Sales & Reservations Associate

Employment Type: Full time, independent contractor

Work Model: Remote

Work Hours: US work hours

Role Summary

We are seeking an energetic, detail-oriented, and hospitality-driven Sales & Reservations Associate to join our remote Guest Experience team. Working under the Sales & Reservations Manager, you will play a critical role in driving reservation conversions, managing sales inquiries, supporting reservation workflows, and ensuring a seamless guest booking experience from first inquiry through confirmed stay.

This role combines elements of a luxury hotel reservationist, inside sales coordinator, and guest experience specialist. The ideal candidate is a self-starter who takes complete ownership of pipeline management, follows processes consistently, and is equally motivated by operational excellence and conversion performance.

Key Responsibilities

Lead Response & Conversion Execution

Respond to inbound reservation inquiries via email, phone, text, and OTA messaging channels while meeting strict company Service Level Agreements (SLAs).
Guide prospective guests through the booking process using consultative sales techniques and deep property knowledge.
Assist guests in selecting optimal property options based on group size, trip purpose, budget, and experience preferences.

Sales Pipeline Oversight & CRM Management

Maintain active oversight of assigned reservation pipelines and inquiry queues, ensuring all leads are properly categorized and advanced through the booking lifecycle.
Escalate high-value, VIP, or complex booking opportunities to management when appropriate.
Maintain accurate guest and reservation records within CRM and Property Management Software (PMS) platforms, ensuring all communication histories are thoroughly documented.

Reservations Workflow & Booking QA

Review reservation details for accuracy prior to confirmation, including rates, fees, guest counts, policies, and stay requirements.
Assist with reservation folio audits and booking quality assurance checks.
Coordinate internally with local field operations and guest services teams to ensure smooth pre-arrival preparations.

Cross-Team Coverage & Handoff Reporting

Support the broader Guest Experience team during high-volume periods or operational escalations, helping booked guests with pre-arrival questions, stay support, and post-stay follow-up.
Maintain organized shift notes and handoff documentation to ensure seamless continuity of unresolved guest issues, pending leads, and VIP reservations across shifts.

Required Skills & Qualifications

Experience: Minimum of 3 years (preferably 5+) of experience in hospitality, vacation rentals, reservations, customer service, or inside sales. Experience in luxury hospitality or short-term rentals is highly preferred.
Communication: Exceptional written and verbal English communication skills with a polished, professional demeanor.
Geographic Track Record: Experience working successfully with US, Canadian, Australian, or UK-based employers is strongly preferred.
Software Toolkit: Experience with Streamline Property Management Software is strongly preferred. Familiarity with Airbnb/VRBO workflows, CRM systems, Front, Monday.com, Slack, and Google Workspace is highly preferred.
Operational Drive: Strong multitasking, organization, and follow-through skills. Comfortable working in a fast-paced environment governed by performance expectations and accountability metrics.

Success Metrics (KPIs)

Sales pipeline management efficiency and lead response speed.
Lead conversion effectiveness and revenue contribution.
CRM data accuracy and timely task completion.
Reservation quality assurance and booking accuracy metrics.
Strict adherence to company communication SLAs.

Why Join Us?

After an initial onboarding period, remainder training will be hands-on and On-the-Job (OJT). We are a fast-paced, growing company, and for high-performing individuals who take proactive ownership of their pipeline, there is significant opportunity for long-term growth and career advancement within our organization.

Sales & Reservations Associate - 19520