Reservations Customer Service Representative
2 weeks ago
We are seeking a highly skilled and experienced Reservation Agent to join our team. As a Reservation Agent, you will be responsible for handling all reservation-related matters, including individual and group bookings, ensuring accurate input of details such as rate codes, room types, guest details, flight information, mode of guarantee, and cancellation policies.
You will serve as the central point of contact for guests, responding professionally to all incoming and outgoing calls, emails, and messages, and transferring them accurately to the relevant departments.
Liaise with the Central Reservations, Sales, Revenue, and Front Office teams to ensure seamless coordination of room blocks, rate loading, guest requests, and billing instructions.
Provide prompt and courteous assistance to guest inquiries, including hotel services, room availability, local attractions, transportation, restaurants, and any special requests.
Manage rooming lists and pre-arrival arrangements efficiently; ensure timely communication of updates to all relevant departments.
Monitor and follow up on group reservations, highlighting pending rooming lists, cut-off dates, and any changes or cancellations that may affect room inventory or contracted room nights.
Track and support amendments to reservations such as extensions, early departures, or date changes.
Ensure clear and effective communication of hotel promotions, packages, and updates across departments to maintain consistency in guest experience.
Support the hotel's administrative and operational functions by handling basic tasks such as invoice inquiries, lost and found coordination, and guest follow-ups.
Maintain strong system proficiency in Opera Cloud, StayPlease, and the hotel's telephony systems to manage daily operations and guest requests accurately.
Participate in training and onboarding of new hires, using a buddy system to maintain high service standards and consistency in processes.
Uphold guest privacy and safety, and follow all hotel emergency procedures and workplace safety protocols.
Maintain excellent grooming standards and represent the hotel professionally at all times.
Support additional tasks or assignments as directed by management, in line with operational needs.
The ideal candidate will possess relevant work experience as a telephone operator/call centre agent, good communication skills and interpersonal skills, and basic computer skills, with basic Microsoft Office knowledge.
Key Requirements:
- Relevant work experience as a telephone operator/call centre agent
- Able to perform 2 rotating duties 12-hours shift on 4 4-day work week) With the option to work from home,e including overnight shifts, weekends and public holidays
- Good communication skills and interpersonal skills
- Basic computer skills, with basic Microsoft Office knowledge
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