Reservations

Potomac Eagle; West Virginia; On-site; USD 28,000 - 42,000; Full time

Job summary

Potomac Eagle Scenic Railroad is seeking detail-oriented Reservation Agents to assist customers with booking needs, answer questions, make travel suggestions, and complete excursion reservations. You will check availability, process payments, and send confirmations while maintaining a friendly, knowledgeable railroad representative presence.

The role requires excellent communication, the ability to upsell, and flexibility for nights, weekends, holidays, and special events.

Qualifications

• High school diploma or equivalent.
• Experience working in sales or public relations, preferably in the hospitality or travel industries.
• Excellent written and verbal communication skills.
• Strong multitasking and time-management skills, with the ability to prioritize tasks.
• Must be willing to work a flexible schedule, including nights, weekends, holidays, and special events.
• Must be flexible and able to adjust job duties as needed.
• Excellent organizational, time-management, and multitasking abilities.
• Possess an enthusiastic personality and a courteous, professional attitude.
• Ability to work independently and as part of a team.
• Detail-oriented with the ability to follow established protocols.
• Strong communication skills with the ability to handle conflict effectively.
• Good listener with the ability to make quick and informed decisions.
• Must use positive language and possess social awareness skills to meet the needs of customers.

Responsibilities

• Assist and advise customers who may be choosing from a variety of travel options.
• Make reservations for customers based on their requirements and budgetary needs.
• Check availability for customers’ desired excursion dates.
• Help plan travel itineraries by suggesting local tourist attractions and places of interest.
• Process payments and send confirmation details to customers.
• Resolve issues that may arise with bookings or reservations.
• Sell and promote reservation services.
• Answer customer questions about the reservation process.
• Upsell when appropriate by informing customers of additional services, upgraded seating, accommodations, or special packages.
• Provide support to customers who need to amend or cancel a reservation.
• Make all necessary reservation adjustments.
• Remain knowledgeable about all aspects of railroad excursions, classes of service, and operating schedules.
• Manage voicemails, informational emails, and all required follow-up to complete reservations to customer satisfaction.
• Maintain a clean and tidy workspace in the reservation office.
• Complete all assigned tasks to help achieve department goals between sales calls and customer assistance.
• Adhere to uniform policies and grooming standards, presenting a neat and professional appearance.

Job description

Potomac Eagle Scenic Railroad is currently accepting applications for detail-oriented Reservation Agents to assist customers with their booking needs. Reservation Agents provide a variety of planning and booking services, including answering customer questions, making travel suggestions, and booking excursion tickets. Reservation Agents also adjust and manage reservations, including cancellations, gift card and in-house credit issuance, and completing sales transactions by receiving payment. During all customer interactions, Reservation Agents must conduct themselves as knowledgeable railroad representatives and assist guests in a tour guide capacity when needed.

To be successful as a Reservation Agent, you must be able to work with minimal supervision and have excellent customer service skills. Additionally, you should be comfortable upselling and have strong knowledge of current deals, savings, and options available to customers.

Skills and Qualifications:

High school diploma or equivalent.

Experience working in sales or public relations, preferably in the hospitality or travel industries.

Excellent written and verbal communication skills.

Strong multitasking and time-management skills, with the ability to prioritize tasks.

Must be willing to work a flexible schedule, including nights, weekends, holidays, and special events.

Must be flexible and able to adjust job duties as needed.

Excellent organizational, time-management, and multitasking abilities.

Possess an enthusiastic personality and a courteous, professional attitude.

Ability to work independently and as part of a team.

Detail-oriented with the ability to follow established protocols.

Strong communication skills with the ability to handle conflict effectively.

Good listener with the ability to make quick and informed decisions.

Must use positive language and possess social awareness skills to meet the needs of customers.

Duties and Assignments:

Assist and advise customers who may be choosing from a variety of travel options.

Make reservations for customers based on their requirements and budgetary needs.

Check availability for customers’ desired excursion dates.

Help plan travel itineraries by suggesting local tourist attractions and places of interest.

Process payments and send confirmation details to customers.

Resolve issues that may arise with bookings or reservations.

Sell and promote reservation services.

Answer customer questions about the reservation process.

Upsell when appropriate by informing customers of additional services, upgraded seating, accommodations, or special packages.

Provide support to customers who need to amend or cancel a reservation.

Make all necessary reservation adjustments.

Remain knowledgeable about all aspects of railroad excursions, classes of service, and operating schedules.

Manage voicemails, informational emails, and all required follow-up to complete reservations to customer satisfaction.

Maintain a clean and tidy workspace in the reservation office.

Complete all assigned tasks to help achieve department goals between sales calls and customer assistance.

Adhere to uniform policies and grooming standards, presenting a neat and professional appearance.

Potomac Eagle is an Equal Employment Opportunity Employer. It is our policy to fill vacant positions with qualified candidates without regard to race, color, sex, religion, national origin, age, or disability, assuming an individual can perform the essential functions of the job with or without accommodation. Only qualified candidates under consideration will be contacted.