Handle incoming calls, emails, and online inquiries for room reservations promptly and professionally.
Input and manage reservations in the Property Management System (PMS) accurately.
Provide guests with information on room types, availability, rates, packages, and hotel facilities.
Upsell room categories and promote hotel services to maximize revenue.
Process modifications, cancellations, and special requests according to hotel policies.
Maintain accurate records of bookings and ensure proper documentation.
Liaise with the front desk, sales, and housekeeping to ensure a seamless guest experience.
Monitor daily availability and room inventory to avoid overbooking.
Confirm reservations with guests and send confirmation letters or emails when needed.
Ensure guest preferences and loyalty program details are captured correctly.
Follow up on no-shows and ensure billing is processed accordingly.
Maintain a polite and professional telephone manner and service etiquette.
Handle guest complaints or issues related to reservations tactfully and escalate when necessary.
Stay updated with current promotions, events, and policies for accurate guest communication.
