Job Summary

Responsible for keeping accurate records about customer bookings, payments, and any additional information that hotel staff might need when interacting with a guest.

  • Minimum Qualification: Diploma
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description

Tasks include:
  1. Receiving and processing reservations and customer enquiries via phone and online channels
  2. Understanding customer needs, and providing relevant solutions.
  3. Assisting corporate clients in finding and booking accommodation
  4. Processing reservations, confirming with partner hotels, and ensuring alternative accommodation when needed.
  5. Communicating with, and resolving upcoming issues with hotel managers, based on sound personal judgement.
  6. Recording and keeping track of incoming bookings in a structured, cloud-based system
  7. Performing any other relevant tasks assigned by the Reservations Manager.

Required skills:
  • Excellent written and verbal expression in English
  • Additional languages a significant plus. Particularly French, Portuguese and Arabic.
  • Professionalism: Ability to communicate professionally with international guests as well as hotel managers/owners.
  • Efficiency: Ability to receive and process high numbers of reservations accurately at a rapid pace and under high pressure.
  • Tech-savvy: Able to use a wide variety of cloud software solutions to achieve increased productivity.
  • Structured: Demonstrated ability to plan and organize work tasks.
  • Salesmanship and interpersonal skills: Ability to understand the customer, to build rapport, convince, and up-sell.

Experience:
  • Travel industry experience
  • Background from a call centre and/or customer service unit
  • Experience from the hotel front desk and/or reservations department
  • Higher education in a travel or hospitality-related field a requirement.

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