Reservations Executive (225-1013)

The Reservations Executive plays a vital role in a company’s hospitality or travel sector, responsible for handling customer inquiries and managing the reservations system efficiently. This position requires a high level of customer service, organizational skills, and attention to detail, ensuring each client's needs are met and exceeded. The main goal of a Reservations Executive is to provide exemplary service that ensures customer satisfaction and loyalty while optimizing bookings for maximum business capacity. The ideal candidate will possess a sound knowledge of reservation systems, outstanding communication skills, and a proactive approach to problem-solving to handle routine queries and complex customer scenarios with ease. This role demands connectivity with various departments to ensure a seamless customer experience from initial inquiry through to their departure.

Responsibilities

• Manage all incoming reservations requests and inquiries promptly and courteously.
• Update and maintain accurate reservations records and customer details consistently.
• Coordinate with other departments to ensure seamless service delivery for guests.
• Provide guests with information on hotel facilities, services, and promotions.
• Handle reservation modifications, cancellations, and no-shows as per policies.
• Resolve customer complaints and challenges with a focus on quality and efficiency.
• Assist in developing pricing and promotional strategies to maximize sales opportunities.
• Generate reservation reports for management to analyze occupancy and revenue trends.
• Maintain a thorough understanding of competitor products and services for strategic advantage.
• Support the Sales and Marketing departments with booking patterns and guest feedback.
• Train junior staff and new hires in the reservations process and customer service excellence.
• Contribute to an environment of teamwork and cooperation among staff members.

Requirements

• Minimum of a high school diploma; a degree in hospitality or business is a plus.
• Previous experience in a reservations or customer service role is essential.
• Proficiency in computer systems, including MS Office and reservation software.
• Strong communication skills, both written and verbal, are required.
• Ability to multitask and perform under pressure in a fast-paced environment.
• Excellent problem-solving skills and attention to detail are necessary.
• Flexible with working hours, including weekends and holidays, as needed.