Key Responsibilities
- Process offline reservation requests received; no direct client communication is required; all work is assigned and tracked internally by supervisors.
- Proactively contact hotels and suppliers by phone to secure bookings, especially in cases where inventory is limited or arrival times are outside normal windows.
- Handle assigned transaction queues based on client, location, and priority as determined by supervisors.
- Complete all required operations agent training and certification, adhering to established API procedures and SOPs.
- Escalate critical issues to the appropriate management hierarchy as needed for resolution.
- Maintain operational proficiency through regular queue work, even outside of IROP events.
- When not engaged in above support, assist with folio collection and once trained, may support credit card reconciliation tasks.
- Demonstrate flexibility with shift assignments, including potential overnight and weekend work, and willingness to work overtime during major disruption periods.
Desired Skills & Qualifications
- Bachelor's degree or equivalent; recent graduates or those with less than one year of work experience are encouraged to apply.
- Strong computer literacy and ability to quickly learn new reservation and workflow systems.
- Excellent verbal, written, and nonverbal communication skills; must be comfortable engaging by phone with hotels and suppliers and collaborating with supervisors.
- Ability to prioritize tasks in a fast-paced, high-pressure environment, following direction and adapting to changing priorities.
- Strong logical reasoning and problem-solving skills; ability to think on your feet and respond to unexpected scenarios (e.g., estimating, basic numerical reasoning).
- Team-oriented, punctual, and reliable, with a positive, proactive attitude and a hunger to learn and grow.
- Willingness to work flexible hours, including overnight and weekends, as required by operational needs.
