Reservations and Communications Specialist

Roles and responsibilities

Show complete product knowledge, understand rate structure and apply rate management
Assist guest who may need cancellations or modifications of booking reservation.
Process and confirm guest reservations made by clients on the phone or email.
Process payments and send reservation confirmation thru email to the guests.
Remain up to date with all the promotions in and around the hotel and follow established procedures to process all room reservations, rates, confirmations, hotel facilities, etc.
Reservation Management

Process Reservations: Handle reservations for hotel rooms, event spaces, and other services, ensuring that bookings are confirmed, entered into the system, and accurately recorded.
Manage Cancellations and Modifications: Assist guests with modifying or canceling reservations as needed, ensuring that policies are followed and that any changes are documented properly.
Confirm Reservations: Send reservation confirmation details to guests, including dates, pricing, special requests, and other relevant information.
Group and Corporate Bookings: Manage group reservations, including corporate events, conferences, and large family bookings, ensuring that all needs are addressed (e.g., room block reservations, AV equipment, catering, etc.).
Overbooking Management: Monitor room availability and manage overbooking situations by coordinating with other departments to provide solutions.
Guest Communication and Customer Service

Respond to Inquiries: Handle inquiries from potential guests regarding room availability, services, pricing, promotions, and any other guest needs.
Provide Information: Offer guests information about the property’s facilities, amenities, local attractions, and services to enhance their stay.
Manage Requests: Assist guests with special requests, such as room preferences (e.g., high floor, smoking/non-smoking), early check-in, or late check-out.
Handle Complaints: Address any issues or complaints raised by guests during the reservation process or post-booking, and work with other departments to resolve concerns promptly.

Desired candidate profile

• • Strong Communication Skills: Ability to communicate clearly and professionally both verbally and in writing with guests, staff, and third-party vendors.
  • Attention to Detail: High attention to detail when entering and processing reservation information to avoid errors.
  • Multitasking Abilities: Ability to manage multiple tasks at once, such as handling phone calls, emails, and reservations without sacrificing accuracy or customer service.
  • Problem-Solving Skills: Quick thinking and the ability to resolve issues, such as overbookings, guest complaints, or last-minute changes.
  • Organizational Skills: Ability to maintain a well-organized reservation system, manage schedules, and prioritize tasks effectively.
  • Sales Abilities: Capability to upsell or cross-sell services and amenities, providing clients with additional value and generating more revenue for the company.

• Personal Attributes

  • Customer-Centric: A focus on customer service, with an empathetic approach to addressing guest needs and concerns.
  • Positive Attitude: An optimistic and professional demeanor that helps maintain high levels of customer satisfaction.
  • Adaptability: Ability to work in a fast-paced, changing environment, especially during peak seasons or unexpected disruptions.
  • Team Player: Ability to collaborate with other departments such as front desk, housekeeping, and sales to ensure guest satisfaction.