Reservation Sales Agent - Remote (Nights and Weekends Required)

SCP Hotels•Colorado Springs, CO

23h•Remote

About The Position

Soul Community Planet (SCP) is seeking an experienced, intentional Reservation Sales Agent to support and represent its reservations department. This fully remote position handles reservations across SCP’s hotel portfolio and focuses on capturing bookings through effective sales techniques and available tools. The ideal candidate is self-motivated, sales-minded, customer-focused, detail-oriented, computer-literate, willing to learn new processes, and able to work in a dynamic environment. The agent handles guest inquiries and existing reservations, recommends suitable accommodations, follows up on leads, maintains guest profiles and reservation records, and processes bookings accurately using hotel reservation systems. The role also involves resolving guest concerns, providing general concierge information, upselling hotel services, maintaining knowledge of SCP properties and offerings, and meeting sales and performance targets. All work hours must be accurately recorded; off-the-clock work is prohibited, and work outside scheduled hours or from home requires specific supervisor direction. The role is fully remote in Colorado. Hours are between 9 a.m. and 9 p.m. PST, and weekend availability is required. Pay is $21 per hour, with bonus incentives of up to $500 per month. A cell-phone technology stipend is offered. SCP describes its culture as focused on personal wellness, social good, and the environment.

Requirements

Previous hotel reservations or hotel front desk experience; 2 or more years is preferred.
Reliable, high-speed internet connection and an uninterrupted remote workspace with exceptionally fast Wi-Fi.
High school diploma or higher.
Self-starter with excellent verbal and written communication skills.
Excellent problem-solving skills and ability to devise creative solutions.
Tech-savvy and proficient in Microsoft and GSuite, with the ability to learn other software quickly.
Weekend availability is required.

Nice To Haves

Experience with Mews or Opera.
Experience with Revinate or NAVIS.
Two or more years of hotel reservations or hotel front desk experience.

Responsibilities

Maintain positive guest relations and resolve complaints to guest satisfaction.
Assist guests with future reservations and handle inbound reservation inquiries by phone, email, and online platforms.
Recommend accommodations based on guests’ preferences, budgets, and availability.
Answer questions about existing reservations and promptly follow up on inquiry leads.
Create, maintain, and update guest profiles and reservations.
Respond to guest inquiries and requests by phone in a timely, friendly, and efficient manner.
Maintain the confidentiality, security, and integrity of organizational data.
Maintain knowledge of hotel features and services, operating hours, room types, rates, layouts, décor, appointments, packages, promotions, group activities, and policies and procedures.
Provide concierge assistance using general knowledge of surrounding restaurants, entertainment, special events, and directions.
Process reservations promptly and accurately using hotel reservation systems.
Upsell additional services, including room upgrades, dining options, and recreational activities.
Deliver a high standard of customer service.
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.
Accurately record all hours worked in SCP’s timekeeping system and report any direction or suggestion to work off the clock to the Regional Director of People Services.
Perform other duties as assigned.

Benefits

Bonus incentives of up to $500 per month.
Cell-phone technology stipend.
Paid leave plans.
Options to plan for the future.
Health benefits for employees and pets.
10 weeks of paid parental leave.
One-month sabbatical after three years of service, taken during the fourth year.
401(k) matching.
Travel perks to SCP destinations.
Opportunities for personal and professional growth.