Job Advert Summary
We are seeking a professional and customer-focused Reservations Call Centre Agent to join our team. In this role, you will serve as the first point of contact for guests and clients, providing exceptional service and ensuring a seamless booking experience across our portfolio of properties. Your responsibilities will include handling inbound calls, processing reservations, offering tailored recommendations, and maintaining accurate guest records. You will play a vital role in building lasting relationships with our guests by consistently delivering service that exceeds expectations.
Minimum Requirements
- Strong attention to detail and a commitment to quality
- Excellent written and verbal communication skills
- Energetic, friendly, and professional demeanour
- Positive attitude with a passion for customer service
- Previous experience in the hospitality industry is preferred
- Familiarity with Opera PMS is an advantage
- Demonstrated ability to adapt in a fast-paced, multitasking environment
- Strong problem-solving skills and the ability to think quickly on your feet
- Capable of working both independently and collaboratively within a team
- Previous call centre experience is a plus
Duties and Responsibilities
- Respond to reservation inquiries via telephone and email in a courteous, efficient, and professional manner, adhering to departmental standards.
- Accurately create and manage reservations across all properties in our portfolio, including preparation of rate proposals.
- Maintain detailed and up-to-date records of guest profiles, bookings, payments, and relevant operational notes.
- Proactively upsell accommodation types and special packages where appropriate to drive revenue.
- Support the administration of the reservations department by maintaining efficient systems and processes.
- Follow up on quotations promptly to convert leads into confirmed bookings.
- Resolve guest concerns where possible, using sound judgment and escalating issues to management when necessary.
- Establish and communicate rates within authorized guidelines.
- Continuously update your knowledge of all products, packages, and specials to assist with guest inquiries and bookings across other outlets.
- Coordinate guest requests such as transfers, dinner bookings, and other special services by liaising with relevant departments or external partners.
- Report system issues, rate discrepancies, and overbookings to the Reservations Supervisor.
- Ensure optimal use of the Property Management System (PMS) and maintain up-to-date knowledge of room types and availability.
- Process and track invoices, credit card payments, and ensure all payments are correctly posted to the corresponding booking.
- Complete and update internal worksheets and checklists daily.
- Ensure all reservations are captured accurately and in line with standard operating procedures.
- Respond to all emails within the required turnaround time.
- Attend training sessions as required to maintain high standards of performance.
- Perform all tasks in compliance with applicable quality standards and departmental operating procedures.
- Complete the daily call centre checklist to ensure operational efficiency.