Contry Reservations Agent

Description

Who we are

Our Mission is to inspire authentic and meaningful connections. Selina was born out of a desire to celebrate the nomadic lifestyle: to experience our planet’s most beautiful places, to build community, to engage with locals and fellow travelers, to work and enjoy new adventures.

What The Role Is

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.
  
  

• 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.
  
  

• Promote special packages, discounts, and upsell additional services to enhance the guest experience and maximize revenue.
• Stay informed about current promotions, events, and local attractions to provide relevant information to guests.
• Achieve sales goals based on a weekly budget.
• Knows room types available as well as their locations and layout.
• Knows selling status, rates, and benefits of all packages plans.
  
  

• Knows the credit policy of the hotel and how to code each reservation.
• Understands the hotel's policy on guaranteed reservations and no-shows.
  
  

• Ensures that files and CRM are kept up to date.
• 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
  
  

• Competitive salary
• Performance bonus
• No dress code
• Pet-friendly (as long as your pet is friendly)
• Multiple online training opportunities
• Cultural events and wellness activities at Locations. Volunteering with Selina Gives Back; because sharing is caring
• Huge Selina experience discounts on your stay, food & fun for you AND your friends & family (you can expect to become even more popular among your friends)
• Have your birthday off
• Amazing referral program with cash and global holiday packages; we know you hang out with other great people
• Extra country-specific benefits; we can tell you more during the application process