Country Reservations Agent

6 meses atrás

Rio de Janeiro, Brasil Selina Tempo inteiro

**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**

**Responsibilities**

***

**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.

**Impact & KPIs**- Total revenue (Rooms, Packages, Experiences)- Conversion- Guest satisfaction- Case closures

**Requirements**:
**(language, years of experience, area of experience, specific knowledge)**- 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

**Benefits**

**What can you expect**

***- 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**Location: Brazil

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