Customer Service jobs in United States

• Oversee and manage the daytoday operations of the hotels reservations department ensuring smooth and efficient processes.
• Develop and maintain the department schedule whereby there is appropriate coverage to handle reservation calls minimizing loss of calls and ensuring a high level of conversion into bookings.
• Supervise and train reservations staff providing guidance support and ongoing performance feedback.
• Handle complex guest inquiries resolve issues and provide solutions to maximize guest satisfaction without loss in revenues.
• Ensure exceptional customer service by promptly responding to guest inquiries requests complaints and ensuring there is not loss of business.
• Collaborate with other hotel departments to ensure seamless guest experiences and effective communication.
• Maintain positive relationships with guests travel agents corporate clients and other stakeholders.
• Anticipate guest needs and personalize service to enhance the guest experience.
• Handle reservation changes cancellations and special requests in a professional and efficient manner.
• Generate regular reports on reservation statistics occupancy and revenue performance.
• Foster a positive and collaborative work environment within the reservations department.
• Coordinate with other hotel departments such as front office sales and marketing to ensure seamless operations.
• Conduct regular meetings with the reservations team to communicate updates goals and performance expectations.
• Conduct annual reviews recommend appropriate succession plan for Employee(s) development to ensure the sustainability of the reservation department.
• Monitor reservations and revenue systems and ensure accurate and uptodate availability rates and inventory across all channels.
• Develops Action Plans to reach daily / monthly / yearly KPIs.
• Completes all rooms forecasting to accurately project demand and pick up for groups and transient both short and long term.
• Maintains records pertaining to market segments transient pace numbers forecasts and other rooms data.
• Coordinate updates/stay restrictions or rate changes to reflect the hotel selling strategy in response to the market demand.
• Records competitive set pricing and yield strategies and completes analysis on the market and its opportunities based upon the competition and previous history.
• Develop and implement strategies to optimize room revenue and occupancy levels.
• Analyse market trends competitor pricing and demand patterns to make informed decisions in collaboration with Director of Revenue Management.
• Makes sure rate plans are correctly indexed / loaded and distributed to all channels

Qualifications :

• Experience in the relevant position
• Knowledge of Microsoft Windows computer programs:
• Excellent communication skills both written and verbal required
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to focus attention on guest needs remaining calm and courteous at all times
• Strong team player who can work independently in a fastpaced environment
• Dynamic willing to learn
• Have good sales and presentation skills
• Ability to manage multiple tasks at the same time
• Management experience would be an advantage.
• Strong analytical organizational and creative thinking skills

Remote Work :

No

Employment Type :

Fulltime