Reservations Officer (225-803)

Join our team as a Reservations Officer where you will play a vital role in ensuring our customers have exceptional experiences from the very first point of contact. As a Reservations Officer, you will be responsible for managing customer inquiries and processing booking requests efficiently and accurately. You will work within a dynamic team environment that values superior customer service, attention to detail, and effective communication. This position offers an opportunity to work in an engaging and fast-paced environment, often interacting with guests, travel agents, and corporate clients, providing support and precise information tailored to their specific needs. Your contribution will be crucial to maintaining the high standards we are known for, directly impacting client satisfaction and loyalty. If you are detail-oriented, proactive, and passionate about hospitality and tourism, this role can offer you both professional growth and satisfaction.

Responsibilities

• Manage and process hotel reservation requests efficiently and accurately.
• Provide exceptional customer service to guests and travel agents via phone.
• Keep accurate records of bookings and guest interactions in the system.
• Assist in resolving any reservation-related issues or complaints amicably.
• Coordinate with finance to handle payments, including deposits and refunds.
• Liaise with other departments to ensure seamless guest experiences.
• Stay updated with hotel promotions, rates, and room availability information.
• Provide guests with accurate information about hotel facilities and services.
• Generate reports on reservation activities to inform management decisions.
• Upsell additional services to enhance guest experiences and revenue.
• Train junior staff on reservation processes and guest interaction protocols.
• Ensure compliance with all data protection and privacy regulations.

Requirements

• Previous experience in reservations or a related customer service role preferred.
• Strong communication and interpersonal skills, both written and verbal.
• Proficiency in using reservation software and Microsoft Office applications.
• Excellent organizational and multitasking abilities in a fast-paced environment.
• Detail-oriented with a commitment to providing accurate information to clients.
• Ability to work flexible hours, including evenings and weekends if necessary.
• Problem-solving skills and a positive attitude towards challenging situations.
• Knowledge of the hospitality or travel industry is an added advantage.