Customer Care Center Executive

Overview

This role involves managing reservations for rooms, restaurants, and events, including addressing inquiries related to rates, packages, and promotions received through calls, emails, chats, and websites. The goal is to provide timely, precise, and customer-oriented responses to enhance revenue and guest satisfaction.

Key Responsibilities

• Accurately process reservations from various platforms such as phone, email, chat, and web using PMS, CRS, or CRM applications.
• Handle changes and cancellations of reservations efficiently while updating relevant systems.
• Respond promptly and professionally to inquiries and confirmation requests.
• Issue confirmation communications, maintain tracking of reservations, and organize related documents.
• Provide courteous phone assistance with correct greetings and telephone manners.
• Identify guest requirements through effective questioning and suggest suitable options.
• Confidently describe available rooms, dining venues, facilities, and services while promoting special offers and seasonal packages.
• Offer alternate booking dates when preferred options are unavailable.
• Clearly communicate policies on guarantees, deposits, and cancellations.
• Record special guest requests and update profiles to facilitate personalized experiences.
• Ensure accuracy in reservation inputs and billing, including managing LPOs, direct billing, and deposits.
• Add notes and flags in systems to alert departments about guest preferences.
• Keep updated on room availability, restrictions, special offers, and transportation or arrival information.
• Maintain thorough knowledge of hotel amenities, operational times, and room configurations.
• Adhere to departmental guidelines and maintain proficiency in operational systems.
• Maintain cleanliness and supply levels at the workstation.
• Address and resolve reservation complaints according to standard procedures, escalate issues when required, and ensure follow-up.

Experience and Qualifications

• Proficient computer skills; familiarity with Opera and Amadeus is beneficial.
• Arabic language abilities are considered an advantage.
• Bachelor’s degree in Hospitality Management, Tourism, Business Administration, or an equivalent field.

Skills and Personal Attributes

• Excellent communication skills including speaking, listening, questioning, and telephone etiquette.
• Ability to work effectively under pressure and collaborate with a diverse team.
• Strong organizational skills with a customer-focused mindset and eagerness to learn.
• Positive attitude and cooperative team player.