Central Reservations Sales Agent (CRSA) - Fully remote

SUMMARY:
Central Reservations Sales Agents (CRSAs) are responsible for the booking and converting calls into room sales, They will also assist with minor customer service questions for each hotel group. CRSAs are the booking engine for the hotels.

POSITION INFO:
Requirements:

• Must have a quiet work environment
• Must be reliable
• Upbeat and friendly demeanor
• Being friendly, intuitive, and caring to all callers on all calls
• Desktop / Laptop meeting minimum requirements
• Stable high speed internet connection
• Shift required: 10pm - 6am SAST or 11pm - 7am (SAST) (Monday – Friday, weekend availability)

• Answer inbound calls on behalf of Hotel Groups within stipulated SLAs
• Convert at least minimum 80% of reservation queries into hotel stays
• Provide guests with accurate information on query calls

• Answer all calls received within stipulated SLA
• Attempt to have first call resolution (Query resolved on first call from customer) on all calls received as per agreed upon targets
• Achieve monthly reservation targets as agreed upon by management
• Make all attempts within reason to retain/save bookings when guest request to cancel
• Actively respond to inbound calls from our hotels and sort guests' query as needed, whether it be creating, modifying or canceling reservations
• Become experts on our various hotels as well as keeping track of new information being presented about hotels
• Actively engage in chat messages with the group chats and follow up with your supervisor regarding queries that are difficult to resolve or need approval from management
• Answer guest inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment and travel directions etc
• Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls
• Handles reservations in accordance with hotel’s policies as well as the company’s privacy policies in order to protect guests information
• Present excellent customer service in all forms of communication with all stakeholders

• Excellent communication
• Excellent customer service skills
• Empathy
• Self motivated
• Admin oriented
• Self confident
• Willingness to learn
• Problem solving skills

• Matric
• Relevant certification / diploma

• Stable high-speed internet (wired Fibre connection, specifically if located in South Africa). Internet disconnections should not happen on a regular basis.
• A minimum of 20MBps download and 20MBps upload speed and latency less than 250ms is required to our US servers. If you are located internationally, it is important to note that your contracted speeds may not be the speeds that reach the US. - To complete a speed test, you can go to

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