Reservations Officer 03N25

As a Reservations Officer, you will play a pivotal role in ensuring seamless reservation procedures and customer satisfaction within our hospitality organization. You will be responsible for managing bookings, providing exceptional customer service, and maintaining accurate records of reservations from initial inquiry to confirmation. This role will require expertise in assisting customers with their booking needs, recommending suitable accommodations, and resolving any issues that arise. You will also collaborate with other departments to provide a seamless booking experience, thereby contributing to customer loyalty and business growth. Your attention to detail and strong communication skills will be instrumental in ensuring a high standard of service and customer satisfaction.

Responsibilities

• Manage incoming reservation requests and ensure all inquiries are promptly addressed.
• Provide detailed information about accommodation options and booking terms.
• Process reservations using the organization’s booking system accurately and efficiently.
• Collaborate with other departments to cater to customer special requests needs.
• Ensure all reservation details are accurately entered into the system and filed properly.
• Confirm bookings by sending professional and clear confirmation documents to clients.
• Resolve customer complaints and concerns with patience and professionalism.
• Monitor and manage availability of accommodations to maximize occupancy rates.
• Conduct regular follow-ups with clients to confirm and verify booking details.
• Assist in the preparation of reports on occupancy and reservations trends.
• Utilize upselling techniques to maximize profitability and customer experience.
• Maintain updated knowledge of industry trends, pricing, and competitor booking strategies.

Requirements

• Bachelor's degree in hospitality management, business administration, or a related field.
• Proven experience as a Reservations Officer or in a similar customer service role.
• Proficiency in using hotel booking systems and relevant software applications.
• Excellent verbal and written communication skills for handling customer inquiries.
• Strong organizational skills with attention to detail and problem-solving abilities.
• Ability to work flexible hours, including nights and weekends, as needed.
• Outstanding interpersonal skills and a customer-focused attitude are essential.