Job ID
37472
Job Title
Reservation & PBX Agent
To work for
Four Seasons Hotel Damascus
Country
Syria
City
Damascus
Field of Work
Customer services - Operations
Job Type
Full time
Military service
Finished or Exempted (For male)
Minimum Education Level
Baccalaureate
Responsibilities
1. Reservation Management: Receive and process reservation requests from various sources, including phone calls, emails, and online platforms. Ensure accuracy in recording guest information, room preferences, and special requests. Coordinate with other departments to fulfill guest requirements.
2. Guest Assistance: Provide exceptional customer service by addressing guest inquiries, resolving complaints, and offering suitable alternatives when necessary. Assist guests with information about hotel facilities, services, and local attractions.
3. PBX Operation: Operate the PBX system to handle incoming and outgoing calls efficiently. Direct calls to the appropriate departments or individuals, taking messages when required. Maintain a professional and courteous telephone manner at all times.
4. Communication Coordination: Facilitate effective communication within the organization by relaying messages, maintaining logs, and distributing information to relevant departments. Ensure prompt and accurate transmission of messages to the intended recipients.
5. Upselling and Cross-Selling: Identify opportunities to upsell hotel services, amenities, and packages to guests during reservation or inquiry calls. Promote additional offerings to enhance the guest experience and maximize revenue.
6. Record Keeping: Maintain accurate and up-to-date records of reservations, cancellations, and guest interactions. Utilize reservation management systems and databases to input and retrieve information efficiently.
7. Problem Solving: Handle reservation-related issues, such as overbookings, cancellations, and modifications, with a proactive and solution-oriented approach. Collaborate with the front desk, sales, and other relevant departments to resolve challenges effectively.
8. Team Collaboration: Work closely with other reservation agents, front desk staff, and management to ensure seamless operations and guest satisfaction. Share knowledge, provide support, and contribute to a positive team environment.
9. Training and Development: Stay updated with hotel policies, procedures, rates, and promotions. Attend training sessions to enhance skills and knowledge related to reservation systems, customer service, and communication techniques.
10. Adherence to Policies: Follow established guidelines, protocols, and ethical standards while handling reservations and interacting with guests. Maintain confidentiality of guest information and adhere to data protection regulations.
2. Guest Assistance: Provide exceptional customer service by addressing guest inquiries, resolving complaints, and offering suitable alternatives when necessary. Assist guests with information about hotel facilities, services, and local attractions.
3. PBX Operation: Operate the PBX system to handle incoming and outgoing calls efficiently. Direct calls to the appropriate departments or individuals, taking messages when required. Maintain a professional and courteous telephone manner at all times.
4. Communication Coordination: Facilitate effective communication within the organization by relaying messages, maintaining logs, and distributing information to relevant departments. Ensure prompt and accurate transmission of messages to the intended recipients.
5. Upselling and Cross-Selling: Identify opportunities to upsell hotel services, amenities, and packages to guests during reservation or inquiry calls. Promote additional offerings to enhance the guest experience and maximize revenue.
6. Record Keeping: Maintain accurate and up-to-date records of reservations, cancellations, and guest interactions. Utilize reservation management systems and databases to input and retrieve information efficiently.
7. Problem Solving: Handle reservation-related issues, such as overbookings, cancellations, and modifications, with a proactive and solution-oriented approach. Collaborate with the front desk, sales, and other relevant departments to resolve challenges effectively.
8. Team Collaboration: Work closely with other reservation agents, front desk staff, and management to ensure seamless operations and guest satisfaction. Share knowledge, provide support, and contribute to a positive team environment.
9. Training and Development: Stay updated with hotel policies, procedures, rates, and promotions. Attend training sessions to enhance skills and knowledge related to reservation systems, customer service, and communication techniques.
10. Adherence to Policies: Follow established guidelines, protocols, and ethical standards while handling reservations and interacting with guests. Maintain confidentiality of guest information and adhere to data protection regulations.
Qualifications
Written, spoken and reading proficiency in the English language.
2. Hotel experience preferred.
3. Some computer knowledge.
2. Hotel experience preferred.
3. Some computer knowledge.
Salary and Benefits
TBD after interview
About us
About Four Seasons Hotels and Resorts
Four Seasons is dedicated to perfecting the travel experience through continuous innovation and the highest standards of hospitality. From elegant surroundings of the finest quality, to caring, highly personalized 24-hour service, Four Seasons embodies a true home away from home for those who know and appreciate the best. The deeply instilled Four Seasons culture is personified in its employees – people who share a single focus and are inspired to offer great service. Founded in 1960, Four Seasons has followed a targeted course of expansion, opening hotels in major city centres and desirable resort destinations around the world. Currently with 95 hotels in 41 countries, and more than 40 properties under development, Four Seasons will continue to lead the hospitality industry with innovative enhancements, making business travel easier and leisure travel more rewarding.
Four Seasons is dedicated to perfecting the travel experience through continuous innovation and the highest standards of hospitality. From elegant surroundings of the finest quality, to caring, highly personalized 24-hour service, Four Seasons embodies a true home away from home for those who know and appreciate the best. The deeply instilled Four Seasons culture is personified in its employees – people who share a single focus and are inspired to offer great service. Founded in 1960, Four Seasons has followed a targeted course of expansion, opening hotels in major city centres and desirable resort destinations around the world. Currently with 95 hotels in 41 countries, and more than 40 properties under development, Four Seasons will continue to lead the hospitality industry with innovative enhancements, making business travel easier and leisure travel more rewarding.
Required employees number
3
Posted On
Nov 16, 2023
Expiry Date
Dec 16, 2023
Photo
Required
CV Language
English