Website ChukkaCaribbean Chukka Caribbean Adventures

It's Time To Play!

JOB TITLE             –         Super Reservations Agent


DEPARTMENT      –         Sales

Core Function:

Responds to communications from guests, travel agents, and referral networks concerning reservations arriving by telephone, email, telex, fax, or through our central reservation system. Create bookings and maintains reservation records and promptly processes any modifications.

Engage browsing clients on live chat in an effort to close sales. Live chat sales must be in accordance with our documented live chat protocol.

Accurately reconciles tour information for accounting purposes.


Education and Experience:  (Minimum Requirements)

The essential qualifications required for this job are as described below:

    • At least four (4) CXC subjects including English and Mathematics
    • Computer Literacy
  • Three to Five years experience/ On the job Experience


Specialised Knowledge, Skills and Abilities

  • Pleasing Personality
  • Active listener. Should be able to properly understand the complaints of clients or their queries and should be able to solve them.
  • Proficient sales and marketing skills.
  • Highly motivated person
  • Full of energy, and strive to excel in his field.
  • Good administrative management and supervisory principles and practices
  • Business Acumen (sense of purpose)
  • Good oral and written communication skills.
  • Ability to make sound decisions
  • Ability to use initiative
  • Live “Chat” experience a plus
  • Sales experience a plus
  • Strong written and  verbal communication skills
  • Advanced knowledge of MS Office
  • Computer skill set
  • Ability to maneuver between multiple screens  using dual computer monitor
  • Ability to navigate through multiple computer applications with speed and accuracy.
  • Ability to display empathy and acknowledge Customer concerns
  • Ability to think outside the box and be an agent for process improvement.
  • Highly developed sense of integrity and commitment to delivering excellent customer service
  • Attention to detail and accuracy
  • Strong detail orientation and communication/listening skills.



Special Conditions Associated with the job

  • Indoor Office environment
  • May occasionally be required to work beyond normal hours


Job Description

Reporting Relationships:

Reports to:

Directly                      –          Reservations Manager

Indirectly                   –         Senior Sales and Marketing Manager


Supervision Given to:

Directly                       –         None


Liaises with:

Internally                    –          Internal Reps, Operations, Reconciliation and Accounts.

All Departments


Externally                    –         External Reps, DMC representatives and Hotel team members.



  1. Be passionate about the company and the Chukka Brand.
  2. Ensure on-time and reliability of pick-up of my clients.
  3. Record bookings accurately and reconfirm bookings at all times before closing a call.
  4. Maintain an exceptional relationship with external reps/make courtesy calls to reps.
  5. Reconfirm missing information with internal reps daily to ensure

that all information is accurate in the system. Reduce error rate.

Recheck and reconcile daily reports for accuracy.

  1. Communicate timely information to representatives as needed such as lateness of buses and cancellation.
  2. Respond timely to queries, concerns, emails etc.
  3. Take incoming calls and maintain an ease of communication with our

Reservations Department (Always accessible, answering of calls by the 2nd ring using standard greeting, record reservations in a timely manner, provide follow up when necessary and SMILE ALWAYS). End all calls with the standard closure.

  1. Be a good listener. Take the time to identify customer needs by asking

questions and concentrating on what the customer is really saying.    Listen to their words, tone of voice, body language, and most importantly, how they feel.

  1. Ensure that complaints are resolved immediately.
  2. Participate in tours at least once per year to ensure that they are

Operated consistent to advertisement (tour information, duration and


  1. Record Bookings to ensure that tour space is utilized as best as possible,

at all times.

  1. Appreciate the power of “Yes”. Always look for ways to help your

customers. When they have a request (as long as it is reasonable) tell them that you can do it. Always do what you say you are going to do. NEVER SAY “NO”, without approval.  Offer other recommendations and suggestions for opportunities beyond the average.

  1. Maintain a level of professionalism in the department at all times.
  2. Speak softly but audible to ensure that the work area is not noisy.
  3. Take credit card information over the phone. This information must be

taken confidentially.  Any breach will be treated accordingly.

  1. May be required to call out to client to remind them of their upcoming

Reservations or to advise them of any changes about their reservations

  1. Knowledgeable of the Chukka products, rates, pick up times, tour times and


  1. Maintains a clean and neat appearance and work area at all times.
  2. Ensure that you are on time for your job at all times and all issues

Affecting your timeliness should be communicated at least 12 hours in advance.

  1. Contact tour location with changes such as updates and cancellations.
  2. Balance dispatch against Rezgo.




  1. Grab, engage and sell clients in the live chat sessions. Always maintain friendliness

and be efficient in convincing guests to make tour decisions. Always push and upsell

our most profitable products.

  1. Respond to inbound chat inquiries and effectively consult customers or prospective

customers regarding Chukka tours.

  1. Actively engage browsing customers on the website so as to start a chat.
  2. Always provide the utmost customer service when chatting with

customers/prospective customers.

  1. Provide  the right solution to everyone you encounter – treat every chat/email just

like a phone call, doing whatever needs to be done, every time, whether “service” or

“sales” related.

31.Ability to elicit “WOW” moments and create positive memorable Customer




  1. At the end of each day, reconcile the daily control sheet with Rezgo to ensure that all        fields are accurately updated.

Performance Criteria

The job is satisfactorily completed when:

  • Key Performance Indicators are met, these include:


  • Quality of Calls and Chats- at least 90 % scoring
  • Handle Time – minimum 3 mins and maximum 5 mins
  • % availability – 95%
  • Accuracy of bookings/Reconcilation of Invoices- 98%




  1. Be passionate about the company and the Chukka Brand.
  2. Record bookings accurately and reconfirm bookings at all times before

closing a call.

  1. Maintains exceptional customer service to the external and internal team. Ensure at least 95% exceptional/satisfaction rating.
  2. Ensuring accuracy of bookings, reliable pickups, balancing dispatch, zero complaints, accurate reports for reconciliation, reconciliation of credit card machine, reconciling overnight bookings, and being responsive to clients needs.
  3. Settle the credit card machine daily and report/resolve errors accordingly.
  4. Monitor live chat sessions and ensure that sales target are met and exceeded each month.
  5. Check for errors/discrepancies with the tours for at least two days in advance and take the necessary actions as needed.
  6. Prepare employee schedules to ensure that sufficient staff members are at work as needed based on demand/call volume/peaks.
  7. Monitors agents according to quality assurance standards. The aim is to increase customer confidence, the company’s credibility, to improve work processes and efficiency, and to enable the company to better compete with others.
  8. Review and ensure the accuracy of all end of day reports such as dispatch and partners confirmation reports.
  9. Understands Chukka’s policies on guaranteed reservations, cancellations and no-shows. Guides the team accordingly.
  10. Handles daily correspondence either through emails, phone or verbal. Responds to inquires and makes reservations as needed.
  11. Makes sure that files are kept up to date.
  12. Maintains a clean and neat appearance and work area at all times.
  13. Promotes goodwill by beings courteous, friendly, and helpful to guests, managers, and fellow employees.
  14. Configuring tours capacity in our Reservations Management system.
  15. Be a good listener. Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel.
  16. Ensure that agents provide a level of service that is above expectation.
  17. Treat employees well. Thank them and find ways to let them know how important they are.
  18. Motivate the team for higher performance and growth.
  19. Foster a good working environment among the team.




  1. Meet sales goals and objectives assigned by Resort Sales Manager. That is, grow sales year over year for that particular Destination Management Company.
  2. Execute Sales Initiatives as needed to boost sales. This will be provided by the Destination Management Company or the Resort Sales Manager.
  3. Provide consistent market feedback to the Resort Sales Manager to ensure that Chukka remains the top choice of products for customers.
  4. Be a brand ambassador and consistently promote Chukka products to all clients. Ensure that the strategic products are promoted consistently.
  1. Be knowledgeable of Chukka products, in order to recommend the ideal tour (s) based on factors such as age, gender, family size and nationality.
  2. Handling customer complaints as well as identifying and resolving their concerns.
  3. Presenting and selling company services and products to current and prospective clients.
  4. Maintain excellent relationship with the external partner that you represent by ensuring that you maintain professionalism at all times and abide by all policies and procedures.
  5. Ensure that you have the necessary collaterals to promote the tours.
  • Be on-time for work and ensure that you are always neat and tidy.

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