Sales/Client Services/Customer Care
Reservation Agent (B2C)
Rogers Hospitality / Hospitality & Travel
Closing date: 29 Dec 2024
Overview:
As a Reservation Agent (B2C), your primary mission is to provide exceptional customer service through professional and efficient handling of reservations, inquiries, and requests.
By offering personalized assistance and proactively identifying cross-selling and up-selling opportunities, you will help guests plan memorable experiences while driving revenue growth.
Your role:
- Respond promptly and professionally to all inquiries via phone, email, and live chat, ensuring accurate and timely communication.
- Provide tailored advice and recommendations, considering individual guest needs to create customized travel and holiday experiences.
- Manage reservations efficiently, processing booking requests, changes, and cancellations while ensuring data accuracy in systems like Salesforce, HMS, and INFOR.
- Proactively follow up on quotes and inquiries to maintain engagement and close sales opportunities.
- Promote and upsell higher room categories, pre-bookable add-ons, and services to enhance guest experiences and increase revenue.
- Stay informed about current and upcoming promotions, sports, and tourism activities to provide comprehensive recommendations to potential guests.
- Assist guests with Pre-Stay Concierge services, helping organize their stay in advance and promoting on-site and external experiences.
- Maintain detailed records of all guest interactions, transactions, and communications for effective tracking and reporting.
- Ensure after-hours and weekend availability to respond to guest inquiries as needed.
- Support team members and handle ancillary tasks or administrative duties assigned by management.
Your profile:
- Higher School Certificate or equivalent
- Certification in Sales or a related field is highly preferred
- Minimum of 2 years of experience in reservations or digital sales, with proven success in tele-sales or email marketing
- Excellent communication and negotiation skills
- Fluent in French and English, both written and spoken
- Strong knowledge of OTA | TO | DMC platforms (e.g., Booking.com, Expedia, MariDeal)
- Proficiency in Microsoft Office (Outlook/Excel/Word) and reservation systems
- Highly organized, detail-oriented, and able to manage tasks effectively under pressure
Life at Rogers
Rogers is a place where people can excel, grow, and thrive.
Our Employer Value Proposition is built on this very premise. Through every stage of an employee’s lifecycle at Rogers, we deliver engaging experiences, offer growth opportunities, and provide meaningful rewards.
