Roles & Responsibilities

• Seamlessly manage all incoming reservation requests via phone, email, and online platforms, ensuring accuracy and efficiency.
• Proactively address customer inquiries and concerns, providing swift and effective solutions to enhance their experience.
• Upsell and cross-sell relevant services or packages, maximizing revenue opportunities while meeting customer needs.
• Maintain detailed and up-to-date customer records and reservation details within the booking system.
• Handle payment processing and billing inquiries with accuracy and integrity.
• Resolve customer complaints and service recovery issues with empathy and professionalism, aiming for high satisfaction.
• Provide comprehensive information about services, amenities, and local attractions to assist customers.
• Assist with group bookings and special event coordination, ensuring all requirements are meticulously met.
• Contribute to a positive team environment by sharing knowledge and supporting colleagues.

Desired Candidate Profile

• Excellent verbal and written communication skills in English; fluency in additional languages is highly advantageous.
• Strong active listening and problem-solving abilities to effectively address customer needs.
• Adept at multitasking and managing time efficiently in a fast-paced environment.
• Demonstrated ability to remain calm and professional under pressure.
• A genuine passion for providing exceptional customer experiences and a positive attitude.
• Basic understanding of sales principles for upselling and cross-selling.
• Ability to sit or stand for extended periods and operate standard office equipment.
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