Ключевые навыки
Описание вакансии
1. Receive and process room reservation requests via telephone, email, the hotel website, online travel agencies (OTAs), and other booking channels.
2. Create, modify, and cancel reservations accurately in the Property Management System (PMS).
3. Provide guests with information regarding room categories, rates, promotions, hotel facilities, and booking conditions.
4. Monitor room availability and ensure rate accuracy across all distribution channels.
5. Verify reservation guarantees, payment methods, deposits, and billing instructions.
6. Handle correspondence with guests, corporate clients, travel agencies, and business partners in a professional and timely manner.
7. Coordinate with Front Office, Sales, Housekeeping, Finance, and other departments to ensure smooth guest arrivals and accurate reservation details.
8. Manage individual, corporate, and group reservations, including rooming lists and special arrangements.
9. Process special guest requests such as early check-in, late check-out, airport transfers, extra beds, connecting rooms, and other preferences.
10. Maintain accurate reservation records and ensure all guest information is up to date.
11. Prepare daily reports on arrivals, departures, occupancy, cancellations, and no-shows.
12. Ensure compliance with hotel policies, brand standards, and reservation procedures.
13. Promote and manage the hotel’s loyalty program, informing guests of available benefits.
14. Maximize hotel revenue through Upselling (room upgrades) and Cross-selling (additional hotel services).
15. Respond to guest inquiries within the hotel’s established response time standards.
16. Resolve reservation-related issues professionally and escalate complex cases when necessary.
17. Maintain confidentiality of guest information and comply with data protection regulations.
Qualifications
* Bachelor’s degree or equivalent preferred.
* Previous experience in hotel reservations, Front Office, or customer service is an advantage.
* Fluent English (spoken and written) is required; additional languages are an asset.
* Experience with hotel PMS (e.g., OnQ, Opera, Fidelio, or similar).
* Proficiency in Microsoft Office (Excel, Outlook, Word).
* Strong communication and organizational skills.
* Excellent attention to detail and ability to multitask.
* Customer-oriented mindset with strong problem-solving skills.
* Ability to work under pressure and meet deadlines.