Reservations Ambassador

Delivering Exceptional Guest Experiences

The role of a Reservations Executive is to provide outstanding service to guests, ensuring a seamless and enjoyable experience from pre-arrival to check-out.

• Key Responsibilities:
• Communicate proactively with guests through various channels to provide pre-arrival information, answer inquiries, and address concerns.
• Ensure timely and accurate responses to guest queries regarding hotel policies, amenities, local attractions, and other relevant information.
• Handle guest complaints or issues promptly and professionally, seeking resolutions and escalating to relevant departments if necessary.
• Coordinate with the reservations team to ensure seamless handover of guest information and payment details.
• Identify opportunities to upsell additional services, upgrades, or amenities to enhance the guest experience and increase revenue.
• Promote hotel loyalty programs, special offers, and packages to encourage guest participation and loyalty.
• Build strong relationships with guests by demonstrating personalized service, attentiveness, and genuine care for their needs and preferences.
• Maintain a guest database with accurate and up-to-date contact information, preferences, and special requests.
• 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.
• Generate regular reports on pre-arrival activities, including guest communication, conversion rates, and upselling performance.

Qualifications and Skills:

• A background in hospitality, customer service, or a related field is beneficial 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.