Job Summary: Responsible for managing hotel reservations, ensuring exceptional customer service, and coordinating requests to meet guests’ needs. Key Highlights: 1. Experience in hotel reservation management and customer service. 2. Proficiency in PMS systems and communication skills. 3. Ability to solve problems and provide personalized advice. Responsible for managing guest reservations at a hotel establishment, ensuring an exceptional customer service experience. This role involves coordinating reservation requests, providing information on services, rates, and availability, and ensuring guests’ needs are met efficiently—contributing to guest satisfaction and achievement of the hotel’s business objectives. Responsibilities: * Customer Service: Handle reservation requests via telephone, email, online platforms, or in person, providing clear and accurate information about rooms, rates, promotions, and hotel services. * Reservation Management: Process, modify, and cancel reservations in the hotel property management system (PMS), ensuring data accuracy and timeliness. * Personalized Advice: Identify guests’ needs and offer tailored solutions, such as room types, special packages, or additional services. * Interdepartmental Coordination: Communicate with other departments (front office, housekeeping, food & beverage) to ensure fulfillment of guests’ special requests. * Rate and Availability Monitoring: Monitor room availability and apply rates according to hotel policies, seasons, and promotions. * Problem Resolution: Address complaints or issues related to reservations by offering effective solutions while maintaining customer satisfaction. * Reporting and Analysis: Generate occupancy reports, reservation trend analyses, and other metrics to support revenue management decision-making. * Standards Compliance: Ensure all interactions comply with the hotel’s quality standards and policies, promoting a professional image. Requirements: Education: Completed high school diploma, preferably in tourism, hospitality, administration, or related fields. Minimum Experience: 1 year in a similar position. Skills: * Excellent verbal communication * Proficiency in PMS systems (e.g., New Hotel, Opera) * Knowledge of sales and negotiation techniques * Customer orientation and problem-solving ability * Microsoft Office Languages: Spanish (native), Advanced English.