Inbound Customer Service Agent – Hotel Reservations

About the role

Join a leading U.S. hotel chain as an Inbound Customer Service Agent, handling guest inquiries and converting them into bookings while delivering a world‑class experience.

Key responsibilities

• Answer inbound calls from prospective guests with professionalism and a sales focus.
• Identify guest needs and recommend suitable rooms, packages, and upgrades.
• Use consultative selling techniques to close reservations.
• Accurately process bookings and capture all guest details and special requests.
• Meet or exceed sales performance targets and conversion rates.
• Stay informed on promotions, hotel features, local attractions, and seasonal offers.
• Address guest questions and concerns with empathy and solutions.
• Follow call quality standards, scripting, and compliance guidelines.
• Participate in ongoing sales training, coaching, and performance evaluations.

Required profile

• High School Diploma or equivalent; some college or hospitality education is a plus.
• At least 1 year of experience in sales, reservations, or customer service, preferably in hospitality.
• Excellent verbal communication and active listening skills.
• Proven ability to meet sales goals and performance metrics.
• Strong computer literacy and ability to navigate multiple systems simultaneously.
• Flexibility to work evenings, weekends, and holidays as needed.
• Passion for hospitality, travel, and delivering outstanding service.

Required skills