Job Description

Key Responsibilities:

• FIT Bookings Support FIT reservations by processing individual bookings. Providing excellent customer service and assisting guests with booking queries. This includes phone and email inquiries.

• Group Reservations Handle all aspects of group bookings, from initial inquiries to final confirmations. Coordinate with various departments to ensure that group-specific requirements (room blocks, event spaces, special requests) are met.

• Inbound Reservations Assist with rooming list, creating new group bookings. Replying Travel agents' enquiry regarding inbound groups.

• Customer Service Excellence Provide a high level of service to both group and individual guests, answering questions, resolving issues, and ensuring satisfaction at all stages of the booking process.

• Collaboration Work closely with other departments (Front Desk & C&E) to ensure all group and FIT reservations are handled seamlessly. Maintain clear communication to ensure accurate reservation details and guest requests are conveyed..

• Problem-Solving Act as a point of contact for any group reservation-related issues, resolving problems efficiently and professionally.

• Flexibility and Learning Be open to expanding knowledge across all reservation categories (groups, FIT, inbound) to provide overall team support when needed. Mostly during high-demand periods.

Qualifications:

• Prior experience in a reservations role. (Hotel Industry would be highly desirable).

• Excellent communication and interpersonal skills, with a strong customer-focused attitude.

• Strong organizational skills and the ability to multitask in a fast-paced environment.

• Ability to work independently and as part of a team.

• Proficiency with reservation systems and software (experience with Opera is a plus).

• A proactive and flexible approach to work, with a willingness to take on a variety of tasks.

• Attention to detail and problem-solving skills.