Reservation Associate

Duties and Responsibilities:

1. Process and confirm guest reservations through various channels (phone, email, online booking systems), ensuring accurate information is recorded in the property management system.
2. Provide exceptional service to guests by responding to inquiries, addressing concerns, and offering recommendations for accommodations and services.
3. Promote special packages, upsell room types, and inform guests of available amenities and services to enhance their stay and increase revenue.
4. Collaborate with front desk staff, housekeeping, and other departments to ensure seamless guest experiences and communicate any special requests or requirements.
5. Maintain accurate records of reservations, cancellations, and changes in guest itineraries. Prepare daily reports on reservation status and occupancy rates.
6. Address and resolve guest issues or complaints in a timely and professional manner, ensuring guest satisfaction.
7. Stay informed about local events, attractions, and the competitive landscape to provide guests with relevant information and enhance their stay.

Qualifications, Skills and Experience:

1. Bachelor's degree or equivalent; a degree in hospitality management or a related field is preferred.
2. Previous experience in reservations, front office, or customer service roles in the hospitality industry.
3. Familiarity with property management systems (PMS) and online booking platforms.
4. Excellent communication skills, both verbal and written, with a friendly and professional demeanor.
5. Strong organizational skills and attention to detail, with the ability to manage multiple tasks effectively.
6. Experience in a hotel or resort setting.
7. Knowledge of revenue management principles and practices.
8. Ability to work flexible hours, including weekends and holidays.