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Luxury Hotel Reservation Expert
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The Reservations Sales Specialist plays a pivotal role in selling the hotel and providing information to prospective guests, capturing reservations via various online and offline distribution channels, and coordinating details of each reservation to ensure exceptional customer service.
- Conduct sales calls with prospective guests to promote hotel rooms and services.
- Liaise between Online Travel Agencies (OTAs), travel agencies, and the hotel to communicate and manage availability, pricing, and room reservations.
- Remain knowledgeable about local culture, heritage sites, events, and trends to provide recommendations and directions for guests.
- Process all reservation requests, changes, and cancellations while maintaining high service standards according to prevailing industry benchmarks.
- Identify repeat guests and update their profiles accurately within the CRM system.
- Record reservations according to agreed system codes to track business under the correct rate plan, market segment, and booking source.
- Prepare pro-forma invoices, track payment status, and collaborate with finance and reservations management to release non-guaranteed reservations as required.
- Monitor incoming reservations, review details, and follow up with clients to ensure clear booking details and available information for a seamless arrival experience.
- Collaborate with the cultural team to deliver an exceptional pre-arrival experience.
- Address guest complaints and resolve service issues promptly, involving management as needed and recording feedback within the relevant system.
