Key Responsibilities:

Inbound Sales Responsibilities:

• Answer inbound calls from customers inquiring about hotel availability, pricing, or booking details.
• Provide accurate information about hotels, locations, and amenities, and assist customers in finding the best hotel options based on their preferences.
• Guide customers through the booking process, ensuring all details are confirmed (dates, payment, special requests).
• Close sales by finalizing hotel reservations during the call, ensuring all steps are completed smoothly.
• Handle payment processing and confirm bookings in the system, providing customers with confirmation numbers and booking details.
• Upsell additional services, such as hotel upgrades, premium packages, or extras like breakfast and parking.

Outbound Sales Responsibilities:

• Make outbound calls to follow up with customers who started but did not complete their hotel bookings on the website.
• Encourage customers to complete their reservation by addressing any concerns or questions they may have.
• Offer assistance and alternative hotels if the customer is unsure or hesitant about completing their booking.
• Call customers who encountered booking errors (e.g., hotel unavailability) and present alternative hotel options that fit their needs and budget.
• Rebook customers who faced errors by suggesting other available properties, upselling them on upgraded options or special offers where possible.
• Ensure all outbound calls are tracked, and bookings are confirmed in the CRM system.

Booking Error Resolution:

• Handle calls from customers who have encountered booking issues, such as hotels being unavailable for their selected dates.
• Provide solutions by suggesting alternative hotels, ensuring availability, and assisting with re-booking.
• Ensure that all customer issues are resolved in a timely manner, offering excellent customer service to maintain satisfaction and drive sales.
• Reconfirm booking details and help customers with changes to their travel plans, ensuring they are satisfied with their new hotel options.

What will make you successful for the role:

• Fluency in English and Spanish (B2+/C1)
• Proven experience in sales, customer service, or call center environment (preferably in the travel or hospitality industry).
• Strong sales skills with a focus on closing deals and upselling additional services.
• Excellent communication skills, with a pleasant and professional phone demeanor.
• Ability to work efficiently in a fast-paced environment and handle multiple calls.
• Good problem-solving skills, especially in handling booking errors and offering solutions.
• Proficiency in using CRM systems and hotel booking platforms.
• Familiarity with the hotel booking process is an advantage, but training will be provided.
• Ability to work a 24/7 rotational schedule
• Sounds good? Find out what you can get:

Competitive salary package;
The opportunity to work in a multi-cultural environment;
Learning tailored to your development;