Reservations and Communications Specialist

3 days ago

Doha, Baladīyat ad Dawḩah, Qatar HYATT HOTEL Full time
Roles and responsibilities

Show complete product knowledge, understand rate structure and apply rate management
Assist guest who may need cancellations or modifications of booking reservation.
Process and confirm guest reservations made by clients on the phone or email.
Process payments and send reservation confirmation thru email to the guests.
Remain up to date with all the promotions in and around the hotel and follow established procedures to process all room reservations, rates, confirmations, hotel facilities, etc.
Ideally with a relevant degree or diploma in Hospitality or Tourism management.
Minimum 2 years of work experience in Hotel operations.
Good problem-solving, administrative, and interpersonal skills are a must.
1. Booking and Managing Reservations:
Handling reservation requests: Process reservations made over the phone, via email, or through online booking systems. Ensure that all guest details (e.g., arrival and departure dates, room preferences) are correctly entered into the system.
Confirming bookings: Send booking confirmations to guests, ensuring all details such as room types, dates, and payment arrangements are clearly communicated.
Managing special requests: Ensure that any special guest requests (e.g., specific room preferences, accessibility needs, or additional services like early check-in) are noted and forwarded to the appropriate departments.
Modifying or canceling bookings: Handle changes to bookings, including cancellations or alterations to dates, rooms, or other reservation details, and inform guests of any penalties or policies.
2. Availability Management:
Managing room availability: Work with the hotel's reservation system to ensure rooms are booked efficiently. Monitor room inventory to ensure that the property does not overbook or underbook.
Updating rates and availability: Ensure that room rates and availability are updated regularly, especially during peak seasons or special events.
Overbooking management: Handle situations of overbooking by coordinating with other departments (e.g., Front Desk, Housekeeping) to accommodate guests or find alternative arrangements.
3. Guest Communication:
Providing information: Answer guests' questions about hotel policies, amenities, pricing, availability, and special offers. This often involves handling both direct inquiries and responding to online booking inquiries.
Follow-up communication: Send pre-arrival emails with relevant information (e.g., directions, check-in procedures, amenities available) to help guests prepare for their stay.
Confirmation of reservations: Send guests booking confirmations and provide essential information regarding check-in times, check-out times, and any other pertinent details.

Desired candidate profile

Collaboration with Other Departments:

  • Communication with the Front Desk: Ensure that front desk staff has all relevant guest information (e.g., special requests, payment details) to check guests in smoothly.
  • Collaboration with Housekeeping: Ensure that housekeeping is informed of any specific room requests or guest preferences (e.g., early check-ins, extra pillows) so they can prepare rooms accordingly.
  • Event and Conference Coordination: If applicable, coordinate with event or conference services for large group bookings or special events that require specific arrangements.

Skills and Qualities Required:

  • Excellent Communication: Strong verbal and written communication skills to interact with guests, co-workers, and management in a polite and professional manner.
  • Customer Service: A focus on providing high-quality service to potential guests, addressing their needs and inquiries with patience and efficiency.
  • Attention to Detail: Ability to accurately input reservation details, process payments, and manage guest requests without overlooking important information.
  • Organization and Time Management: Ability to handle multiple bookings and inquiries simultaneously while staying organized and maintaining attention to detail.
  • Problem Solving: Ability to handle guest complaints or reservation issues (e.g., overbooking or billing problems) with a solution-oriented approach.
  • Sales Ability: Comfort with upselling services or special offers to guests, promoting products and services to enhance guest satisfaction and hotel revenue.
  • Technical Skills: Proficiency in reservation systems, property management software (PMS), and other booking platforms. Basic computer skills and familiarity with email and online booking systems are necessary.

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