Our client is a dynamic and forward-thinking hospitality organisation with properties spread across various prime locations. Their dedication to providing exceptional services and creating memorable experiences for our guests is at the forefront of the business. To support their growth and maintain the high standard of service their guests expect, we are seeking a Reservations Coordinator who is committed to excellence and passionate about the hospitality industry.
As a Reservations coordinator, you will be at the heart of the operations, working in a fast-paced environment to ensure that all bookings and inquiries are handled with the utmost care and professionalism. Through multiple channels of communication, you will provide seamless service to our clients' guests, from handling initial bookings to making amendments and offering upgrades. This role requires a blend of sales acumen and customer service skills, with the aim of not only meeting but exceeding guest expectations.
The role:
- Process incoming reservation requests via telephone, email, and online booking platforms, ensuring accurate recording of details in the reservation system.
- Provide clear and comprehensive information to guests about room availability, rates, amenities, and services.
- Amend existing bookings as needed, efficiently addressing any changes or special requests from guests.
- Utilise sales techniques to upsell rooms and services and promote special offers to maximise revenue.
- Maintain updated knowledge of room statuses, rates, and promotions to offer the best options to guests.
- Collaborate with the front office and other departments to ensure a smooth guest experience and resolve any potential conflicts that may arise.
- Gather and process payments and ensure secure handling of personal guest information.
- Follow up with guest's post-stay to encourage feedback and repeat business.
- Perform administrative duties and support the reservations department as needed.
The person:
- Proven experience within the hotel sector.
- Strong verbal and written communication skills, with fluency in English.
- Demonstrated ability at upselling.
- Exceptional telephone etiquette and active listening skills.
- Customer-focused, with a strong commitment to delivering superior service.
If you are passionate about hospitality and thrive in a dynamic and collaborative environment, we encourage you to apply for this exciting opportunity!