Guest Service Officer – Reservations (225-907)

The role of a Guest Service Officer in Reservations is pivotal to ensuring a seamless experience for guests from the moment they express an interest in the establishment until they check out. This position requires a proactive approach, a friendly demeanor, and keen attention to detail. As the initial point of contact for guests, the Guest Service Officer plays a critical role in setting the tone for their stay, handling reservations inquiries, and managing booking processes efficiently. Apart from maintaining reservation systems, this role involves resolving potential booking issues with creativity, ensuring guest satisfaction, and promoting the establishment’s services. A successful Guest Service Officer in Reservations is someone who can communicate effectively, build rapport with guests, and employ problem-solving skills to enhance the overall guest experience.

Responsibilities

• Manage guest reservations efficiently, ensuring accurate entry of booking details.
• Handle inquiries via phone, email, and in-person with a positive attitude.
• Provide detailed information about room availability, rates, and amenities.
• Update the reservation system with changes, cancellations, or special requests.
• Coordinate with housekeeping and other departments to ensure seamless guest experiences.
• Resolve booking conflicts or guest concerns promptly and professionally.
• Promote special packages and upgrades to enhance guest stays.
• Maintain detailed records of guest interactions and reservations history.
• Assist guests with pre-arrival arrangements and special requests.
• Handle payment processes and provide accurate billing information to guests.
• Follow up with guests post-stay to assess satisfaction and gather feedback.
• Adhere to all company policies and procedures in managing reservations.

Requirements

• High school diploma or equivalent; hospitality-related qualifications preferred.
• Previous experience in reservations or customer service roles is advantageous.
• Excellent communication skills in English; additional languages are a plus.
• Proficient in using reservation software and basic computer applications.
• Strong organizational skills and attention to detail are essential.
• Ability to handle stressful situations and resolve conflicts effectively.
• Flexibility to work shifts, weekends, and public holidays as required.