Sales & Reservations Agent - Remote

Overview

The Sales & Reservations Agent is a key point of contact for guests, handling inquiries and bookings with professionalism and efficiency. This role involves managing communications via email and OTA platforms (e.g., Expedia, Booking.com), assisting guests with reservations, and providing detailed information about the resort’s offerings.

In Short

• Be available to answer any guest inquiries/provide requested information via email and our OTA platforms such as Expedia, Booking.com.
• Prioritize any correspondence from the day before and from external guests and clients, to ensure efficient Customer service.
• Receive guest complaints and seek appropriate solutions.
• Point out all amenities available at the resort.
• Should learn and have general knowledge of the resort (rooms, prices, restaurant etc.).
• Make reservations for tours and other sport/outdoor activities in the BVI.
• Accountable for responding in a timely manner to high volume emails.
• Follow up on the financial aspects of the booking (invoice, payments, balance on guest folio).
• Up-selling, when proper, by telling guests special deals, packages, and extra services.
• Gather guests’ feedback and make recommendations for service improvement.
• Handle inquiries about membership programs and sell membership programs.
• Adheres to hospitality policies and procedures and verifies that team is doing the same.
• Any other duties as assigned.

Requirements

• Strong communication skills.
• Experience in customer service or hospitality.
• Familiarity with OTA platforms.
• Ability to handle guest complaints effectively.
• Knowledge of the resort and its offerings.
• Ability to manage high volume emails.
• Sales skills for up-selling and promoting services.
• Attention to detail in financial follow-ups.
• Team player with adherence to policies.
• Flexibility to perform other duties as assigned.

Benefits

• Opportunity to work in a dynamic environment.
• Engagement with guests from diverse backgrounds.
• Potential for career growth in hospitality.
• Training and development opportunities.
• Employee discounts on services.