· Handling Reservations:
Managing reservations received through various channels (phone, email, online platforms).
· Customer Service:
Providing excellent customer service by addressing inquiries, resolving issues, and ensuring guest satisfaction.
· Maintaining Records:
Accurately recording and updating reservation details, including guest information, dates, rates, and payment information.
· Processing Payments:
Handling payments for reservations and ensuring accurate financial transactions.
· Coordinating with Other Departments:
Working with sales & marketing, to ensure smooth operations and guest satisfaction.
· Managing Cancellations and Modifications:
Handling changes to existing reservations, including cancellations and modifications, according to hotel policies.
· Upselling and Cross-selling:
Identifying opportunities to upsell or cross-sell additional services or packages to guests.
· Maintaining Knowledge:
Staying updated on hotel offerings, rates, availability, and promotions.
· Problem Solving:
Addressing and resolving guest issues and complaints related to reservations.
Skills Required:
· Communication Skills: Excellent verbal and written communication skills to interact with guests and colleagues.
· Customer Service Skills: Strong ability to provide exceptional customer service and build rapport with guests.
· Organizational Skills: Ability to manage multiple tasks, prioritize effectively, and maintain accurate records.
· Problem-Solving Skills: Ability to identify and resolve issues related to reservations.
· Computer Skills: Proficiency in using reservation systems, Microsoft Office Suite, and other relevant software.
· Sales Skills: Ability to upsell and cross-sell services to guests.
· Knowledge of the Hospitality Industry: Understanding of hotel operations, reservation procedures, and revenue management.