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Reservations Sales Specialist
3 months ago
Position:
Reservations Specialist
Company:
Vibescapes - Resorts & Villas
Website:
About Us:
Vibescapes is a boutique resort and villa management company specializing in providing exceptional hospitality services in some of the most breathtaking holiday locations around Maharashtra.
Property Locations:
Panchgani, Lonavala, Mulshi & Karjat
Job Description:
1.
Reservation Management:
- Handle incoming reservations via phone, email, and online platforms.
- Accurately record customer details, preferences, and reservation information into the booking system.
- Coordinate with other departments to ensure the availability of resources for reservations.
Customer Communication:
- Respond promptly and professionally to customer inquiries, providing detailed information about available services, packages, and promotions.
- Assist customers in selecting suitable options based on their preferences and requirements.
- Address customer concerns and resolve issues to ensure a positive booking experience.
Booking Coordination:
- Collaborate with internal teams to ensure seamless coordination of bookings, including room assignments, special requests, and event planning if applicable.
- Manage booking changes and cancellations efficiently, adhering to company policies and procedures.
- Provide customers with clear booking confirmations and relevant details.
Upselling and Cross-Selling:
- Identify opportunities to upsell additional services, amenities, or packages to enhance the customer experience.
- Inform customers about relevant upgrades, add-ons, or promotions that align with their preferences.
Documentation and Reporting:
- Maintain accurate and organized records of reservations, customer interactions, and payment information.
- Generate reports on reservation trends, occupancy rates, and customer feedback to support decision-making.
Collaboration:
- Work closely with the sales and marketing teams to promote special offers, seasonal packages, and promotional campaigns.
- Communicate effectively with team members to ensure a cohesive and efficient reservation process.
Customer Satisfaction:
- Strive to exceed customer expectations by providing exceptional service and personalized recommendations.
- Gather feedback from customers and utilize it to improve the reservation process and overall customer experience.
Qualifications:
- Previous experience in a customer-facing role, preferably in hospitality, travel, or a related field.
- Excellent communication skills, both written and verbal.
- Strong attention to detail and accuracy in data entry.
- Proficiency in using reservation and booking software/systems.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Problem-solving skills to address customer concerns and find appropriate solutions.
- Knowledge of [specific industry/sector] and the ability to provide relevant information to customers.
- Positive attitude and a customer-centric approach.
Responsibilities:
- Processes reservations by mail, telephone, website, WhatsApp, online platforms or central reservation systems referral
- Processes reservations from the sales channels and travel agents
- Creates and maintains reservation records by date of arrival and alphabetical listing
- Open and close the inventory as and when required in all the OTA channels and on the hotel website
- Configuring rates on the hotels property management system in sync with management and on all our OTA platforms
- Determines room rates based on the selling tactics and maximising revenue as per management and helps develop room revenue and occupancy forecasts
- Makes sure that all reports required by the management are maintained on excel sheets and reservation related files are kept up to date.
- Promotes goodwill by beings courteous, friendly, and helpful to guests, mangers, and fellow employees
- Getting information about areas of interest in order to target more clients & increasing sales basis set targets through various channels
- To liaison with travel agents and establish other marketing networks to maximise sales
- To ensure seamless coordination with guests, property managers & management
Skills and Expertise:
- People with excellent customer service skills, a warm disposition, and good problem-solving abilities will thrive as a hotel reservation agent.
- Interpersonal skills – patience, a good listening ear, and confident communication are important skills a hotel reservation agent must rely on while assisting customers
- Organization skills – hotel reservation agents usually manage large amounts of customer information and should be able to easily keep track of everything
- Memorization – reservation agents are expected to have an in-depth knowledge of hotel features, amenities, and room information, along with information about the surrounding area
- Patience – work as a reservation agent can include many stressful situations with a variety of customers, and agents are expected to remain calm and pleasant no matter the situation
- Technological proficiency – the duties of hotel reservation agents are carried out on the phone or on the computer, and those in the role should be comfortable with using technology