Tourism Services Representative
1 week ago
Reservation Services Coordinator
About the Role:This is a fantastic opportunity to join our team as a Reservation Services Coordinator. As a key member of our reservations team, you will be responsible for delivering exceptional customer service to our guests.
You will be the primary point of contact for guests through various channels, including email, phone, and chat systems. Your role will involve providing pre-arrival information, answering inquiries, and addressing concerns in a proactive and professional manner.
In this dynamic and fast-paced environment, you will have the opportunity to work with a diverse range of guests, each with their unique needs and preferences. You will need to be highly organized, able to multitask, and meet deadlines without compromising on accuracy.
Key Responsibilities:- Provide pre-arrival information, answer inquiries, and address concerns through proactive communication with guests.
- 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.
- 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 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.
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