Job Description

Kendrick Recruitment is seeking a motivated and customer-focused Reservationist to join our team. The Reservationist is responsible for handling reservations, inquiries, and assisting guests in booking accommodations and services, ensuring an exceptional customer experience. Responsibilities:

• Reservations Management:

• Receive and process reservation requests via phone, email, or in-person inquiries.
• Check availability and provide accurate information regarding room types, rates, and packages.
• Make reservations and confirm bookings, ensuring all details are accurate.

• Guest Relations:

• Provide exceptional customer service, addressing guest inquiries and requests promptly and professionally.
• Build and maintain positive relationships with guests, ensuring their needs are met and exceeded.

• Record Keeping:

• Maintain an organized and up-to-date reservation system.
• Document all guest information, special requests, and payment details accurately.

• Sales and Upselling:

• Promote additional services, packages, and amenities to enhance the guest experience.
• Maximize revenue by upselling room categories and other services when appropriate.

• Communication:

• Collaborate with other departments, including front desk, housekeeping, and management, to coordinate guest arrivals and departures effectively.
• Handle guest complaints and issues professionally, escalating when necessary.

• Availability Management:

• Update and manage room availability in the reservation system.
• Monitor room allocations, block rooms for groups, and manage waitlists.

• Training and Development:

• Stay informed about hotel facilities, services, and promotions to effectively communicate with guests.
• Keep up-to-date with reservation system software and train new team members when required.

• Previous experience in a reservationist role or a customer service position is preferred.
• Strong communication skills, both written and verbal.
• Excellent interpersonal skills, with the ability to build positive guest relationships.
• Proficient in using reservation software and other relevant computer programs.
• Detail-oriented with strong organizational and time management skills.
• Ability to work under pressure in a fast-paced environment.
• Knowledge of the hotel industry, local attractions, and events is a plus.