Job Description

As the Reservations Agent at Kimpton Tsim Sha Tsui Hong Kong, you will be the first point of contact for guests seeking to book their stays. Your primary responsibilities will include managing incoming reservation inquiries, processing bookings, and ensuring accurate information is entered into the reservation system. You will assist guests with their questions and special requests, providing exceptional customer service. Additionally, you will collaborate with other departments to facilitate smooth check-in and check-out processes, maintain knowledge of hotel facilities and services, and keep up-to-date with promotions and packages. Your attention to detail and ability to handle multiple tasks will be essential in creating memorable experiences for our guests.

A little taste of your day-to-day

Every day is different, but you’ll mostly be:

• Managing and following up on guest inquiries via phone and email regarding reservations, ensuring timely processing in accordance with hotel standards and policies
• Accuratley processing reservations in the hotel’s reservation system
• Assisting guests with inquiries and concerns related to room rates, availability, promotional offers, hotel services, amenities, and local attractions, while ensuring a high level of guest satisfaction
• Handling special requests and accommodating guest preferences, while maintaining detailed records of interactions
• Promptly addressing and resolving any booking issues or discrepancies
• Staying updated on hotel policies, procedures, and promotional offerings
• Maintaining comprehensive knowledge of the hotel’s facilities, amenities, services, and standards
• Executing additional tasks and responsibilities as assigned by management
• Fostering strong relationships with both internal and external guests and collaborating with other departments (e.g., front desk, sales, marketing) to enhance overall guest experiences.

What we need from you

• A minimum of 1 year's relevant experience in hotel reservations team, Fresh graduates are welcome
• A bachelor’s degree in hotel management or equivalent is preferrable
• Familiar with Opera reservations system
• Excellent communication and problem-solving abilities to foster collaboration across departments and guests
• Ability to remain calm under pressure and adapt to dynamic hospitality environment
• Multi-tasking abilities and attention to details
• Effective time management, well-organised and structured
• Good command of both English and Chinese (Cantonese and Mandarin) is a must, speaking and writing
• Proficiency in Microsoft Office Word, Excel, PowerPoint and Chinese word processing