
Customer Service Representative
2 days ago
Job Overview:
The Reservations Executive is a vital role in ensuring seamless guest experiences. This position involves proactive communication with guests, providing timely and accurate responses to their queries, and addressing any concerns they may have.
Main Responsibilities:
- Guest Communication: Proactively communicate with guests through various channels (phone, email, chat) to provide pre-arrival information, answer inquiries, and address concerns
- Response Management: Ensure timely and accurate responses to guest queries regarding hotel policies, amenities, local attractions, and other relevant information
- Issue Resolution: Handle guest complaints or issues promptly and professionally, seeking resolutions and escalating to relevant departments if necessary
- Team Collaboration: Coordinate with the reservations team to ensure seamless handover of guest information and payment details
- Sales and Upselling: Identify opportunities to upsell additional services, upgrades, or amenities to enhance the guest experience and increase revenue
- Loyalty Promotion: Promote hotel loyalty programs, special offers, and packages to encourage guest participation and loyalty
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