PURPOSE
General Reservations Agents answer phones, chats, or emails to assist customers in booking suitable hotel reservations. They accurately record customer information, and, if applicable, advise customers about available upgrades or specials that may enhance their experience. Reservations Agents help customers alter or cancel reservations, as necessary. The ideal candidate has impeccable phone and email manners, strong communication and customer service skills, and keen attention to detail. In addition, the ideal candidate has a sales mindset and assumes there is potential to close each and every call with a booking.
Responsibilities and Duties
- Field calls/contacts from Guests via voice / chat / email methods
- Represent the client and protect the client’s brand with exceptional professionalism
- Book and promote reservation services
- Answer any questions customers might have about the reservation process
- Book hotel reservations in an easy, online system
- Overcome booking objections, assume, and close the booking
- Follow the approved call/sales flow to meet department sales metrics
- Understand the sales opportunity on each call and meet conversion sales metrics
- Use standard technology: Soft-phones, e-mail, webcam, and web browsers
- Maintain up-to-date knowledge of client promotions
- Complete all assigned training as necessary
The above statements describe the general nature and level of work being performed. This is not intended to be an exhaustive list of all responsibilities and duties required.
Qualifications
- Exceptional communication skills both written and verbal
- Proficient customer service style that flexes according to level of Hotel Tier
- Experience converting the conversation into a sale/booking considered an asset
- Must be able to speak and read English fluently
- Have excellent interpersonal skills and the ability to organize simultaneous tasks
- Excellent organizational, problem solving and decision-making skills
- Ability to work in a fast-paced environment with tight deadlines
- Ability to work as a member of a team
- High School diploma or equivalent
- Must consent to and pass a criminal record check
- Previous Call Centre, Sales, and/or Tourism/Hospitality experience would be an asset
- Must be legally entitled to work in Canada (Canadian citizen, permanent resident, or holder of a valid work permit)
Cloud5 Communications will never ask you to exchange money or purchase anything like a credit report in order to join our company. If you are being asked to send money in exchange for a job offer, do not comply as the request is fraudulent.
Job Type: Full-time
Salary: $15.00 per hour
Benefits:
- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- RRSP match
- Vision care
Flexible Language Requirement:
Schedule:
Supplemental pay types:
Ability to commute/relocate:
- Nova Scotia: reliably commute or plan to relocate before starting work (required)
Work Location: In person
