Reservations Coordinator
2 days ago
About the Role:
We are seeking a highly skilled and organized Reservations Agent to join our team at The Standard Hotel. As a key member of our front desk team, you will be responsible for handling reservations, providing exceptional customer service, and ensuring a seamless guest experience.
Responsibilities:
- Manage and process incoming reservations, ensuring accurate entry of guest details into our property management system.
- Deliver exceptional customer service by addressing guest inquiries, providing information about hotel amenities, rates, and availability, and resolving any booking-related issues or concerns.
- Modify and cancel reservations according to guest requests, adhering to hotel policies and procedures.
- Complete daily reports, including No Show, Cancellation, Arrival reports, ensuring accuracy and timely submission.
- Manage payments, including prepayments, no-show charges, cancellation fees, ensuring proper documentation and processing.
- Upsell and cross-sell additional services, such as special packages and room upgrades, to enhance guest experience and drive revenue.
- Accurately record and update reservation data, including guest preferences and special requests, in our property management system.
- Coordinate with other hotel departments, such as Front Desk, Housekeeping, to communicate guest needs and ensure a smooth check-in and check-out process.
- Address and resolve booking-related issues or discrepancies efficiently, escalating complex problems to the appropriate department or management when necessary.
- Stay updated on hotel policies, promotions, and local events to provide accurate and useful information to guests.
- Maintain a high standard of professionalism, ensuring all tasks and guest correspondence are completed promptly and accurately.
Requirements:
- Knowledge in Opera Cloud or Property Management System will be an advantage.
- Proficient in MS Office will be an advantage.
- Fluent in English; multilingual is strongly preferred.
- Team player but also able to work independently.
- Good time management skills.
- Minimum 1 year of relevant experience in the hotel industry.
- Pre-opening experience will be an advantage.
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