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Central Reservations Sales Agent (CRSA)

  • Full Time
  • Remote

Role Purpose:

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.

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
  • PM Shift required (3pm – 11pm SAST) (Monday – Friday, weekend availability)

Key Responsibility Areas

  • 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

Responsibilities:

  • 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

Skills:

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

Educational Requirements:

  • Matric
  • Relevant certification / diploma

Technical Requirements:

Minimum Internet Requirements:

  • 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 https://proof.ovh.net/ Important note, wireless connections are prohibited (including but not limited to, hotspots, WiFi connection, air fibre.
  • LAN Network Connection to home router (your computer must be connected directly to your internet router via Ethernet cable, strong enough to support your maximum speeds).

Minimum Computer Requirements

  • A Windows based computer capable of running Windows 10 or higher software or minimum Intel i3 or AMD Ryzen 3 Processor.
  • Apple Macs and Chromebooks are not permitted.
    Minimum 8GB RAM or more
  • At least 30% of HDD free space available (available memory on your computer).

Minimum Office Requirements

  • Quiet work environment (ex. There should be no audible sounds heard from TV / Radio / Music / Children / Pets / Smoke Alarm Battery beeping, etc.).
  • Mobile phone capable of running the Duo Multi Factor Authentication App. This App is used as a security measure logging into your workplace.
  • A USB headset (not aux cord with USB adapter headset). Bluetooth / wireless headsets are not sufficient and cannot be used. Headsets can have 1 or 2 “ears” based on personal preference but need to have USB connection directly to PC.
  • UPS or backup generator if you cannot guarantee 99% of the time (e.g. loadshedding in South Africa).
  • If collecting credit card information (for reservations) a camera is required for PCI compliance.
  • A second monitor is needed to make navigating your systems much easier. It does not need to be a new monitor and can be any brand.

 

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