Reservation/Sales Specialist Job

Key responsibilities:

(a) Process setup and script development:
1. Design and implement processes for handling hotel reservations from initial inquiry to confirmation.
2. Develop high-converting scripts covering various scenarios to guide conversations with customers.
3. Create and maintain detailed information about properties including location, amenities, policies, availability, and pricing.

(b) Customer interaction and reservation handling:
1. Handle inbound calls to assist customers in booking hotel accommodations.
2. Make outbound calls to follow up on inquiries, confirm reservations, and resolve booking issues.
3. Provide accurate information about hotel amenities, room types, rates, and nearby property details.
4. Assist customers in selecting the best hotel options based on their preferences and needs.

(c) Reservation process management:
1. Create bookings accurately in the reservation system/ property management system
2. Collect guest records and ensure all information is entered correctly.
3. Generate email confirmations and provide payment links as necessary.

(d) Reporting and metrics:
1. Publish reports detailing call metrics such as call volume by source, call type, conversion rates, etc.
2. Analyze data to identify trends and areas for improvement in reservation processes and customer service.

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