Customer Experience Executive (Central Reservations)

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 escalate 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

Requirements

• 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
• Fluent in English