Customer Care Center - Executive

Purpose Of The Role

To handle all rooms, restaurant, and events reservations, including related inquiries on rates, packages, and promotions received via calls, emails, chat, and web. Ensure timely, accurate, and customer-focused responses to maximize revenue and guest satisfaction.

Key Responsibilities

• Reservations Handling
• Process reservations from multiple channels (calls, emails, chat, web) accurately in PMS, CRS, or CRM systems.
• Manage reservation amendments and cancellations promptly, ensuring system updates.
• Respond to inquiries and confirmations in a timely and professional manner.
• Issue confirmation letters, maintain reservation traces, and file correspondence.
• Guest Interaction & Sales
• Answer calls using correct salutations and telephone etiquette.
• Identify guest needs through effective questioning and recommend suitable options.
• Describe rooms, restaurants, facilities, and services with enthusiasm and product knowledge.
• Promote special packages, seasonal offers, and holiday promotions.
• Offer alternative dates when preferred dates are unavailable.
• Clearly explain guarantee, deposit, and cancellation policies.
• Record and accommodate special requests in the system.
• Update guest profiles to support personalized service.
• System Use & Coordination
• Ensure accurate reservation entries and billing arrangements (LPOs, direct billing, deposits).
• Add notes and flags to inform other departments of guest preferences.
• Stay updated on room availability, restricted dates, packages, and promotions.
• Relay accurate information on transportation or special arrival requests.
• Knowledge & Compliance
• Maintain knowledge of hotel facilities, services, operating hours, and room layouts.
• Comply with departmental policies and procedures.
• Stay proficient in all operating systems.
• Keep workstation clean and stocked with supplies.
• Guest Satisfaction & Problem Resolution
• Handle reservation-related complaints using standard procedures.
• Escalate issues when necessary and follow up for timely resolution.
  
  

• Computer literate; knowledge of Opera and Amadeus is an advantage.
• Arabic language skills are an advantage.
  
  

• Bachelor’s degree in Hospitality Management, Tourism, Business Administration, or a related field.
  
  

• Strong communication skills (verbal, listening, questioning, and telephone).
• Ability to work effectively with diverse groups and under pressure.
• Well-organized, customer-focused, and willing to learn.
• Team player with a positive attitude.