Reservations Agent

**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**

Your responsibilities are (not limited to):
**_ Reservation Proces_**s**
- 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.
- 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
- Total revenue (Rooms, Packages, Experiences)
- Conversion
- Guest satisfaction
- Case closures

**What can you expect**
- Competitive salary
- Performance bonus
- 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 with cash and global holiday packages; we know you hang out with other great people