Overview of the Role: 

As a Reservation Agent (B2C), your primary mission is to provide exceptional customer service through professional and efficient handling of reservations, inquiries, and requests.

By offering personalized assistance and proactively identifying cross-selling and up-selling opportunities, you will help guests plan memorable experiences while driving revenue growth.

Key Responsibilities:

• Respond promptly and professionally to all inquiries via phone, email, and live chat, ensuring accurate and timely communication.
• Provide tailored advice and recommendations, considering individual guest needs to create customized travel and holiday experiences.
• Manage reservations efficiently, processing booking requests, changes, and cancellations while ensuring data accuracy in systems like Salesforce, HMS, and INFOR.
• Proactively follow up on quotes and inquiries to maintain engagement and close sales opportunities.
• Promote and upsell higher room categories, pre-bookable add-ons, and services to enhance guest experiences and increase revenue.
• Stay informed about current and upcoming promotions, sports, and tourism activities to provide comprehensive recommendations to potential guests.
• Assist guests with Pre-Stay Concierge services, helping organize their stay in advance and promoting on-site and external experiences.
• Maintain detailed records of all guest interactions, transactions, and communications for effective tracking and reporting.
• Ensure after-hours and weekend availability to respond to guest inquiries as needed.
• Support team members and handle ancillary tasks or administrative duties assigned by management.

Candidate Profile:

• Higher School Certificate or equivalent
• Certification in Sales or a related field is highly preferred
• Minimum of 2 years of experience in reservations or digital sales, with proven success in tele-sales or email marketing
• Excellent communication and negotiation skills
• Fluent in French and English, both written and spoken
• Strong knowledge of OTA | TO | DMC platforms (e.g., Booking.com, Expedia, MariDeal)
• Proficiency in Microsoft Office (Outlook/Excel/Word) and reservation systems
• Highly organized, detail-oriented, and able to manage tasks effectively under pressure