Accommodation Liaison

We are seeking a skilled Customer Service Representative to join our team. As a key member of our reservations department, you will be responsible for delivering exceptional guest service and ensuring seamless communication with our guests.

Key Responsibilities:

1. Proactively communicate with guests through various channels to provide pre-arrival information, answer inquiries, and address concerns.
2. Ensure timely and accurate responses to guest queries regarding hotel policies, amenities, local attractions, and other relevant information.
3. Handle guest complaints or issues promptly and professionally, seeking resolutions and escalating to relevant departments if necessary.
4. Coordinate with the reservations team to ensure seamless handover of guest information and payment details.
5. Identify opportunities to upsell additional services, upgrades, or amenities to enhance the guest experience and increase revenue.
6. Promote hotel loyalty programs, special offers, and packages to encourage guest participation and loyalty.
7. Maintain a guest database with accurate and up-to-date contact information, preferences, and special requests.
8. Track and analyze pre-arrival metrics, such as confirmation rates, booking trends, and guest feedback, to identify areas for improvement and develop strategies for enhancing the pre-arrival experience.

Required Skills and Qualifications:

• Previous experience in hospitality, customer service, or a similar role is a plus but not required.
• Strong written and verbal communication skills, with the ability to convey clear and professional information.
• Excellent interpersonal skills and the ability to build rapport with guests and team members.
• Highly organized and detail-oriented, able to multitask and meet deadlines without compromising on accuracy.
• Comfortable using various technology tools like email, chat systems, and reservation software.
• Ability to work independently and collaborate well with others in a team-oriented environment.
• Knowledge of local attractions and the hospitality industry would be beneficial.
• Flexibility to work various shifts, including weekends and holidays, as needed.