RESERVATION ASSISTANT (HOTLINE)

Answering Calls: - Respond promptly to incoming calls from customers regarding reservations. - Provide courteous and efficient service to all callers. New Reservations: - Assist customers in making new reservations. - Provide detailed information about available rooms, rates, and amenities. - Confirm and input reservation details accurately into the system. Modifying Reservations: - Handle requests to modify existing reservations, including changes to dates, room types, and special requests. - Check availability and update reservation details as needed. Cancelling Reservations: - Process reservation cancellations following company policies. - Inform customers about any applicable cancellation fees or policies. Confirmation of Reservations: - Verify and confirm the details of existing reservations upon customer request. - Send confirmation emails or messages as needed. Handling Special Requests: - Note and accommodate special requests such as late check-outs, room preferences, or accessibility needs. - Coordinate with other departments to ensure requests are fulfilled. Resolving Issues and Complaints: - Address customer complaints or issues promptly and professionally. - Escalate unresolved issues to the appropriate department or manager. Providing Information: - Offer detailed information about the hotel, its amenities, local attractions, and services. - Answer any questions customers may have about their stay. Maintaining Records: - Keep accurate records of all reservations, modifications, and cancellations. - Ensure that all customer information is kept confidential and secure. Customer Follow-Up: - Follow up with customers to confirm reservations and special requests. - Ensure customer satisfaction by addressing any concerns or questions after the initial call. Collaboration: - Work closely with other team members and departments to ensure seamless service. - Communicate any important information or updates to relevant staff members. Adhering to Policies: - Follow all company policies and procedures regarding reservations and customer service. - Stay informed about any changes in rates, policies, or procedures. **MUST HAVE OWN TRANSPORT**