Customer Experience Executive (Central Reservations)

PALAZZO VERSACE DUBAI; Dubai; On-site; AED 67,000 - 112,000; Full time

Job summary

PALAZZO VERSACE DUBAI is seeking a Customer Experience Executive to manage guest communications and reservations through call centre, room reservations, and dining reservations channels. The role focuses on prompt, professional, and personalized service to enhance guest satisfaction and maximize revenue opportunities.

Responsibilities include handling calls, managing bookings, providing information on facilities and events, and upselling hotel and dining options.

Qualifications

• Diploma or degree in hospitality management, business administration, or related field preferred.
• Minimum 1 year experience in hospitality, reservations, customer service, or call centre operations.
• Excellent verbal and written communication skills.
• Proficiency in reservation systems Opera and Microsoft Office applications.
• Strong interpersonal and organizational skills.
• Ability to work under pressure and manage multiple tasks effectively.

Responsibilities

• Handle inbound and outbound calls professionally and efficiently.
• Manage hotel room reservations, amendments, cancellations, and guest inquiries.
• Coordinate dining reservations and maintain accurate booking records.
• Provide detailed information regarding hotel facilities, services, promotions, and events.
• Ensure all guest requests and special requirements are communicated to relevant departments.
• Maintain high standards of customer service and guest engagement.
• Resolve guest concerns and elevate issues where necessary.
• Update reservation systems accurately and maintain proper documentation.
• Support upselling initiatives to maximize room and dining revenue.
• Ensure compliance with hotel policies, procedures, and service standards.

Skills

Customer service excellence

Communication skills

Fluent English

Attention to detail

Problem solving

Team collaboration

Time management

Upselling skills

Education

Hospitality-related degree

Tools

Opera PMS

Microsoft Office

Job description

The Customer Experience Executive is responsible for managing guest communications and reservations through the call centre, room reservations, and dining reservations channels. The role ensures prompt, professional, and personalized service to enhance guest satisfaction and maximize revenue opportunities.

Key Responsibilities

• Handle inbound and outbound calls professionally and efficiently.
• Manage hotel room reservations, amendments, cancellations, and guest inquiries.
• Coordinate dining reservations and maintain accurate booking records.
• Provide detailed information regarding hotel facilities, services, promotions, and events.
• Ensure all guest requests and special requirements are communicated to relevant departments.
• Maintain high standards of customer service and guest engagement.
• Resolve guest concerns and elevate issues where necessary.
• Update reservation systems accurately and maintain proper documentation.
• Support upselling initiatives to maximize room and dining revenue.
• Ensure compliance with hotel policies, procedures, and service standards.

Qualifications & Experience

• Diploma or Degree in Hospitality Management, Business Administration, or related field preferred.
• Minimum 1 year experience in hospitality, reservations, customer service, or call centre operations.
• Excellent verbal and written communication skills.
• Proficiency in reservation systems Opera and Microsoft Office applications.
• Strong interpersonal and organizational skills.
• Ability to work under pressure and manage multiple tasks effectively.

Core Competencies

• Customer Service Excellence
• Communication Skills
• Fluent in Written and Spoken English
• Attention to Detail
• Problem Solving
• Team Collaboration
• Time Management
• Sales & Upselling Skills
• Opera PMS
• Microsoft Office