Hotel Room Sales Travel Agent
Overview
We are seeking an experienced Hotel Room Sales Travel Agent to drive hotel bookings by engaging with potential customers through online chat and, when necessary, direct phone calls. The ideal candidate will have a background in hotel room sales, travel agency experience, or hospitality reservations, with strong skills in converting inquiries into confirmed reservations. This role requires excellent customer service, sales acumen, and the ability to collaborate with hotel staff for special requests such as group bookings or unique accommodations.
This position serves North American customers, so familiarity with the North American travel market and availability to work within North American time zones is essential. Additionally, the agent should have a vision for improving system automation, and providing valuable feedback to the product and engineering teams to enhance efficiency and optimize the booking experience.
Key Responsibilities
- Engage proactively with potential guests via online chat, email, and phone to guide them through the booking process.
- Understand customer needs and recommend hotel room options, upselling where possible to maximize revenue.
- Provide accurate information about hotel services, amenities, pricing, promotions, and policies.
- Follow up on inquiries to ensure a high conversion rate of leads to confirmed bookings.
- Handle special requests such as group bookings, extended stays, or customized packages in coordination with hotel management.
- Collaborate with hotel staff to resolve customer concerns that require hotel intervention.
- Maintain detailed records of customer interactions, reservations, and feedback to improve future engagement strategies.
- Stay up-to-date with hotel promotions, seasonal offers, and competitor pricing to provide the best recommendations.
- Actively contribute to system automation improvements by identifying pain points and providing structured feedback to the product and engineering teams to enhance booking workflows and reduce manual tasks.
Qualifications & Skills
- Experience: Minimum of 2 years in hotel room sales, travel agency, hospitality reservations, or a related customer service/sales role.
- Communication Skills: Excellent written and verbal communication skills in English.
- Sales & Negotiation: Strong ability to convert inquiries into bookings and upsell when appropriate.
- Customer Service: Friendly, patient, and professional demeanor with a customer-first mindset.
- Tech-Savvy: Proficient in using online chat systems, booking platforms, CRM software, and email communication tools.
- Collaboration: Ability to work with hotel staff, handle group bookings, and escalate requests requiring hotel intervention.
- Process Improvement: Vision to identify inefficiencies in booking workflows and suggest automation or enhancements to improve agent and customer experience.
- Flexibility: Availability to work within North American time zones to accommodate customer needs.
Preferred Qualifications
- Experience with Hotel PMS (Property Management Systems) such as Opera, SynXis, or OnQ is a significant advantage.
- Experience with Travelport (or similar GDS) is a plus.
- Familiarity with major hotel brand websites and various hotel booking engines.
- Background in handling corporate, group, or event-related hotel bookings.
- Knowledge of hospitality industry trends and customer behavior.
If you are a proactive sales professional with a passion for hospitality and a vision for improving system automation, we encourage you to apply!
