Guest Relations Specialist

Objectives

• You should be responsible for handling customer inquiries, overseeing the booking process, and ensuring that guests have an enjoyable experience during their stay.
• You should be familiar with reservation systems and have excellent communication skills, both written and verbal.

Responsibilities

• Handle reservation inquiries using computerized reservation systems to assist in making any related accommodation reservations for customers
• Identify your customers in cooperation with the team and head
• Answer inquiries from potential customers regarding reservations and accommodations, provide information about services, rates, and availability
• Quick in getting back to guests through all way of communications do not exceed 10-15 minutes
• Process payments for reservations and confirmation details to customers
• Assist customers in planning accommodation arrangements by offering recommendations and information about different options
• Handle changes, cancellations, or upgrades to existing reservations
• Focal point with assigned guests, interact directly with guest in solving any issue related to their reservations either staff related, or maintenance related.
• Maintain accurate records / report of reservations and all transactions
• Record all positive feedback from customers to focus on more improvement
• Record all negative feedback, raise to quality and optimization division
• Ask guests to register feedback online through google
• Monitor all check-in and check-out date and time through phone / written communication, record any delay and raise it to the concerned staff to do the needful.
• Keep guests updated on any related issue to their booking on behalf of the organization
• Call guest before check-in to ensure all details and after check-out to have a quick survey, report to management

Qualifications

• Bachelor's degree or equivalent certificate
• Training certificates or equivalent experience preferred
• Sufficient Experience with reservation systems and software
• Ability to interact perfectly and achieve the customer’s satisfaction
• Strong communication skills, both written and verbal
• Ability to work well under pressure and in a fast-paced environment
• Excellent customer service skills
• Strong attention to detail and organizational skills
• Detail oriented, Proactive
• Time management