**Who we are** Our Mission is to inspire authentic and meaningful connections. Selina was born out of a desire to celebrate the nomadic lifestyle: to experience our planet’s most beautiful places, to build community, to engage with locals and fellow travelers, to work and enjoy new adventures. **What the role is** Your responsibilities are (not limited to): **_ Reservation Proces_**s** - Oversee daily correspondence and respond to inquiries and reservations by mail, telephone, WhatsApp, facebook, instagram or central reservation systems referrals. - Creates and maintains reservation records by date of arrival and alphabetical listing. - Prepare letters of confirmation. - Communicate reservation information to the front desk. - Monitors advance deposit requirements. - Responsible for collecting or charging reservations when it is needed (payment process). - Processes cancellations and modifications and promptly relays this information to the front desk. **_ Customer Service_** - Offer exceptional customer service by addressing inquiries, resolving concerns, and providing relevant information. - Support Sales with reservations requests. - Gathering information about areas of interest in order to target more clients in special seasons. - Making arrangements for clients' travel programs. - Handle customer care calls and escalate to appropriate channels when needed. **_ Revenue Optimization_** - Promote special packages, discounts, and upsell additional services to enhance the guest experience and maximize revenue. - Stay informed about current promotions, events, and local attractions to provide relevant information to guests. - Achieve sales goals based on a weekly budget. - Knows room types available as well as their locations and layout. - Knows selling status, rates, and benefits of all packages plans. **_ Comply with policies_** - Knows the credit policy of the hotel and how to code each reservation. - Understands the hotel's policy on guaranteed reservations and no-shows. **_ System Management:_** - Ensures that files and CRM are kept up to date. - 1-2 years of experience in call center or hospitality industry - Excellent attention to small details - Intermediate-advanced Excel and Powerpoint Skills and other presentations tools - Passionate about challenges - Customer Service skills - Excellent communication skills - English and Spanish advanced - Total revenue (Rooms, Packages, Experiences) - Conversion - Guest satisfaction - Case closures **What can you expect** - Competitive salary - Performance bonus - No dress code - Pet-friendly (as long as your pet is friendly) - Multiple online training opportunities - Cultural events and wellness activities at Locations. Volunteering with Selina Gives Back; because sharing is caring - Huge Selina experience discounts on your stay, food & fun for you AND your friends & family (you can expect to become even more popular among your friends) - Have your birthday off - Amazing referral program with cash and global holiday packages; we know you hang out with other great people