Reservations Agent / Officer

Description

This role is vital for ensuring a positive guest experience and optimizing room occupancy. The Reservations Agent will be responsible for handling all incoming guest inquiries, processing reservations, and providing exceptional customer service.

Responsibilities and Duties

* Handle all guest inquiries effectively and efficiently via telephone and other relevant channels. * Accurately input and manage guest reservations within the hotel's reservation system. * Collaborate closely with the Front Office and Sales & Marketing departments to share insights and feedback on guest inquiries and reservations. * Actively promote hotel services and amenities, including room types, pricing, and special offers. * Provide friendly and courteous service to all guests and callers, ensuring the highest standards of customer satisfaction. * Build rapport with guests and effectively address their needs and concerns. * Ensure all reservation information is accurately entered into the system, minimizing errors. * Maintain detailed and accurate records of all guest interactions and reservations. * Effectively upsell room types, packages, and other services to maximize revenue. * Handle guest price objections professionally and effectively. * Complete all daily tasks diligently and efficiently. * Stay informed about all hotel services, facilities, and promotions. * Actively participate in team training and development initiatives. * Take In-Room Dining orders and actively upsell menu items.

Qualifications and Requirements

* High School Diploma or equivalent. * Prior experience in a customer service or hospitality role is preferred. * Strong verbal and written communication skills with the ability to effectively interact with guests. * A strong customer-centric approach with a focus on providing exceptional guest service. * Excellent interpersonal skills with the ability to build rapport and maintain a professional demeanor. * Meticulous attention to detail and accuracy in all tasks, especially data entry. * Strong organizational and time management skills with the ability to prioritize tasks and manage multiple requests simultaneously. * Proficiency in using hotel property management systems (PMS), such as Opera, is preferred. * Ability to work flexible shifts, including evenings, weekends, and holidays. * Service-oriented attitude with a desire to exceed guest expectations. * Ability to work effectively both independently and as part of a team. * Strong work ethic and a commitment to continuous learning.

Working Condition

Salary

Basic Salary 2200