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Hyatt Areas Reservations Sales Coach in TUCSON, Arizona

Description:

Position Summary

The Area Reservation Sales Coach is responsible for developing and maintaining a culture of revenue optimization by working with key stakeholders to promote meaningful connections with every guest contact and each colleague interaction.

Essential Functions

  1. Oversees Monthly Call Scoring and Coaching program- making revisions when needed and ensuring it is completed monthly.

  2. Five (5) Reservations and five (5) Experience Planning Calls per agent per month with minimum of 1 coaching session

  3. If noted trends and developmental concerns, additional coaching sessions per agent as needed

  4. Co-Owns departmental “stacked ranking” report: updated weekly and presented monthly with an action plan for those in the bottom 10% and top 10% with Area Reservations Trainer.

  5. Identifies trends and sends regular feedback to constantly improve training and onboarding process

  6. Will work as an agent 20% of your schedule with a keen eye on reservation service levels.

  7. Coach is seen as reservations leadership and is responsible for maintaining primary KPIs by acting as an agent to achieve:

  8. Department abandonment below 5%

  9. Department conversion above 30%

  10. Same day email response

  11. Be present and contribute to weekly Reservations Leadership meeting.

  12. Thoughtfully schedules coaching sessions and trainings that impact Reservations Sales operations minimally.

  13. Possible Travel – 10 – 25% to sister properties depending on need.

  14. Other duties and responsibilities as assigned

Qualifications:

Qualifications

  • Minimum of 2 years’ experience in Reservation Sales or Learning and Development.

  • Advanced technology proficiency with thorough working knowledge of MS Office, Webcams and Virtual Meeting software (ideally Teams)

  • Exceptional verbal and written communication skills with ability to skillfully articulate resort information to guests and new agents.

  • Previous experience in reservation sales is preferred.

  • Previous experience in using NAVIS is preferred.

  • Exceptional time management, detail and organizational skills.

  • Must be a strong compassionate leader with a self-sacrificing personality along with calm demeanor when working with colleagues as well as guests.

  • Professional demeanor with exceptional verbal, written and electronic communication skills.

  • Must be completely flexible and be able to work weekdays, weekends, mid shifts, nights and holidays.

Primary Location: US-AZ-Tucson

Organization: Miraval Arizona Resort and Spa

Pay Basis: Yearly

Job Level: Full-time

Job: Reservations

Req ID: TUC000894

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

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