Reservation Sales Agent - Remote (Nights and Weekends Required)

SCP Hotels•Laguna Beach, CA

1d•Remote

About The Position

Soul Community Planet (SCP) is seeking an experienced Reservations Sales Agent to support and represent its reservations department. This fully remote role in California handles reservations for SCP’s portfolio of hotels. The agent’s primary responsibility is to capture reservations using effective selling techniques and available tools while providing attentive service to guests. The role requires a self-motivated, sales-minded, customer-focused, detail-oriented person who is comfortable with computers, eager to learn new processes, and able to work in a dynamic environment. The position operates within the stated hours of 9 a.m. to 9 p.m. PST, and weekend availability is required. The pay rate is $21 per hour, with bonus incentives of up to $500 per month. SCP also offers a cell phone tech stipend and opportunities for personal and professional growth. The agent must accurately record all work time in SCP’s timekeeping system. Working off the clock is prohibited, and work after hours or from home requires specific supervisor direction; any authorized work time must be reported.

Requirements

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

Nice To Haves

Experience with Mews or Opera.
Experience with Revinate or NAVIS.
At least 2 years of hotel reservations or hotel front desk experience.

Responsibilities

Maintain positive guest relations and resolve guest complaints to the guest’s satisfaction.
Assist guests by selling future reservations and finding suitable accommodations based on their preferences, budget, and availability.
Handle incoming reservation inquiries through phone, email, and online platforms.
Assist customers with questions about existing reservations.
Promptly follow up on 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, décor, appointments, packages and promotions, group activities, and departmental 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 services such as room upgrades, dining options, and recreational activities.
Deliver a high standard of service to all 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 using SCP’s timekeeping system and report all authorized work time.
Perform other duties as assigned.

Benefits

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