Hotel Reservations Executive (Call Centre)

Description

We are seeking a customer-focused Reservations Agent to assist guests in planning and booking a range of resort products and services. This role requires understanding guests' needs to deliver personalized solutions and ensure a seamless booking experience. The ideal candidate will embody a customer-centric mindset, possess excellent communication skills, and demonstrate the ability to handle challenges effectively in a fast-paced environment.

Responsibilities and Duties

• Assist guests in planning and booking reservations for resort products and services. • Understand guests’ preferences and provide tailored recommendations and solutions. • Maintain a customer-centric attitude, ensuring excellent service through all communication channels. • Deliver a high-touch guest experience in line with the company’s service standards. • Address first-level complaints with professionalism and a pleasant disposition. • Respond effectively and efficiently to guest requests and services, demonstrating agility in handling tasks. • Apply logical thinking and emotional intelligence to resolve guest challenges, consulting with a Manager on Duty when necessary. • Stay informed about resort events and activities to provide accurate and timely information. • Follow hotel guidelines to respond to emergencies appropriately. • Work towards achieving individual and team key performance indicators (KPIs). • Take on additional responsibilities as assigned to support operations.

Qualifications and Requirements

• Proven experience as a hotel reservations agent, concierge, or in a customer service role is an advantage. • Proficiency in English is required; fluency in additional languages is highly preferred. • Exceptional verbal and written communication skills. • Polite, confident, and patient demeanor with strong customer service skills. • Ability to remain composed when handling complaints or emergency situations. • Strong multitasking skills and familiarity with technology and applications. • Willingness to work rotational shifts, including public holidays and overnight shifts, as needed. • Collaborative, adaptable, and comfortable working in a dynamic environment. • Organized, resourceful, meticulous, and able to work independently. • Ability to sit for extended periods and work in front of a computer. • Candidates who demonstrate independence and reliability may be eligible for remote work options.

Working Condition

Salary

Basic Salary 2500