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Overview: The Travel Reservation Specialist is responsible for handling all client interactions over the phone, providing excellent customer service while managing reservations and promoting travel products. This role requires strong communication and sales skills to ensure clients receive seamless booking support, accurate travel information, and opportunities to enhance their travel experience through upgrades, packages, and add-ons. Ideal candidates would demonstrate the ability to deliver compassionate, respectful, and values-centered customer service aligned with Edgar Cayce A.R.E.’s mission and principles

Responsibilities (include but are not limited to):

Customer Service & Reservations

• Answer inbound calls, providing friendly, professional, and efficient service.
• Handle reservations, modifications, cancellations, and special requests for domestic and international travel.
• Provide clients with detailed itineraries, travel recommendations, and accurate information.
• Process travel confirmations, payments, and documentation in the booking system.
• Assist clients with travel disruptions, schedule changes, or urgent issues in coordination with management and vendors in a calm, solution oriented manner.
• Communicates proactively regarding complex bookings, client concerns, and exceptions requiring management approval.

Sales & Upselling

• Actively promote and sell additional services such as tours, excursions, insurance, upgrades, and special packages.
• Identify client needs and recommend value-added travel options to enhance their trip.
• Meet or exceed individual and team sales targets.
• Stay up to date on travel promotions, seasonal offers, and partner deals to maximize upselling opportunities.
• Participate in ongoing training related to destinations, tours, vendors, and A.R.E. programs.
• Balance sales performance with exceptional client care and long-term relationship building.
• Maintain high standards of accuracy, follow-through, and client satisfaction.

Administrative & Support Duties

• Ability to quickly learn internal booking processes and vendor platforms.
• Maintain accurate records of client reservations, communications with Travel and Tours Operations Manager, and booking platforms.
• Generate invoices, confirmations, and travel documentation for clients.
• Maintain confidentiality of client personal and financial information.
• Ensure compliance with payment processing standards, privacy policies, and data security requirements.
• Assist in monitoring travel policies, vendor agreements, and company guidelines.
• Support the travel team with reporting, follow-ups, and data entry as needed.

Required Education and Experience:

• Two Year college coursework in any of the following is beneficial: Hospitality & Tourism Business Administration or Communications or equivalent.
• 1–3 years in customer service, call center, reservations, or sales.
• Prior experience in the travel industry, preferred.
• Formal travel industry training is a plus: Certifications such as Travel & Tourism Professional (TTP) or Certified Travel Associate (CTA).
• Coursework related to travel booking systems (e.g., Amadeus, Sabre).
• Comfort with sales goals and upselling.
• Experience with travel booking or reservation software.
• Strong administrative accuracy and multitasking ability.
• Relevant and equivalent work experience includes volunteer work, internships, freelance work, and transferable skills.

Required Knowledge, Skills and Abilities:

• Previous experience in phone-based reservations, call center, or sales-focused customer service preferred.
• Strong sales and upselling abilities with proven success in meeting targets.
• Knowledge of travel booking systems or online reservation software is a plus.
• Excellent verbal communication and active listening skills.
• Strong organizational skills, accuracy, and attention to detail.
• Ability to work in a fast-paced environment and handle multiple calls/reservations efficiently.
• Experience with group travel or hosted tours preferred.

Physical Requirements:

• May require flexible scheduling, including evenings or weekends, to meet client travel needs.
• Ability to sit for periods of time looking at computer screen; manual dexterity and coordination are required while operating equipment such as computer keyboard, mouse.
• Good physical stamina required; may require movement between buildings, including walking on uneven ground, using staircases in historical buildings without elevators.

Equal employment opportunity for all is an essential philosophy at the A.R.E. and throughout the organization, including Atlantic University, Edgar Cayce Foundation, Cayce/Reilly School of Massage, and the A.R.E. Health Center and Spa. We will evaluate all applicants for employment without regard to sex, race, religion, marital status, sexual orientation, age, national origin, color, veteran status, non-disqualifying disability, genetic information, or any other characteristic protected by law.

At A.R.E., we are committed to providing reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the job. This job description outlines the typical functions of the position, and employees with disabilities can perform these essential functions with or without reasonable accommodations. We will provide accommodations unless doing so would cause an undue hardship for the employer. We are an equal opportunity employer and do not discriminate on the basis of disability.