Customer Service Administrator

Responding to customer inquiries via phone, email, or live chat regarding reservations, services, and availability.

• Providing detailed information about the services offered (e.g., room types, packages, amenities, rates, etc.).
• Ensuring that customer requests are handled promptly and professionally.

Booking and Reservation Management:

Making reservations for customers, ensuring the correct details (dates, times, room types, and special requests) are entered into the system.

• Modifying or canceling reservations based on customer needs.
• Processing reservations through various booking systems and platforms (e.g., GDS, online travel agencies, or in-house software).

Data Entry and Record-Keeping:

Accurately entering customer information and reservation details into the company’s database or booking system.

• Maintaining organized records of current and past bookings for easy retrieval.
• Ensuring that reservations are confirmed and payment information is processed, if applicable.

Upselling and Promoting Services:

Promoting additional services such as special packages, upgrades, or add-ons (e.g., spa services, meal plans, car rentals).

• Offering discounts or special rates to encourage bookings, especially during off-peak times.

Addressing any booking errors, discrepancies, or issues that arise, such as overbookings or customer complaints.

• Offering solutions to resolve problems, such as rebooking, providing compensation, or assisting with special requests.

Collaboration with Other Departments:

Coordinating with other departments (e.g., housekeeping, front desk, concierge) to ensure seamless service delivery and customer satisfaction.

• Providing other departments with updated booking information and special requests from guests.

Payment Processing and Billing:

• Ensuring that charges are applied accurately to customers’ accounts or reservations.

Monitoring Availability:

Keeping track of available services, such as rooms or seats, and ensuring that the booking system reflects accurate availability.

• Working with the sales or operations team to adjust availability and pricing as needed.

Desired Candidate Profile:

• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.

Qualifications:

• Experience: Minimum of 1 year of experience in hotel reservations or front office operations.
• Technical Skills: Proficiency in hotel property management systems.
• Communication Skills: Excellent written and verbal communication skills.
• Attention to Detail: Exceptional organizational and multitasking skills. Ability to handle high volumes of reservations without compromising on accuracy.
• Customer Service: A strong customer service orientation with a focus on delivering a superior guest experience.
• Problem-Solving: Ability to resolve issues or conflicts in a professional and calm manner.
• Flexibility: Ability to work flexible hours, including weekends and holidays, as required in the hospitality industry.