Reservations & Guest Concierge: Travel Tickets & Planning

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 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.