Job Description

Key Requirements:

Experience:

Minimum 5 ?years of experience in handling reservations within the hospitality industry.

Experience in managing direct calls from guests, travel agents, and other external sources.

Skills:

Excellent Communication: Clear, professional, and persuasive communication skills, both spoken and written.

Convincing Ability: Ability to convert inquiries into bookings and upsell additional services (e.g., upgrades, special offers).

Interpersonal Skills: Strong relationship-building ability with guests and travel agents.

Attention to Detail: Accuracy in entering guest information and maintaining records.

Languages:

Proficient in English. Knowledge of additional languages is a plus.

Technical Skills:

Familiarity with reservation systems (Opera, IDS, etc.) and CRM software.

Basic proficiency in Microsoft office (Excel, Word).

Qualifications:

Degree or diploma in Hospitality Management or related field preferred.

Key Responsibilities:

Reservation Handling:

Answer incoming calls from guests and travel agents to provide information about room availability, rates, and hotel services.

Convert inquiries into confirmed bookings through effective communication and upselling.

Booking Management:

Accurately process reservations, ensuring all guest details are entered into the reservation system and bookings are confirmed.

Manage modifications or cancellations as needed.

Guest Interaction:

Provide a high level of customer service by understanding guests' preferences and offering personalized options.

Address guest concerns or complaints related to reservations in a professional manner.

Communicate special guest requests or preferences to relevant departments.

Upselling and Revenue Maximization:

Promote additional services such as room upgrades, spa packages, and local tours to enhance guest experience and increase revenue.

Identify and act on opportunities to upsell during the reservation process.

Administrative Duties:

Maintain accurate records of all reservations and cancellations.

Generate reports on booking trends, occupancy, and guest feedback.

Customer Relationship Management:

Foster strong relationships with repeat clients and travel agents.

Send booking confirmations, reminders, and post-stay feedback requests to ensure guest satisfaction.

Additional Qualities:

Flexible to work in shifts, including weekends and holidays.

Problem-solving and conflict resolution skills to handle last-minute changes or issues.

Ability to multitask effectively and stay calm under pressure.

A positive attitude with a focus on providing exceptional guest service.

Job Type: Full-time

Pay: ?14,000.00 - ?17,000.00 per month

Schedule:

• Day shift

Supplemental Pay:

• Performance bonus

Experience:

• total work: 3 years (Required)

Work Location: In person