Sales Representative-Reservations

Job Title : Sales Representative-Reservations
Department : Operations
Location : Montego Bay

Job Summary:

In this role, you will be responsible for interacting with customers to provide and process information in response to service inquires, concerns and requests about their hotel reservation.


  • Must have 4 CXC subjects including English.
  • Must have 1-5 years experience in Sales.
  • Must have Sales experience and Enjoy Sales.
  • Should be able to use two systems at once.
  • Flexible to work any assigned Shift.
  • Should have experience in Customer Service, Guest Relations and Front Desk.
  • Must enjoy the Hotel Industry.
  • Must have experience in BPO sector.


Agent should have prior knowledge of the following areas:

  • Hotel Reservation, Sales and Guest Relations
  • General American Culture
  • Customer Service Training (Prior experience or Skill Certification)
  • Soft Skills and Positive Language Positioning.


Agent should be able to:

  • Handle escalated issues and deescalate customers.
  • Resolve guest issues and provide solutions in the shortest possible time frame.
  • Cross sell hotel accommodation if the desired property is sold out.
  • Answers the telephone with a polite and courteous manner.
  • Provides general information over the phone, relating to cancellations, relocations, billing and other types of inquiries.
  • Maintain work standards operating procedures by being compliant with all company policies and procedures.
  • Respond to all customer inquiries using multiple channels (telephone, email and any additional channels as developed).


Agent should:

  • Display a calm demeanor when handling guest issues or complaints.
  • Demonstrate flexibility regarding schedule shift and offline activities.
  • Convey a positive and empathic tone when dealing handling calls.
  • Be adaptable to changes in policies and guidelines
  • Be receptive to feedback and adopt the skills provided by Trainer or Leaders.


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