Hotel Booking Reservation Specialist (Email)

About the role

itel is looking for a Reservation Specialist (Hotel Booking) in Montego Bay. The agent sells hotels worldwide to prospective customers by responding to emails, using strong communication, persuasive sales ability and excellent customer service to help guests find customized travel solutions. Conversations are not scripted and are carried out through a custom web-based live chat console.

Key responsibilities

• Provide timely and accurate information to incoming emails and respond according to department policies and procedures.
• Have dynamic, personalized conversations that help customers shop and lead them to book with hotel partners.
• Work closely with mentors, team leaders and the email management team to deliver quality service.
• Give timely feedback to the company about email and customer concerns.
• Meet monthly metrics; the role is not a sales position but each specialist is accountable for these targets.
• Attend regularly on site and follow the Email Services Attendance Policy.

Required profile

• Typing speed of 30 WPM.
• Experience navigating websites and quickly finding information.
• Effective written and oral communication, detail-oriented and customer-focused.
• Ability to multi-task and prioritize quickly, with critical thinking and adaptability.
• Career-oriented and professional; experience as a sales or customer service associate is a plus.
• Bilingualism is a plus.