Reservation Sales Agent - Remote (Nights and Weekends Required)

SCP HOSPITALITY MANAGER LLC•Colorado Springs, CO

1d•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 role in Colorado makes reservations across SCP’s portfolio of hotels. The agent’s primary responsibility is to capture reservations using effective selling techniques and available tools. The ideal candidate is self-motivated, sales-minded, customer-focused, detail-oriented, comfortable with technology, willing to learn new processes, and able to adapt to a dynamic work environment. The role handles reservation inquiries and existing-booking questions, helps guests select accommodations, follows up on leads, maintains guest profiles and reservations, and processes bookings through hotel reservation systems. It also includes resolving guest concerns, providing concierge information, promoting upgrades and other services, maintaining knowledge of hotel offerings and policies, and meeting sales and performance targets. The stated hours are between 9 a.m. and 9 p.m. PST, and weekend availability is required. Employees must accurately record all working time using SCP’s timekeeping system. Off-the-clock work is prohibited, and work after hours or from home requires specific supervisor direction; any authorized work must be recorded.

Requirements

Previous experience in hotel reservations or hotel front desk; 2+ years is preferred.
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.
Must have a reliable, high-speed internet connection, described as exceptionally fast Wi-Fi.
Must have an uninterrupted remote workspace.
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

Capture reservations using effective selling techniques and available tools.
Maintain positive guest relations and resolve complaints to guest satisfaction.
Assist guests by selling future reservations.
Handle inbound reservation inquiries by phone, email, and online platforms.
Help guests find suitable accommodations based on preferences, budget, and availability.
Answer questions about existing reservations.
Promptly follow up with guest inquiry leads to pursue additional bookings.
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 and rates, layouts, decor, appointments, packages and promotions, group activities, and policies and procedures.
Provide concierge assistance with general knowledge of nearby restaurants, entertainment, special events, and directions.
Process reservations promptly and accurately using hotel reservation systems.
Upsell services such as room upgrades, dining options, and recreational activities.
Deliver a high standard of service to customers.
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 authorized work time.
Perform other duties as assigned.