Guest Service Officer – Reservations 27D25

As a Guest Service Officer – Reservations, you will play a crucial role in ensuring that all guest reservation needs are met in a prompt and professional manner. You will serve as the first point of contact for hotel guests and will be responsible for providing exceptional customer service by handling inquiries, bookings, and reservation modifications with efficiency. Your expertise will help maintain the hotel's occupancy levels and ensure guests have a seamless experience from the time they make a reservation until they check out. You will collaborate with different departments to tailor guest experiences and resolve any challenges that may arise, thereby enhancing customer satisfaction and loyalty.

Responsibilities

• Handle guest inquiries and reservation requests via phone, email, and online platforms.
• Accurately input and update guests' reservations into the hotel management system.
• Provide detailed information about rooms, rates, and packages to potential guests.
• Assist guests in making reservations that fit their preferences and requirements.
• Communicate special requests and important reservation information to relevant departments.
• Manage group bookings and coordinate with event planners as required.
• Resolve any reservation-related issues or complaints swiftly and effectively.
• Upsell hotel services and amenities to boost revenue and enhance guest satisfaction.
• Maintain a high level of product and service knowledge to assist guests better.
• Prepare daily, weekly, and monthly reports on reservations and occupancy rates.
• Ensure guest data confidentiality and adhere to data protection protocols.
• Collaborate with the sales and marketing team to execute promotional activities.

Requirements

• High school diploma or equivalent qualification; a degree is preferred.
• Minimum of two years' experience in hospitality or customer service required.
• Proficiency in using hotel reservation software and Microsoft Office Suite.
• Excellent verbal and written communication skills are essential.
• Strong problem-solving abilities and attention to detail are crucial.
• Ability to multitask and handle high-pressure situations gracefully.
• Fluency in additional languages is a distinct advantage for this role.