Job Overview:
As a Reservationist, you will play a crucial role in the hotel's success by managing reservations efficiently and providing exceptional customer service to guests. You will be responsible for handling inquiries, processing bookings, and ensuring accurate and timely communication with guests, all while adhering to hotel policies and procedures.
Key Responsibilities:
- Reservation Handling : Manage incoming reservation inquiries via phone, email, and online platforms. Assist guests in making reservations, modifying existing bookings, and providing information about room availability, rates, and hotel amenities. Input reservation details accurately into the hotel's reservation system. Monitor room availability and update reservation system accordingly.
- Customer Service: Provide personalised assistance to guests, addressing their queries and concerns promptly and professionally. Offer recommendations and suggestions to guests regarding room selections, packages, and special requests. Handle guest complaints or issues effectively, escalating to management when necessary.
- Administrative Duties: Maintain accurate records of reservations, cancellations, and modifications. Prepare and distribute daily reports related to reservations, occupancy rates, and room availability. Coordinate with other hotel departments, such as housekeeping and front desk, to ensure seamless guest experiences.
- Sales and Upselling: Promote hotel services, packages, and special offers to guests during reservation inquiries. Upsell room upgrades, additional services, and amenities to enhance the guest experience and maximise revenue.
- Communication and Coordination: Communicate effectively with guests, colleagues, and other departments to ensure smooth operations. Collaborate with the sales and marketing team to implement promotional strategies and achieve revenue targets. Relay special requests or preferences from guests to relevant departments to ensure guest satisfaction.
Experience:
- Education: A high school diploma or equivalent qualification is required. Additional training or certification in hospitality management or related field is a plus.
- Previous experience in a customer service, sales or hospitality role preferred.
- Proficiency in using reservation management systems and software.
- Excellent communication and interpersonal skills.
- Strong attention to detail and accuracy in data entry.
- Ability to work effectively in a fast-paced environment and handle multiple tasks simultaneously.
- Flexibility to work shifts, including weekends and holidays, as per the hotel's scheduling needs.
