Guest Service Officer – Reservations (225-730)

As a Guest Service Officer – Reservations, you will be the front-line ambassador of our esteemed establishment, responsible for delivering outstanding customer service that exceeds the expectations of our guests. In this role, you will manage reservations and inquiries with efficiency, professionalism, and a warm demeanor, ensuring guests have a seamless booking experience. You will work closely with the sales and event planning teams to optimize occupancy rates while maintaining the highest standards of service. The role demands excellent communication skills, an ability to resolve guest issues promptly, and proficiency in using reservation software to update and manage bookings. Your attention to detail, coupled with your ability to create personalized experiences for guests, will be crucial in enhancing our reputation and encouraging guest loyalty.

Responsibilities

• Handle guest reservations both over the phone and through online bookings efficiently.
• Provide accurate information regarding room rates, special offers, and amenities to inquiries.
• Maintain records of room availability and guest accounts meticulously and regularly update the database.
• Ensure all reservations follow the company's policies and procedures to prevent issues.
• Assist guests with modifications, cancellations, or other special requests concerning their bookings.
• Coordinate with housekeeping and maintenance to ensure rooms are ready for guest check-in.
• Liaise with sales team to promote seasonal packages and attract repeat business efficiently.
• Address guest complaints or concerns with empathy and find effective solutions promptly.
• Process payments and set up billing accounts for guests as part of the reservation process.
• Analyze reservation trends and report insights to managers for strategic planning.
• Train new staff on reservation systems and standard operating procedures as needed.
• Stay updated on hotel services, promotions, and local attractions to assist guests effectively.

Requirements

• High school diploma or equivalent; hospitality degree is an advantage.
• Previous experience in hotel reservations or guest service is preferred.
• Proficiency in using hotel management software and reservation systems is required.
• Strong organizational skills with attention to detail in handling booking records.
• Excellent verbal and written communication skills for guest interactions.
• Ability to adapt to fast-paced environments and resolve issues under pressure.
• Flexible schedule availability, including weekends and holidays, is necessary.