Luxury Reservations & Guest Experience Specialist

UnifyCX; Ballito; On-site; ZAR 180,000 - 260,000; Full time

Job summary

UnifyCX is seeking an extraordinary Hospitality Reservations & Guest Experience Specialist to join our team in South Africa. You will support luxury hotel and resort partners by handling bookings, preferences, and personalized recommendations to deliver memorable guest experiences.

You will use your call center expertise and strong English communication to upsell premium room categories and experiences while maintaining accurate records in our PMS and booking platforms.

Qualifications

• Minimum of 3–5 years in a call centre or BPO environment.
• Strong verbal and written English communication skills.
• Customer-focused with excellent problem-solving abilities.

Responsibilities

• Handle inbound calls, emails, and guest inquiries related to hotel and resort reservations.
• Assist guests with room bookings, modifications, cancellations and special requests.
• Deliver a premium guest experience through active listening and personalized recommendations.
• Provide accurate information on amenities, rates, promotions, and policies.
• Upsell upgraded rooms and experiences through consultative selling.
• Navigate PMS and booking platforms to manage reservations and records.
• Maintain professionalism and empathy while representing premium brands.
• Meet targets for productivity, quality, booking conversion, revenue, and guest satisfaction.
• Stay updated on offerings, promotions, destinations, and events.

Skills

Excellent English communication

Customer service

Active listening

Multitasking

Problem-solving

Rapport building

Education

Matric Certificate (Grade 12)

Tools

Property Management System (PMS)

Booking platforms

Job description

UnifyCX is seeking an extraordinary Hospitality Reservations & Guest Experience Specialist to join our team in South Africa. You will support luxury hotel and resort partners by handling bookings, preferences, and personalized recommendations to deliver memorable guest experiences.

You will use your call center expertise and strong English communication to upsell premium room categories and experiences while maintaining accurate records in our PMS and booking platforms.