Reservations & Guest Relations Executive

• Financial Accountability: Understand the rate strategy, be thorough in recording the booking and be quick to spot an opportunity to up-sell.
• Purpose: Receiving calls from guests interested in staying in, verifying customer information and payment options, sending customers a confirmation note or email and assigning apartments to customers. Ideally, they help customers choose the right packages and accommodations to fit their needs.
• She needs to be friendly, has good communication skills and attends to customers' needs on time. Sometimes they are required to remind the guests of their upcoming reservations or update them on any changes made on their reservations.
• Keeping accurate records about customer bookings, payments, and any additional information that hotel staff might need when interacting with a guest. They might also use records to follow up with previous customers to encourage them to book another stay with the company.

Main Duties:

• Meeting and greeting clients whenever necessary.
• Liaising with Front of House Colleagues.
• Open and close the availability as and when required of apartments in all the platforms.
• Answering emails and telephone inquiries.
• Build customer relations and field complaints.
• Upselling, or offering more expensive apartments to the customer.
• Send pre-arrival emails to the guests once booking done and payment processed.
• Provide customer service support if there is a problem with payment confirmation or issues.
• Must hold the highest standards of professionalism when working through customer issues.
• Usually encouraged (or required) to upsell and promote higher categories to customers.
• Expected to have knowledge about the area a hotel is located in and be prepared to offer advice when necessary.
• Responsible for keeping accurate records about customer bookings, payments, and any additional information that hotel staff might need when interacting with a guest.
• Use records to follow up with previous customers to encourage them to book another stay.Check Reservation Platforms Airbnb, Booking.com and update Excel sheet on a daily basis and send it through email to all concern departments.
• Excel sheet should be updated with rate and payment statues.
• Front of House team should coordinate with reservations for any apartment move "Transfer" and follow the instruction based on upcoming reservations.
• Allocate rooms to all arriving guests after checking the guest preferences.
• Random inspections on the apartments from time to time.
• Overseeing VIP guests, arrivals and departures and sending both Arrivals and departure reports to all concerns.
• Detailed information regarding arrivals and departures