Customer Care Executive

Job purpose

To handle all rooms, restaurant, events reservations and related inquiries, including rates, packages and promotions, received via calls, emails, chat and Web, ensuring timely, accurate and customer-focused responses.

Responsibilities

Reservations Handling

• Handle incoming reservations via calls, emails, chat and Web, entering all data accurately into the PMS, CRS or CRM systems.
• Process reservation amendments and cancellations promptly, ensuring accurate updates in the system.
• Respond to reservation inquiries and confirmations in a timely and professional manner.
• Process and issue confirmation letters and manage reservation traces and filing of all related correspondence.

Guest Interaction & Sales

• Answer telephone calls using the correct salutations and telephone etiquette.
• Determine guest needs through open-ended questions and actively promote the most suitable facility, room type and rate.
• Describe room types, restaurants, features, amenities and services with enthusiasm and product knowledge.
• Promote and sell special packages, seasonal offers and holiday promotions where applicable.
• Suggest alternative dates when preferred dates are unavailable and verify availability before confirming any reservation.
• Explain guarantee, deposit and cancellation policies clearly and assign confirmation or cancellation numbers accordingly.
• Accommodate special requests and accurately record them in the appropriate systems.
• Access and update guest profiles to support personalized service.

System Use & Coordination

• Ensure accurate reservation details are entered into all relevant fields within the applicable systems.
• Set up appropriate billing arrangements (e.g., LPOs, direct billing, share-withs, advance deposits) in accordance with accounting policies.
• Input notes and flags to inform other departments of guest needs or preferences.
• Maintain up-to-date knowledge of room availability, restricted dates, packages, promotions and rate strategies.
• Relay accurate information regarding transportation or special arrival requests and document them in the system.

Knowledge & Compliance

• Maintain full knowledge of hotels, hostels, restaurants, facilities, services, hours of operation, room layouts and locations.
• Comply with all departmental policies and procedures.
• Maintain up-to-date knowledge and proficiency in all the operating systems.
• Keep the workstation clean and well-stocked with necessary supplies throughout the shift.

Guest Satisfaction & Problem Resolution

• Handle guest complaints related to reservations, following standard procedures to ensure guest satisfaction.
• Escalate issues to supervisors when necessary and follow up to ensure timely resolution.

Qualifications & Experience (Competencies Required)

• Computer literate
• Arabic speaking is an advantage
• Knowledge in Opera and Amadeus system is an advantage
• Should be able to effectively communicate with diverse groups
• Has the right attitude for the position
• Minimum 1-2 years in hotel and Hopitality experience required