Reservation and Call Center Executive

Description

The Reservation and Call Center Executive is responsible for answering inquiries about hotel facilities, services, local attractions, and other relevant information. This role involves processing reservations via email, phone, central reservation systems, and travel agents, as well as maintaining accurate reservation records and creating confirmation letters. The executive communicates guest information to relevant departments, passes on requests promptly to colleagues, and ensures timely processing of cancellations, modifications, and advance deposits. Additionally, they manage group bookings and sales contracts, ensuring all details are entered and tracked correctly.

Responsibilities and Duties

Respond to inquiries about hotel facilities, services, airline partnerships, local attractions, directions, and more. Relay relevant guest information to appropriate departments or personnel. Ensure timely and accurate transmission of guest requests to the appropriate colleagues. Handle reservation processing via email, phone, central reservation systems, sales/catering office, other hotel departments, and travel agents. Enter sales bookings and group contracts promptly. Maintain reservation records organized by arrival date. Prepare confirmation letters for reservations. Efficiently process cancellations and modifications. Monitor and process advance deposits or prepayments for reservations.

Qualifications and Requirements

Excellent customer service skills, with the ability to address guest needs and ensure a positive experience. Strong verbal and written communication skills, able to effectively interact with guests, team members, and other departments. Flexible and willing to work varying schedules, including weekends, evenings, and public holidays as required. Proficient in using hotel property management systems (PMS), extranets, and central reservation systems, with a solid understanding of their functionalities to manage bookings and guest information efficiently.

Working Condition

Working hours

5 days / 44 hours