Job description

Reservations Specialist Position

Sales Department

Working from home

Freelance / Full time (48 hours per week - Rotative)

We believe that everyone has an important part to play in delivering excellent guest satisfaction! As a Reservations Specialist you will work in collaboration with many different people within the organisation while actively communication with our providers.

To ensure success as a reservation specialist, you should exhibit in-depth knowledge of customer engagement channels and experience in a similar industry. A top-notch customer experience specialist will be someone whose expertise results in excellent customer relationship management and a positive brand image.

Responsibilities:

Tracking Customer Experiences:

Respond to customer queries promptly and effectively across online and offline channels, via phone, live chat, and ticket systems using Aircall, RMS, and Hubspot apps.
Identify trends and opportunities for enhancing the overall guest experience
Address any issues or concerns promptly and effectively.

Booking Cycle Management:

Accompany guests through the entire booking cycle, offering support and guidance via phone, chat and email.
Assess customer needs and recommend the best products and vacation options to meet those needs.

Proactive Customer Engagement:

Identify customer needs and proactively take steps to maintain positive guest experiences.
Anticipate potential issues and provide solutions to ensure guest satisfaction.

Upsell Services for Enhanced Guest Experience:

Proactively identify opportunities to enhance the guest experience by suggesting and upselling additional services, amenities, or experiences that align with their preferences and needs, ensuring that their stay is truly memorable.
Share local information with guests to enrich their stay.
Continuously assess and anticipate customer needs to enhance their experience.

KPI achievements:

Consistently meet and exceed Key Performance Indicators (KPIs) established for the role.
Collaboration with the team leads to feedback regarding strategies for continuous improvement in achieving KPIs.

Collaboration and Communication

Collaborate closely with your team leader and other stakeholders to ensure alignment with organizational goals and strategies.
Share insights, feedback, and data to improve reservation processes and enhance customer experiences.
Ensure that issues are directed to the appropriate team while keeping the team lead informed of any escalated matters.
Escalate customer issues and complex inquiries efficiently using company tools like CRM and HubSpot.

Requirements:

Hospitality or corporate housing industry.
Solid knowledge of online customer engagement platforms and channels.
Proficiency in GSuite, Hubspot, Social media platforms, and Basecamp.
Exceptional interpersonal skills with a client-centered approach.
Strong organizational and time management abilities.
Superb communication, collaboration, and problem-solving skills.
C1 English level proficiency in both written and spoken communication, with C2 proficiency preferred.
Desirable proficiency in spoken and written French.