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 idóneo 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 (Bogotá)
🏢 Somewhere
📍 Bogotá