Reservations Professional

3 days ago

Sydney, New South Wales, Australia beBeeReservationist Full time $90,000 - $120,000
Key Reservations Role

In this pivotal position, you will be the mastermind behind every room booking, connecting with guests across multiple channels while ensuring seamless service from the very first touchpoint.

You'll have full ownership of the reservations process, working closely with the Reservations Manager, Revenue, Operations, and Finance teams to elevate guest satisfaction and drive revenue success.

Responsibilities include:
  • Coordinating guest requests across various departments, delegating tasks efficiently through the appropriate systems to ensure timely resolution.
  • Monitoring team compliance with hotel operating standards and policies, ensuring service consistency at every touchpoint.
  • Acting as the escalation point for guest or colleague concerns, responding promptly and thoughtfully to resolve issues with care.
  • Managing ad hoc guest requests with urgency and follow through to completion, ensuring no detail is overlooked.
  • Possessing a thorough understanding of the hotel's cancellation and deposit policies; processing modifications or cancellations accordingly, and communicating updates promptly to relevant departments to optimise inventory.
  • Handling service recovery ('glitches') swiftly, involving management as necessary, and accurately logging all feedback into the appropriate system.
  • Assisting the Reservations Manager with roster planning, ensuring adequate coverage based on hotel business demands.
  • Processing all reservation requests, changes, and cancellations via phone, email, and extranets with precision and professionalism.
  • Training, mentoring, and motivating the Reservations team, upholding excellence and accuracy in all guest interactions.

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