Guest Service Officer – Reservations 29O25

The Guest Service Officer – Reservations plays a crucial role in hospitality by effectively managing guest reservations and ensuring a seamless booking experience. As the first point of contact for potential guests, the officer is responsible for delivering excellent customer service, addressing queries, and managing reservations with accuracy and efficiency. This role is pivotal in maintaining the reputation and service standards of the establishment, ensuring guests feel valued even before they arrive. The position demands exceptional communication skills, a keen eye for detail, and the ability to work well under pressure in a fast-paced environment. It requires a proactive approach to resolving issues, a comprehensive understanding of the facility's offerings, and the ability to upsell services to maximize revenue.

Responsibilities

• Respond swiftly and professionally to reservation inquiries via phone and email.
• Accurately input and update guest reservation details in the system.
• Maintain proficiency in all reservation-related software and programs used by the hotel.
• Provide detailed information about amenities, room features, and local attractions.
• Assist guests in choosing the most suitable accommodation options for their needs.
• Handle booking modifications and cancellations efficiently to ensure guest satisfaction.
• Communicate special guest requests and preferences to relevant departments promptly.
• Collaborate with the marketing team to promote special offers and packages to guests.
• Manage and resolve customer complaints with a calm and positive manner.
• Prepare daily, weekly, and monthly reports related to occupancy and revenue patterns.
• Maintain strict confidentiality regarding guest and hotel information.
• Contribute to team meetings by providing insightful feedback and suggestions.

Requirements

• Previous experience in hotel reservations or customer service is preferred.
• Excellent oral and written communication skills are essential.
• Proficiency in reservation management software and Microsoft Office Suite.
• Strong problem-solving skills with a customer-oriented approach.
• Ability to handle high-pressure situations and remain calm under stress.
• Exceptional organizational skills and attention to detail are required.
• Willingness to work flexible shifts, including evenings and weekends.