Job description

We are in search of a cordial and meticulous Reservations Agent to become part of our team and deliver outstanding service to our clientele. The role involves handling booking inquiries, overseeing reservation systems, and facilitating a seamless and precise booking experience.

Key Responsibilities:

Handle reservations via phone, email, and online platforms, ensuring accuracy and efficiency in booking and confirming details.
Provide outstanding customer service by addressing inquiries, offering information on products/services, and assisting with booking changes or cancellations.
Utilize reservation systems and software to manage bookings, check availability, and update records. Ensure that all information is accurately entered and maintained.
Resolve booking conflicts, discrepancies, and customer issues promptly and effectively, escalating complex cases to supervisors as necessary.
Identify and promote additional services or upgrades that enhance the customer experience and drive revenue. Offer personalized recommendations based on customer preferences.
Maintain accurate records of reservations, cancellations, and customer interactions. Prepare and submit reports on booking trends and customer feedback as needed.
Send confirmation emails, reminders, and follow-up communications to ensure that all booking details are correct and that customers are well-informed.
Adhere to company policies and procedures related to reservations, cancellations, and refunds. Ensure compliance with industry standards and regulations.
Work closely with other team members and departments to coordinate bookings, resolve issues, and provide a seamless customer experience.
Stay updated on industry trends, company products, and reservation systems. Participate in training and development opportunities to enhance skills and service quality.

Qualifications:

Education or training in Hospitality or Customer service.
Excellent communication skills, both verbal and written.
Strong organizational skills and attention to detail.
Proficiency in using reservation systems and software.
Ability to handle multiple tasks and manage time effectively.
Customer-focused with a problem-solving mindset.
Flexibility to work various shifts, including evenings and weekends if required.

Required profile