Hotel Reservations Executive

Description

This role focuses on assisting guests with planning and booking reservations for various resort products and services. The position emphasizes providing personalized solutions, delivering excellent customer service across all communication channels, and effectively handling guest inquiries and concerns.

Responsibilities and Duties

* Assist guests with planning and securing reservations for a range of resort offerings. * Understand individual guest needs and provide tailored solutions to meet those needs. * Provide customer-focused service to both internal and external guests through all communication channels. * Deliver a high-quality service experience that aligns with the organization's service strategy. * Handle initial guest complaints with a positive and helpful attitude. * Efficiently and effectively manage guest services and requests. * Use logical reasoning and emotional intelligence to address guest challenges and proactively offer solutions in consultation with a manager on duty. * Maintain current knowledge of hotel events and activities to provide accurate and timely information to guests. * Respond appropriately to emergency situations according to established hotel protocols. * Contribute to the achievement of individual and team performance goals. * Perform other related duties as assigned.

Qualifications and Requirements

* Prior experience as a hotel reservation agent, concierge, or in a customer service role is preferred. * Proficiency in both English and Japanese to effectively communicate with English and Japanese-speaking guests. * Excellent verbal and written communication skills. * Polite, confident demeanor with a high level of patience. * Customer-centric approach and ability to perform well under pressure. * Composure in handling complaints and emergencies. * Ability to multitask and comfort working with various software applications and technology. * Willingness to work rotating shifts, including public holidays and overnight shifts, based on operational needs. * Ability to collaborate effectively and adapt to changes in a dynamic work environment. * Maturity, meticulousness, resourcefulness, strong organizational skills, and the ability to work independently. * Flexibility to adapt to changes in work assignments to meet business/operational needs. * Ability to work at a computer and remain seated for extended periods.

Working Condition

Salary

Basic Salary 3000