Reservations Officer (225-628)

The Reservations Officer is the pivotal figure in the hospitality or travel industry responsible for handling customer inquiries and booking requests. This position ensures guests or clients have a seamless experience from the first point of contact to the final confirmation of their arrangements. The role entails assessing client needs, suggesting the best available offerings, and managing reservation systems efficiently. A keen eye for detail, proficient communication skills, and the ability to multitask are crucial for success in this position. The Reservations Officer plays a critical role in maximizing occupancy and revenue while guaranteeing a high level of customer satisfaction. This position suits someone passionate about delivering exceptional service, enjoys working with people, and is capable of working in a fast-paced environment.

Responsibilities

• Handle reservations inquiries through various communication modes like phone, email, and in-person.
• Provide accurate and valuable information to clients regarding services and promotions.
• Maintain and update reservation systems with current availability and pricing information.
• Coordinate with other departments to ensure customer requests are fully met.
• Follow up on reservations and make necessary adjustments to accommodate clients.
• Prepare reports on reservations statistics and provide feedback to management.
• Handle customer complaints and resolve issues in a professional manner.
• Upsell additional services and facilities whenever possible to maximize revenue.
• Ensure compliance with privacy policies when handling client personal data.
• Stay current with industry trends to provide the best service and advice.
• Train and mentor junior reservations staff as required by the manager.
• Perform administrative tasks related to reservations and bookings as needed.

Requirements

• Bachelor’s degree in Hospitality, Travel, or a related field preferred.
• Previous experience in a reservations or customer service role advantageous.
• Excellent communication and interpersonal skills for efficient client interaction.
• Proficient in using reservation systems and Microsoft Office applications.
• Strong organizational skills and the ability to multitask effectively.
• Attention to detail and a high level of accuracy when processing reservations.
• Ability to work flexible hours, including evenings and weekends if required.
• A proactive attitude with problem-solving capabilities in dynamic situations.