Customer Service Reservations Specialist

The Customer Service Reservations Specialist is a key customer-facing role within a high-energy call center environment responsible for handling incoming calls, emails, and chats from customers and travel agents seeking to book luxury hotel rooms and cruises at high-end resorts across Fiji, French Polynesia, and Australia. Working collaboratively with team members, the primary responsibility is to convert customer inquiries into confirmed bookings while maintaining the highest standards of satisfaction for clients, customers, and staff. This position requires the ability to balance sales conversion objectives with exceptional customer service in a dynamic, fast-paced setting across multiple communication channels.

Responsibilities:

• Serve as a remote front office extension for luxury tourism brands, delivering superior customer service and 24/7 availability that meets North American market expectations
• Manage all inbound inquiries across phone, email, and chat platforms from prospective guests and travel professionals interested in booking high-end resort accommodations and cruise experiences
• Develop and maintain comprehensive product knowledge including destination features, amenities, pricing structures, and availability to accurately respond to customer questions
• Convert customer inquiries into confirmed reservations by guiding prospects through the booking process and closing sales opportunities
• Maintain detailed and accurate booking records, manage customer data responsibly, and follow company protocols to ensure consistency and compliance
• Handle customer concerns professionally and empathetically, resolving issues when possible or escalating appropriately to management
• Ensure all interactions reflect the quality standards and brand reputation of the luxury tourism entities represented
• Support team collaboration by sharing best practices, assisting colleagues with challenging inquiries, and contributing to a positive working environment
• Maximize conversion rates through direct-to-product channels while balancing exceptional customer service delivery
• Meet or exceed performance targets for booking conversion, customer satisfaction, and quality assurance metrics
• Process and record payment transactions as required
• Maintain calm and professionalism throughout the customer engagement process while managing multiple inquiries
• Proactively assist travel agents and customers with problems that may occur on a reservation and work across departments to provide seamless resolution
• May be required to travel overseas to visit resorts and cruise companies for familiarization purposes
• Perform other duties as assigned by management based on business requirements

Qualifications

Education & Work Background

• College Graduate (Required)
• Travel industry experience; preferably in hotel reservations with a minimum of 1 year (Required)
• Previous experience selling travel or travel-related products (Required)
• Call center experience in hospitality (hotels/resorts), tour operations, or airlines (Strongly Preferred)
• Work experience as a travel agent or in the airline industry (Preferred)
• Travel agent experience (Beneficial and strong consideration factor)
• Accounting experience (Helpful)

Core Competencies

• Ability to clearly articulate information in a respectful, helpful, and professional manner
• Excellent verbal communication, organizational, and listening skills with strong English language proficiency
• Well-spoken in English with a good understanding of the language
• Outstanding problem-solving and decision-making capabilities
• Detail-oriented with accuracy in all work results (must maintain 99.9% accuracy, especially when quoting rates)
• Self-motivated self-starter capable of achieving personal goals while supporting departmental objectives
• Demonstrated strong computer proficiency
• Demonstrated reliability with an excellent attendance record
• Ability to work flexible shifts from home or office, including weekends and holidays (Monday– Friday 7:00 am–7:00 pm; Saturday–Sunday 12:00 pm–6:00 pm)
• Ability to efficiently gain and remain current on all client product knowledge
• Ability to multi-task and manage multiple inquiries whilst maintaining the integrity and accuracy of communication

Required Skills

• Intermediate proficiency in Microsoft Office applications, with adeptness in Microsoft Excel and PowerPoint
• Solid understanding of email programs such as Outlook
• Basic understanding of software applications and web browsers