring guest reservations are updated accurately in Salesforce.
• Log all communications, including telephone calls and emails, with potential guests in Salesforce.
• Ensure accurate information across all departments and systems, including Salesforce, Oscar, and FQ Live.

Collaboration:

• Collaborate with other departments, such as Accounting, Operations, Guest Services, Sales, and ownership, to complete the reservation process and strengthen communication.
• Participate in the weekly Reservations team meetings, asking appropriate questions and sharing best practices with team members.
• Regularly attend the Sales Account Coordinator team meeting.

Other:

• Exercise discretion and judgment in performing duties and demonstrating Furnished Quarter's Core Values in all guest, vendor, and colleague interactions.
• Maintain up-to-date working knowledge of all Furnished Quarters SOPs and policies relating to your role.
• The ability to work a flexible schedule, including weekend shifts, based on business demands is a requirement for this position.

REQUIRED SKILLS & QUALIFICATIONS

• Bachelor's degree in Hospitality, Business, or a related field is highly preferred.
• High School Diploma or equivalent.
• Minimum of three years of sales experience in hospitality, apartment management, corporate housing, real estate, or a similar industry is required.
• Multi-lingual skills are highly desirable.
• Fluent in reading, writing, speaking, and understanding English to communicate effectively with management, clientele, and co-workers.
• Proficient in Microsoft applications, including Excel, Word, and MS Outlook.
• Detail-oriented and highly organized, with the ability to multitask.

PHYSICAL REQUIREMENTS