Reservations and Communication Centre Agent
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Job Description
• Respond promptly and courteously to all reservation inquiries via phone, email, and online channels.
• Process new bookings, modifications, and cancellations accurately in the reservation system.
• Ensure all information is recorded correctly, including guest details, special requests, and payment information.
• Promote hotel facilities and upsell room categories and packages to maximize revenue.
• Maintain strong product knowledge of the hotel, room types, rates, and promotions.
• Handle guest inquiries and complaints professionally, ensuring satisfaction and resolution.
• Coordinate with the Front Office, Sales, and Revenue departments to ensure smooth guest experiences.
• Follow up on tentative and group bookings, ensuring conversion and accuracy.
• Prepare daily reservation reports and assist in updating occupancy forecasts.
• Maintain confidentiality of guest information and adhere to company policies and procedures.
Requirements
Function: Other
Experience Level: Not Applicable