The Reservations agent will respond, modify and process all reservation requests, information and leads through different channels, including OTA and Brand.com to optimize revenue and ensure a seamless reservation process. Handling Customer related issues and service as the front line to the reservation experience.
Your responsibilities are (not limited to):
Reservation Process:
Oversee daily correspondence and respond to inquiries and reservations by mail, telephone, WhatsApp, facebook, instagram or central reservation systems referrals.
Creates and maintains reservation records by date of arrival and alphabetical listing.
Prepare letters of confirmation.
Communicate reservation information to the front desk.
Monitors advance deposit requirements.
Responsible for collecting or charging reservations when it is needed (payment process).
Processes cancellations and modifications and promptly relays this information to the front desk.
Customer Service:
Offer exceptional customer service by addressing inquiries, resolving concerns, and providing relevant information.
Support Sales with reservations requests.
Gathering information about areas of interest in order to target more clients in special seasons.
Making arrangements for clients' travel programs.
Handle customer care calls and escalate to appropriate channels when needed.
Your responsibilities are (not limited to):
Reservation Process:
Oversee daily correspondence and respond to inquiries and reservations by mail, telephone, WhatsApp, facebook, instagram or central reservation systems referrals.
Creates and maintains reservation records by date of arrival and alphabetical listing.
Prepare letters of confirmation.
Communicate reservation information to the front desk.
Monitors advance deposit requirements.
Responsible for collecting or charging reservations when it is needed (payment process).
Processes cancellations and modifications and promptly relays this information to the front desk.
Customer Service:
Offer exceptional customer service by addressing inquiries, resolving concerns, and providing relevant information.
Support Sales with reservations requests.
Gathering information about areas of interest in order to target more clients in special seasons.
Making arrangements for clients' travel programs.
Handle customer care calls and escalate to appropriate channels when needed.
Requirements:
1-2 years of experience in call center or hospitality industry
Excellent attention to small details
Intermediate-advanced Excel and Powerpoint Skills and other presentations tools
Passionate about challenges
Customer Service skills
Excellent communication skills
English and Spanish advanced
Total revenue (Rooms, Packages, Experiences)
Conversion
Guest satisfaction
Case closures
1-2 years of experience in call center or hospitality industry
Excellent attention to small details
Intermediate-advanced Excel and Powerpoint Skills and other presentations tools
Passionate about challenges
Customer Service skills
Excellent communication skills
English and Spanish advanced
Total revenue (Rooms, Packages, Experiences)
Conversion
Guest satisfaction
Case closures
This position is open to all candidates.
