Remote Reservation Specialist – Guest Experience & Upsells

Delaware North; Buffalo (NY); Remote; USD 23,000 - 24,000; Full time

Benefits offered by this job

Weekly pay

Training and development opportunities

Employee discounts

Flexible work schedules

Health insurance

Dental insurance

Vision insurance

401(k) match

Paid vacation days & holidays

Paid parental bonding leave

Employee assistance program

Tuition reimbursement

Certification reimbursement

Job summary

Delaware North is seeking a Reservation Sales Agent for a full-time remote role with mandatory in-person training at our Buffalo, NY headquarters. You will handle high volumes of inbound calls to make reservations across the country, while promoting packages and upgrades.

You will work evenings, weekends and holidays, with weekly pay and a focus on guest satisfaction. Training and development opportunities are offered.

Qualifications

• Strong phone, listening, verbal, and interpersonal communication skills.
• Excellent written communication, email formatting, grammar, and proofreading skills.
• Customer-focused with a passion for helping others.
• Strong problem-solving and critical-thinking skills with the ability to identify solutions and resolve guest issues efficiently.
• Comfortable using computers with strong typing skills and the ability to multitask.
• Ability to handle sensitive guest and payment information with confidentiality and attention to detail.
• No experience or diploma required.

Responsibilities

• Answer inbound calls across multiple phone queues while providing friendly, professional guest service
• Use available resources to answer guest questions accurately and efficiently
• Create reservations and identify opportunities to offer packages, upgrades, and additional services
• Process guest payment information accurately while following company policies and PCI compliance standards
• Respond to emails and written inquiries with clear, timely, and professional communication
• Resolve guest concerns through effective problem-solving while promoting first-call resolution
• Coordinate with hotel and resort front desk teams to address guest needs and reservation-related matters
• Collaborate with managers and team members to achieve department KPIs, monthly goals, and performance objectives

Skills

Phone communication

Written communication

Customer service

Problem solving

Multitasking

Data confidentiality

PCI compliance

Job description

Delaware North is seeking a Reservation Sales Agent for a full-time remote role with mandatory in-person training at our Buffalo, NY headquarters. You will handle high volumes of inbound calls to make reservations across the country, while promoting packages and upgrades.

You will work evenings, weekends and holidays, with weekly pay and a focus on guest satisfaction. Training and development opportunities are offered.