Hotel Reservation Clerk job description

Job brief

We are looking for a customer-focused, service-oriented, and dynamic Hotel Reservation Clerk to join our team! The ideal candidate will have exceptional customer service skills, good administrative abilities, and be able to manage a large workload. The role's focus will be to attend to customers booking queries and ensure that all bookings are put through on the relevant system.

Responsibilities

• Answer phone calls and attend to guests' requests to book rooms or events at the hotel.
• Check on the internal booking system and make the booking for the guest.
• Obtain payment information and run credit/debit card payments when required.
• Assist guests with booking transport such as taxis and giving directions where required.
• Liaise with the other Reservations staff in the team and provide detailed handovers so that the next shift runs smoothly.
• Send and receive emails and monitor the inbox for bookings.
• Take and manage online booking through the online booking system.
• Provide outstanding customer service to all guests at all times.
• Follow up with guests who may have had an issue with online or telephone bookings.
• Manage the booking schedule effectively.
• Arrange or rearrange dates with clients when there is no space for their selected dates.
• Ensure management and receptionist staff are kept up-to-date with bookings.

Requirements

• High School GED or above. An associate's degree in hospitality or clerical work would be an advantage or two years' experience in a similar role
• Excellent written and verbal communication skills
• Adept with controlling a busy switchboard with an excellent telephone manner
• Excellent customer service skills
• Good computer skills, with knowledge of booking systems, both in-house and online
• Hands-on experience of taking credit/debit card payments over the phone and in-person
• Able to effectively prioritize own workload and work well under pressure