Reservations Executive

Job Summary:

As a Hotel Reservations Executive, you will be responsible for handling all aspects of guest reservations in a professional, efficient, and courteous manner. You will assist guests with inquiries, provide accurate information about hotel services and facilities, and ensure all reservations are processed accurately. Additionally, you will maximize room bookings and revenue through suggestive selling and upselling techniques.

Key Responsibilities:

1. Reservation Handling: Process reservations by mail, telephone, fax, and central reservation systems promptly and accurately.
2. Customer Service: Provide excellent customer service to all guests, handling inquiries, complaints, and resolving any issues promptly.
3. Information Provision: Inform guests about hotel facilities, services, and local attractions to enhance guest experience.
4. Sales and Revenue Generation: Maximize room bookings and revenue through upselling and suggestive selling techniques.
5. Administration: Maintain accurate records of reservations and guest accounts, ensuring all relevant details are recorded correctly.
6. Communication: Liaise with other departments to ensure seamless guest experience and resolve any operational issues.
7. Problem Solving: Address guest concerns and complaints effectively, finding solutions to ensure guest satisfaction.
8. Compliance: Adhere to all hotel policies and procedures, ensuring compliance with health and safety regulations.
9. Team Collaboration: Work collaboratively with colleagues to achieve common goals and provide excellent service.

Requirements:

• Proven experience as a Hotel Reservations Agent or similar role in the hospitality industry.
• Knowledge of reservation systems and hotel booking procedures.
• Strong communication and customer service skills.
• Excellent organizational and multitasking abilities.
• Attention to detail and accuracy.
• Ability to work effectively under pressure and handle challenging situations calmly.
• Flexibility to work various shifts, including weekends and holidays.
• Diploma or degree in Hospitality Management or a related field is preferred.

Preferred Skills:

• Additional language proficiency is advantageous.
• Knowledge of local attractions and tourist spots.

CPERM22