This role is crucial to our hotel’s success, as you will be responsible for managing reservations and providing exceptional customer service to our guests. In this role, you will handle inquiries, process bookings, and communicate with guests while adhering to hotel policies and procedures.

Key Responsibilities

• Reservation Handling: Manage incoming reservation inquiries via phone, email, and online platforms. Assist guests with making reservations, modifying existing bookings, and providing information about room availability, rates, and hotel amenities. Input reservation details accurately into our reservation system and monitor room availability.
• Customer Service: Provide personalised assistance to guests, addressing their queries and concerns promptly and professionally. Offer recommendations and suggestions regarding room selections, packages, and special requests. Handle guest complaints or issues effectively, escalating to management when necessary.
• Administrative Duties: Maintain accurate records of reservations, cancellations, and modifications. Prepare and distribute daily reports related to reservations, occupancy rates, and room availability. Coordinate with other hotel departments, such as housekeeping and front desk, to ensure seamless guest experiences.
• Sales and Upselling: Promote hotel services, packages, and special offers to guests during reservation inquiries. Upsell room upgrades, additional services, and amenities to enhance the guest experience and maximise revenue.
• Communication and Coordination: Communicate effectively with guests, colleagues, and other departments to ensure smooth operations. Collaborate with the sales and marketing team to implement promotional strategies and achieve revenue targets. Relay special requests or preferences from guests to relevant departments to ensure guest satisfaction.

Qualifications, Experience & Skills

• Education: A high school diploma or equivalent qualification is required. Additional training or certification in hospitality management or a related field is a plus.
• Previous experience in a customer service, sales, or hospitality role is preferred.
• Proficiency in using reservation management systems and software.
• Excellent communication and interpersonal skills.
• Strong attention to detail and accuracy in data entry.
• Ability to work effectively in a fast-paced environment and handle multiple tasks simultaneously.
• Flexibility to work shifts, including weekends and holidays, as per the hotel’s scheduling needs.