Reservation Sales Agent, Buffalo Reservation Center, Remote

About the role

Delaware North is hiring a full-time Reservation Sales Agent to join our Reservation Center team. As a Reservation Sales Agent, you will be responsible for handling a high volume of inbound calls from future guests who want to make reservations at hotels and resorts across the country. This is a full-time remote position; however, some in-person training will be required at our headquarters in Buffalo, New York.

Pay

$16.50 – $17.00 per hour

Benefits

All team members receive:

• Weekly pay
• Training and development opportunities
• Employee discounts
• Flexible work schedules

Eligible team members may also receive:

• Health, dental, and vision insurance
• 401(k) with company match
• Paid vacation days and holidays
• Paid parental bonding leave
• Employee assistance program
• Tuition and/or professional certification reimbursement

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

Requirements

• 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

Physical requirements

• Ability to sit for extended periods of time

Schedule

• Evenings
• Holidays
• Weekends