[Hiring] Reservation Sales Agent @SCP HOSPITALITY MANAGER LLC

Role Description

Soul Community Planet (SCP) is seeking an intentional, experienced Reservations Sales Agent to support & represent our new reservations department. This position will be responsible for making reservations for our entire portfolio of hotels. This is a fully remote opportunity with hours from 9 a.m. to 9 p.m. PST, and weekend availability is required.

The Reservation Sales Agent's primary responsibility is to capture as many reservations as possible by utilizing effective selling techniques and all available tools. The ideal candidate would be:

• Self-motivated
• Sales-minded
• Customer-focused
• Detail-oriented
• High degree of computer literacy
• Willing to learn new processes
• Able to merge into a dynamic work environment

The Reservation Sales Agent is required to accurately record all hours of work using SCP’s timekeeping system. Working “off the clock” is strictly prohibited.

What You Will Master:

• Maintain positive guest relations at all times and resolve guest complaints to over-the-moon satisfaction.
• Assist guests by selling future reservations.
• Handle inbound reservation inquiries via phone, email, and online platforms.
• Assist guests in finding suitable accommodations based on their preferences, budget, and availability.
• Assist customers with questions regarding their existing reservations.
• Promptly follow up with guest inquiry leads for second-chance bookings.
• Create, maintain, and update guest profiles and reservations.
• Respond to guest inquiries and requests to resolve issues via phone in a timely, friendly, and efficient manner.
• Maintain confidentiality, security, and integrity of organizational data.
• Maintain knowledge of all hotels’ features/services, hours of operation, room types, rates and numbers, layout, decor, appointments, special packages and promotions, group activities, and departmental policies and procedures.
• Provide concierge services with general knowledge of the surrounding areas, including restaurants, entertainment, special events and general directions.
• Process reservations promptly and accurately using the hotels’ reservation systems.
• Upsell additional services such as room upgrades, dining options, and recreational activities.
• Deliver the highest standard of service to all customers.
• Effectively manage daily correspondence and operational tasks to exceed customer expectations and expand the customer base.
• Optimize sales strategies and stay current on industry trends, competitor offerings, and market dynamics.
• Meet or exceed sales targets and performance metrics, including conversion rates and average order value.
• Other duties as assigned.

Qualifications

• Previous experience in Hotel Reservations or Hotel Front Desk (2+ years preferred)
• A + If you have worked with Mews/Opera or Revinate/NAVIS
• Must have a reliable high-speed internet connection
• HS diploma or higher
• Self-starter with excellent communication skills, both verbal and written
• Excellent problem-solver who can devise creative solutions that consider soul, community, and the planet in every decision
• Tech-savvy. Proficient in Microsoft, GSuite and ability to learn other software quickly as we onboard new programs
• Exceptionally fast wifi connection in an uninterrupted remote space

Requirements

• Weekend availability required
• Accurate timekeeping as per SCP’s policies

Benefits

• Pay Rate of $21 + bonus incentives of up to $500 per month
• Opportunities to grow personally and professionally
• Tech Stipend for cell phone
• 10 weeks paid parental leave
• 1 month sabbatical after 3 years of service
• Generous 401k Matching
• Travel perks to our incredible destinations