We are seeking a highly motivated and customer-focused Reservations Agent to join our team at bnbme, a leading holiday home management company. As a Reservations Agent, you will play a crucial role in converting reservation leads, both in English and if possible Arabic, while actively upselling our services to enhance the guest experience. This is an excellent opportunity for a detail-oriented and sales-driven individual to contribute to the growth and success of our organization.

Responsibilities:

1) Reservation Conversion and Upselling:

Handle inbound reservation inquiries and effectively convert leads into confirmed bookings.
Communicate with guests in both English and if possible Arabic, providing accurate and timely information about our holiday homes, availability, rates, and policies.
Utilize persuasive selling techniques to upsell additional services, amenities, or upgrades to enhance the guest experience and increase revenue.
Maintain a high level of product knowledge to provide accurate and comprehensive information to potential guests.
Follow up with potential guests to secure reservations and answer any additional questions or concerns they may have.

2) Guest Relationship Management:

Build and maintain positive relationships with guests, providing exceptional customer service throughout the reservation process.
Handle guest inquiries, requests, and concerns promptly and professionally, ensuring guest satisfaction and loyalty.
Collaborate with other departments, such as housekeeping and maintenance, to ensure seamless guest experiences during their stay.

3) Sales Reporting and Analysis:

Maintain accurate records of all reservation activities, including guest information, reservation details, and payment transactions.
Provide regular reports on reservation conversions, upselling success rates, and other relevant metrics to the management team.
Analyze data to identify trends, opportunities, and areas for improvement, making recommendations to optimize reservation processes and increase revenue.

4) Product Knowledge and Continuous Learning:

Stay updated on the features, amenities, and services of our holiday homes to effectively promote and sell to potential guests.
Continuously enhance knowledge of local attractions, events, and offerings to provide recommendations and add value to guests' experiences.
Participate in ongoing training and development programs to improve sales techniques, product knowledge, and customer service skills.

Qualifications:

Fluency in English is essential, with excellent written and verbal communication skills. And if possible Arabic
Previous experience in reservations, sales, or customer service roles is preferred.
Proven ability to convert leads into bookings and upsell additional services or amenities.
Strong sales and negotiation skills, with a customer-centric approach.
Exceptional interpersonal and communication skills to build rapport with guests and colleagues.
Detail-oriented with excellent organizational and time management abilities.
Ability to work effectively in a fast-paced and dynamic environment.
Proficiency in reservation management systems and Microsoft Office Suite.
Familiarity with the hospitality or vacation rental industry is a plus.

( Hotel) Reservations Agent