Key Responsibilities:

Reservation Handling:

• Assist guests in making, modifying, or canceling hotel reservations using the hotel’s reservation system.
• Offer information on room types, rates, and packages available to meet guests' needs.
• Process payments, apply discounts, and ensure accuracy in reservation details.

Customer Inquiries:

• Respond promptly to guest inquiries regarding hotel services, amenities, and local attractions.
• Provide detailed information on hotel policies, check-in/check-out procedures, and other relevant information.
• Handle special requests, such as room upgrades or specific accommodations.

Customer Service:

• Deliver exceptional customer service by maintaining a friendly and professional demeanor.
• Resolve guest complaints or issues in a timely and effective manner, escalating when necessary.
• Follow up with guests to ensure their satisfaction with the booking process.

Communication:

• Maintain clear and effective communication with guests, hotel staff, and other team members.
• Document and update guest information, preferences, and feedback in the CRM system.

Operational Support:

• Assist in preparing reports on reservations, cancellations, and customer feedback.
• Participate in ongoing training sessions to stay updated on hotel offerings and customer service best practices.
• Adhere to call center protocols, including maintaining call handling time and accuracy standards.
• Support administrative activities with regards to the hospitality business.

Qualifications:

• High school diploma or equivalent; additional certification in hospitality or customer service is a plus.
• Previous experience in a hotel front desk role is preferred.

Personal Attributes:

• Excellent communication (written and verbal) and interpersonal skills.
• High level of integrity and professionalism.
• Attention to details and customer focused.
• Able to communicate in English, as well as one of the Asian language (Mandarin or Japanese)