MAIN RESPONSIBILITIES
What you will do:
Handling Reservations & Guest Inquiries:
- Process and manage room bookings through various channels, including phone, email, and online booking systems. Confirm the reservation and provide details and booking confirmation to guests.
- Handles guest inquiries, offers assistance with booking-related questions, and handles change or cancellation requests in a respectful and efficient manner.
- Assist guests in making, modifying, or canceling reservations in line with hotel policies.
Booking & Data Management:
- Input guest bookings accurately into the reservations system, confirming all details including dates, rates, and guest information.
- Maintain up-to-date information in the reservations system, adjusting room inventory and availability as necessary.
- Process group bookings and assist with any special requirements for events, corporate stays, or VIP guests.
Quality Control & Guest Service:
- Deliver a high standard of customer service by providing friendly, accurate, and professional responses to guest inquiries.
- Resolve guest complaints or escalate issues to the Central Reservations Supervisor or Manager when necessary.
- Maintain thorough knowledge of hotel properties, room types, rates, policies, and local area attractions to effectively assist guests.
Communication & Coordination:
- Coordinate with the front desk, housekeeping, and other departments to ensure all guest requests and reservations are fulfilled accurately.
- Communicate changes or cancellations to the appropriate teams, ensuring a smooth guest experience.
- Provide clear and concise handover information to other agents or shifts to ensure continuity of service.
DNA:
- A degree in hospitality management or related field preferred.
- Experience in a hotel reservation role
- Minimum 1 year of experience working in a customer service role, preferably in the hospitality industry.
- Proficient with Central Reservation System (CRS)
- Proficient Ms. Office
- Fluent in English and Bahasa
- Excellent verbal and written communication skills
- Attention to detail
- Strong problem-solving skills
