Contry Reservations Agent

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.

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.

Revenue Optimization

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.

Comply with policies

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

System Management:

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

What can you expect

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